Custom Telecats integration development
Appfront builds custom integrations between Telecats speech technology and your own systems, including telephony, CRM and customer contact applications. Using APIs and webhooks, we route incoming calls based on what the caller says, give your agents the right customer context straight away and write call data back to your systems. This replaces the traditional touch-tone menu with speech recognition and helps callers reach the right answer faster.
What is a Telecats integration?
Telecats is a Dutch specialist in speech technology for customer contact, based in Enschede and part of the Webhelp/Concentrix group since 2017; its speech solutions now continue under the name Concentrix Catalyst. With speech routing, voicebots, IVR and automatic speech recognition, Telecats makes contact centres easier to reach: callers are recognised, their request is classified by content, and they are directed to the right agent or self-service solution. The speech technology is used before, during and after a call.
In practice, a custom integration means passing the intent Telecats recognises in the conversation to your telephony platform so the call goes to the right queue or agent, displaying the recognised caller's details in a screen pop from your CRM, feeding a voicebot with data from your own systems for self-service, and writing the outcome of the call (topic, classification, transcription) back to your customer contact environment for reporting and follow-up.
Appfront builds the integration using the APIs and webhooks offered by Telecats and your surrounding systems, following the OWASP ASVS security standard. Telecats speech technology continues within Concentrix Catalyst. We align routing logic, voicebot flows and error handling with your actual customer contact processes, so the integration grows with your organisation and stays reliable even when call volumes peak.
Speech recognition and routing
Instead of a touch-tone menu, the caller explains in their own words why they are calling. Telecats recognises the intent and routes the call to the right agent or self-service solution — faster and with fewer transfers.
Voicebot self-service
A voicebot answers frequently asked questions or handles simple tasks independently, powered by data from your own systems. Callers are helped immediately and agents have more time for the more complex conversations.
Customer context via screen pop
When a call reaches an agent, we link the recognised caller to your CRM and show the relevant customer details and contact history in a screen pop. The agent immediately sees who is calling and about what, without having to ask for details first.
Our development process for Telecats integrations
We work to a proven methodology that removes uncertainty early and delivers a stable integration. From an initial analysis of your telephony landscape, customer contact processes and CRM through to go-live and ongoing management, every step is designed to produce an integration your team can understand and trust.
We map out which call types you want to route, which intents Telecats needs to recognise, which customer data from your CRM is needed for the screen pop, and which call outcomes you want to write back.
We design the integration architecture between Telecats, telephony and CRM, choose the right authentication, and set up an error handling and fallback strategy for when a call isn't recognised.
Implementation of the integration with automated tests, structured logging and monitoring. You see working builds along the way and can listen in on routing flows and steer them.
Controlled go-live with validation of routing and screen pop, with a safety net back to the existing flow. This is followed by ongoing management and further development.
What a Telecats integration concretely delivers
Every Telecats integration is set up specifically for your telephony, customer contact processes and adjacent systems. Below are the features we most often deliver for organisations using Telecats speech technology in their contact centre.
API integration with your systems
We connect Telecats via APIs and webhooks to your CRM, telephony platform and data sources. Recognised intents, customer data and call outcomes are exchanged reliably, so the speech technology becomes a seamless part of your existing customer contact environment.
Speech recognition & voicebot
We connect Telecats' automatic speech recognition and voicebots to your own data, so callers can state their question in their own words and, where possible, be helped directly through self-service without an agent getting involved.
IVR replacement & routing
Replace the traditional touch-tone menu with speech routing: based on the recognised intent, the integration sends the call to the right queue, agent skill or self-service solution. Follow-up questions refine the routing where the request isn't yet specific enough.
CRM integration & screen pop
Once the caller is identified, we link the speech data to your CRM and show the right customer to the agent in a screen pop, with contact history and context. The agent no longer needs to ask for details and can help with the substance straight away.
Call data & reporting sync
We write the topic, classification and transcription of a call back to your customer contact environment. This keeps the contact history complete and lets you report on call reasons, recognised intents and self-service rates.
WFM & agent status
We integrate routing and call outcomes with your workforce management and agent status, so traffic takes availability and skills into account. Volumes per intent and self-service results feed your capacity planning and management.
Typical use cases in practice
A Telecats integration varies a great deal from one organisation to the next. We regularly see a number of recurring patterns among organisations with their own contact centre, and for each we have a working set-up that pays attention to routing logic, CRM integration and call data.
Customer service & contact centre
Organisations with their own customer service that want to replace the keypad menu with speech recognition and route calls more intelligently. Callers are recognised and classified by content, and reach the right agent or self-service solution. See also our API integrations.
Healthcare & government helpdesks
Health insurers, municipalities and public service providers with a telephone helpdesk and high call volumes. Speech routing directs callers to the right department or scheme, and a voicebot handles frequently asked questions. Routing and self-service reduce pressure on the line during peak periods.
Retail & e-commerce
Retailers and e-commerce organisations with a customer service team handling orders, returns and delivery queries. Speech routing connects the caller straight to the right team, and via a screen pop the agent sees the order and customer context from your CRM or order system, without first having to ask for details.
Financial services
Insurers, banks and pension administrators with a high volume of telephone customer contact and strict privacy requirements. Speech recognition identifies the caller and classifies the query, call data flows securely into your systems, and sensitive information is processed in line with data minimisation.
Technology we use
We build Telecats integrations using the APIs and webhooks that Telecats and your surrounding systems provide, combined with the backend stack that suits you. The precise choice depends on your telephony platform and CRM, so that your own team can manage or further develop the implementation.
Why choose Appfront for your Telecats integration?
