Telnyx is the only platform that unifies carrier-grade communications infrastructure with low-latency voice AI, giving businesses full control to build scalable, real-time voice applications.

As they began building Voice AI agents, they knew they needed to integrate them with several Model Context Protocol (MCP) servers, like Salesforce and Zendesk, to deliver a breakthrough customer experience.

Ian Reither, Telnyx’s COO, adds more context:

“We wanted our autonomous voice AI agents to go beyond conversational capabilities and take action on behalf of users. This is key to helping users save countless time and avoid learning a new interface.”

However, connecting their agents with 3rd-party systems would have meant diverting engineering resources from their voice AI agents, along with their other products. This led Ian and his team to evaluate 3rd-party solutions. 

Ian explains why Merge stood out during their evaluation process:

“Merge Agent Handler offered hundreds of tools that our agents could start using immediately. During our POC, the Merge team was also able to add the other connectors and tools we needed extremely fast.”

Telnyx integrated their voice AI agents with dozens of MCP servers within days—from CRMs like Salesforce to ITSMs like Zendesk to ATSs like Greenhouse—through Merge Agent Handler.

Here’s how the integrations work:

1. As a user builds a voice AI agent, they’d select the “Integrations” tab.

2. The user can then select the “Add Integration” dropdown and click on the specific MCP connector they want to add.

3. Once the user selects a connector, it triggers Merge Link, a UI component, to appear. From there, the user can follow the instructions provided to authenticate the integration.

4. As soon as an integration is authenticated successfully, Telnyx’s Voice AI agent can read and write data in the connected system.

These integrations can power several agentic use cases. Here are just a few:

• Updating sales opportunities: As sales reps talk to prospects, Telnyx’s voice AI agent can make the appropriate changes on the backend. 

For example, based on a conversation, a voice AI agent can update an opportunity’s call notes, opportunity stage, among other objects, in the connected CRM (using the CRM’s update_opportunity tool call).

• Submitting candidates to open roles: Recruiters can call the voice AI agent and ask it to create candidates (using the create_candidate tool) and add them to a certain role (using the create_application tool) via the connected ATS. 

The recruiter would simply provide details like the candidate’s full name, email address, and, of course, the role they want to submit them to.

• Creating help desk tickets: Employees can call the voice AI agent and ask for help with specific applications and equipment. The voice AI agent can then create new tickets (via the create_request tool call) on the employees’ behalf. 

Users can even get nuanced questions answered on their tickets, like “How long will the ticket take to get resolved?” 

Here’s how the agent can work:

Note: For any of the use cases above, users will need to verify their identity (e.g., providing the voice AI agent their full name and user ID for the connected application) before the voice AI agent can take actions on their behalf.

Instead of spending weeks building their integrations and countless more time maintaining them, Telnyx was able to put all of this work on Merge’s plate.

Ian explains the impact this has had on his team:

“Our engineers have been able to save hundreds of hours this year by outsourcing MCP connector development and maintenance to Merge. This has enabled them to fully focus on building the leading full-stack platform for real-time conversational AI.”

Telnyx’s connectors have also allowed them to differentiate their agentic offering and sell to the enterprise successfully.

“With the help of Merge Agent Handler, we’re able to deliver the most connected voice AI agents on the market. This enables us to expand our enterprise workflows across industries and power increasingly sophisticated automations,” explains Ian.

Finally, Ian and his team have loved using Merge Agent Handler’s observability features. 

Ian uses a specific feature as an example:

“With Merge Agent Handler’s searchable logs, we can quickly and reliably verify tool calls and responses. This helps us deliver a smoother and more dependable experience for our customers.”

So, what’s next in Telnyx’s integration journey with Merge?

Ian fills us in:

“We’ll be adding dozens of additional connectors and tools through Merge Agent Handler to support more industries and users across our customer base. For example, we’ll be adding a connector with ServiceTitan that’ll allow field sales teams to dispatch jobs, update appointments, and more using a voice AI agent.”

We're excited to continue partnering with Telnyx as they keep pushing the boundaries of voice AI agent capabilities.