Contact centres
Contact centres is one of the verticals Shunya Labs targets, described on the company site as "Real-time analytics and agent assistance with conversational insights." This page links the Shunya capabilities you'll typically reach for when building in this space.
Recommended Shunya capabilities
| Capability | Shunya component | Source |
|---|---|---|
| Live streaming ASR | WebSocket endpoint wss://asr.shunyalabs.ai/ws with partial, final_segment, and speech_start / speech_end events | ASR API guide |
| Telephony codecs | ulaw / alaw at 8 kHz, accepted natively, no resampling required | ASR API guide |
| Code-switched audio | zero-codeswitch for Hinglish / Tanglish; zero-indic for general Indian-language audio | ASR API guide |
| Speaker separation | enable_diarization=true on batch, plus enable_speaker_identification for registered voices | ASR API guide |
| Per-call analytics | enable_intent_detection, enable_sentiment_analysis, enable_summarization, enable_emotion_diarization | ASR API guide |
| Redaction | enable_profanity_hashing and hash_keywords for masking sensitive phrases in stored transcripts | ASR API guide |
| Bot voice / IVR prompts | Zero TTS in mulaw 8 kHz with trim_silence=true | TTS docs §8.2 |
Source: Shunya Labs website (Contact Centers vertical), Shunya Labs ASR Gateway API Reference, Shunyalabs TTS Developer Documentation §8.2. Named CCaaS integration patterns (Genesys, NICE, Five9, Avaya) are not officially documented by Shunya, for example architectures see the Hands-on evaluation page, where they are clearly marked as illustrative.