Appfront has extensive experience building API integrations for a wide range of organisations in the Netherlands. We always start with a thorough analysis of your existing systems and processes. An integration should not only work technically, but also add practical value to the way you work.
For every integration, we write clear documentation and make sure your own team, or any future supplier, can understand and manage it. No black box, just transparent code and clear agreements on monitoring, alerting and maintenance.
You work with a dedicated point of contact who understands both the technical and the functional side. This keeps communication short, prevents misunderstandings and speeds up decisions when choices need to be made during development.
See also our wider services around API integrations, middleware, custom software and web app development. You can find an overview of our integrations on the integrations page.
- Experience with integrations between speech technology, telephony and CRM
- Specialists in API integrations and webhook-driven data flows
- Familiar with speech routing, voicebots, screen pops and call data
- Secure by default: API key rotation, webhook signature validation, scoped permissions
- Structured error handling, retries and fallback routing
- Comprehensive logging and monitoring from day one
- Clear documentation your team can read and manage
- A fixed point of contact, no account managers passed around
- Ongoing maintenance and proactive further development
- A way of working tailored to your existing IT and telephony landscape
Security and privacy in Telecats integrations
Voice recordings, transcripts and call data always contain personal data and often sensitive information. Appfront builds the integration in line with the OWASP ASVS: API keys in secure vaults, webhook signature validation, scoped OAuth permissions, encryption in transit and at rest, and regular audits of the routing and data flows. We apply data minimisation and only pass on the fields needed for routing or the screen pop.
Because voice and call data require particular care, we document the data flows, retention periods and processor agreements with your suppliers, so that your record of processing activities is complete and you can demonstrate compliance with the GDPR. We set up role-based access to recordings and transcripts, with audit logs showing who has viewed which data.
More on our security approach: information security policy and CVD policy.
- GDPR-compliant data processing and data minimisation
- Encryption in transit (TLS 1.2+) and at rest
- Role-based access to recordings and transcripts
- Audit logs with traceable data flows
- Automatic retries and dead-letter queues
- Monitoring and alerting for anomalies
- Secrets management in line with best practice
- Documentation for your record of processing activities
Frequently asked questions about Telecats integrations
Answers to the questions we are asked most often about Telecats integrations.
A Telecats integration is a technical link between Telecats' speech technology (speech routing, voicebots, IVR and automatic speech recognition) and your own systems, such as your telephony platform, CRM, customer contact application or data sources. Via an API or webhooks, recognised intents, customer data and call data flow back and forth: an incoming call is recognised and routed to the right agent or self-service, the agent immediately sees the relevant customer context, and call outcomes are written back to your systems. An integration can be simple (routing an intent to the right queue) or extensive (voicebot self-service with a screen pop, writing back call data and real-time reporting).
Telecats suits organisations with a contact centre or customer service handling substantial telephone traffic, which want to replace the traditional keypad menu with speech recognition and route calls more intelligently. It is a strong fit when you want to identify callers, classify their query by content and help them via a voicebot or the right agent. Whether Telecats is the best choice depends on your telephony landscape and goals; in a no-obligation conversation, we can look together at whether a Telecats integration fits your situation.
That depends on complexity. A simple integration, such as passing intent from Telecats speech routing to an existing telephony queue, can be delivered relatively quickly. Scenarios involving voicebot self-service, a screen pop in the CRM, writing call data back, and real-time reporting usually take more time. After an intake conversation in which we map out your telephony, CRM and desired routing logic, we will give you a realistic estimate.
We work with the APIs and webhooks offered by Telecats and your surrounding systems, combined with the backend stack that suits you: Node.js, Python, PHP, .NET, Java or Go. Authentication runs via API keys or OAuth 2.0 over TLS. On the telephony and CRM side, we integrate through the APIs made available, so that intent data, customer context and call outcomes are exchanged reliably between Telecats and your systems. We align the precise choices with your existing IT landscape.
The cost is determined by the complexity of the data flows, the number of systems to integrate (telephony, CRM, data sources), the desired routing and voicebot logic, and the amount of custom work involved. Ongoing management, monitoring and support also affect the total investment. We always provide a clear quote following a no-obligation analysis of your situation.
Yes. Call data and voice recordings contain personal data and often sensitive information. Appfront builds to the OWASP ASVS: API keys stored in secure vaults, webhook signature validation, scoped OAuth permissions, encryption in transit and at rest, and strictly separated rights per integration. We apply data minimisation, using only the fields needed for routing or the screen pop, and we document the data flows so that your record of processing activities stays complete and you can demonstrably comply with the GDPR. We also take processor agreements with your suppliers into account.
Yes. Appfront regularly takes over existing integrations, even those originally set up by another party. We review the existing integrations, the routing logic, the webhook configuration and the error handling, document the current setup and propose improvements. From that point on, we can handle changes, extensions and monitoring, including timely rotation of API keys and secrets.
Telecats is mainly used by organisations with an in-house contact centre or customer service team handling a high volume of telephone contact. Think of financial services providers and insurers, healthcare and government helpdesks, and customer services in retail and media. Typical applications include replacing the menu with speech routing, voicebot self-service for frequently asked questions, identifying callers and classifying their query, and giving the agent the right customer context immediately through a screen pop. Whether a Telecats integration is a good fit is something we determine together, based on your telephony landscape and contact volume.
Ready to build your Telecats integration?
Tell us which telephone customer contact you want to improve and which telephony and CRM Telecats needs to connect with. We are happy to think along with you about speech routing, voicebots, screen pops and call data. A no-obligation first conversation will give you a clear picture of the possibilities within half an hour.