Platform and integrations

Connect Valence to your voice stack in a single afternoon

SIP trunk, CCaaS webhook, or direct audio stream: pick your integration path and start seeing emotion signals in minutes.

3 integration paths

<4h typical time to first signal

REST and WebSocket API

Three ways to connect

All three paths produce the same emotion event stream. Pick the one that fits your existing infrastructure.

Path 01

SIP media tap

1 Mirror the RTP stream from your SIP trunk to a Valence ingest address

2 Valence identifies each call leg, separates caller from agent audio

3 Emotion events begin flowing to your webhook within 1.8 seconds of first utterance

Path 02

CCaaS webhook connector

1 Install the Valence connector from your CCaaS platform marketplace

2 Authorize access and configure which queues to monitor

3 Dashboard shows live emotion state per call, no code required

Path 03

Direct audio stream API

1 Open a WebSocket connection to the Valence ingest endpoint per call

2 Stream PCM or Opus-encoded audio frames as they arrive

3 Receive JSON emotion events back on the same connection in real time

API at a glance

One REST endpoint to start a call session. One webhook to receive emotion events. No proprietary SDK required.

{
  "event": "emotion.detected",
  "call_id": "cid_8f2a91b3",
  "ts": 1720108845.312,
  "speaker": "caller",
  "emotion": {
    "primary": "frustrated",
    "confidence": 0.81,
    "valence": -0.64,
    "arousal": 0.72,
    "classes": {
      "frustrated": 0.81,
      "urgent": 0.12,
      "neutral": 0.05,
      "calm": 0.02
    }
  },
  "latency_ms": 1742
}

Live supervisor dashboard

See every active call's emotion state in real time. Set thresholds. Get alerts before a call blows up.

Agent	Call Duration	Caller Emotion	Trend	Alert
J. Morales	4:12	Frustrated	Escalating	Alert
S. Park	7:38	Calm	Stable	OK
T. Brennan	2:07	Urgent	Rising	Watch
L. Chen	11:54	Neutral	Stable	OK

Works with your existing CCaaS stack

Connects via native webhook connector or SIP tap to these platforms and any SIP-based telephony system.

CloudComm Pro NexusCX Platform VoiceLink Enterprise OmniSupport Hub ReachCloud Connect TelePath Suite ClearVoice Operations ApexCX Gateway

Plus any SIP-based telephony or CCaaS platform that supports webhook events or media tap. Contact us to confirm compatibility with your specific stack.