Bridging old and new: Integrating Parloa with legacy tech

By 2029, agentic AI will autonomously resolve 80% of common customer service issues without human intervention, according to Gartner. This prediction highlights an incredible opportunity for organizations to scale their customer service operations. However, it also presents a challenge: How can companies introduce AI capabilities without disrupting their existing infrastructure and workflows?

After all, many organizations still rely on legacy technology, such as on-premises telephony and CCaaS, CRM, ERP platforms.

The answer lies in bridging old and new, layering intelligent AI systems on top of trusted legacy tech. Let’s explore how Parloa empowers your company to do exactly that.

Transform your tech stack — don’t replace it

When we talk about legacy tech in the realm of customer experience and contact centers, we’re referring to systems like:

• On-premises telephony platforms

• Cloud-based Contact Center as a Service (CCaaS) solutions

• Customer relationship management (CRM), enterprise resource planning (ERP), and workforce management systems

• Voice over Internet Protocol (VoIP) infrastructure

• Data warehouses or business intelligence (BI) systems
  
  

Agentic AI is the future of customer experience. In fact, Deloitte reports that 70% of companies are improving customer experience using AI, and the early results are hard to ignore, with businesses reporting a drop of up to 50% in cost per call, paired with higher customer satisfaction scores and faster response times.

However, you don’t need to replace your existing tech to get results like this. After all, replacing it isn’t only expensive, it’s also time-consuming, risky in terms of downtime, and disruptive for both agents and customers.

That’s one reason why many companies choose Parloa — they can keep their legacy tech stack in place while adding AI capabilities that integrate seamlessly with existing technology.

How it works

Let’s take a more in-depth look at how the Parloa platform connects to the systems you already use, so you can modernize customer interactions without disrupting what works.

Connect anything and everything

Modernizing your contact center doesn’t mean starting from scratch. With Parloa, you can seamlessly connect our platform to the systems you already know and trust. Whatever tech your business currently runs on — Avaya, Five9, Genesys, Microsoft Dynamics, NICE, Salesforce, ServiceNow, SAP, Twilio, Verint, or Zendesk — the Parloa platform integrates easily.

Our platform works with the channels your contact center uses — including voice, chat, and messenger — to create intelligent, reliable, and natural interactions wherever your customers are. And because Parloa supports VoIP infrastructure using SIP standards, you can leverage your existing telephony setup for faster implementation and time-to-value.

In other words, our AI agents bring better automation, smarter interactions, and true scalability to your company while allowing you to work within the tech stack you already know.

Use REST APIs

We understand that every business has unique processes, data sources, and more, so we built the Parloa platform to adapt to them all. With our REST API integration, you can tailor the platform to your exact needs by connecting the systems that matter most to your operations.

Easily link your CRM, ERP, or other external data sources to Parloa, ensuring your AI Agents always have the context they need to deliver fast, accurate, and personalized responses. These API connections make it possible to automate more complex workflows. For example, they enable your AI agents to instantly recognize returning callers, retrieve account details in real time, update customer data, automatically issue tickets, and more.

To put it simply, REST APIs enable your AI agents to interact dynamically with your existing data infrastructure, giving you all the benefits of advanced AI while preserving the integrity of your legacy systems.

Make the most of your BI tools

Collecting and analyzing data is essential for understanding how your customers interact with AI Agents — and how those interactions can be refined for even better results.

The Parloa platform makes this easy by enabling you to connect to the business intelligence or analytics provider of your choice, seamlessly exporting conversation data and performance metrics to your preferred platform. Whether you use Power BI, Tableau, Looker, BigQuery, or Jupyter Notebooks, Parloa integrates effortlessly so you can uncover trends, track agent performance, and make data-driven decisions to continuously improve your services.

At the heart of this capability is our Data Hub, which provides the raw event stream from every AI agent interaction — each message, escalation, and resolution — automatically redacted for personally identifiable information (PII) and refreshed every two hours.

In short, you can continue working with the BI tools you already rely on — only now, with direct access to rich and secure data that’ll help you continually improve the customer experience.

The future of customer experience starts with seamless integration

As AI transforms the customer experience, organizations must either evolve quickly or risk falling behind. But, as Parloa’s integrations offerings illustrate, evolution doesn’t have to mean disruptions to your current operations.

Our platform bridges the gap between legacy systems and modern AI capabilities, so you can reap the benefits of our AI agents without rebuilding your entire technology stack.

Ready to modernize and improve the customer experience with ease?