Programmable Unified Communications (PUC) 🔗 ↑ TOC

What is PUC? 🔗 ↑ TOC

Programmable Unified Communications (PUC) is a new category in business communications that SignalWire has created and leads. PUC represents the evolution beyond fragmented communication solutions by combining the flexibility of CPaaS with the unified capabilities of UCaaS and CCaaS.

Why PUC Stands Out 🔗 ↑ TOC

PUC solves three critical problems in the communications industry:

1. Avoids Rigid On-Premise Systems: Eliminates the need for expensive, inflexible hardware-based solutions
2. Fixes Inefficiencies in Fragmented Cloud Services: Unifies voice, video, messaging, and AI in a single platform
3. Prevents High Costs of DIY Infrastructure: Provides enterprise-grade capabilities without building from scratch

The Evolution of Communications 🔗 ↑ TOC

Traditional Approach Problems 🔗 ↑ TOC

• Vendor Lock-in: Proprietary systems that trap businesses
• Fragmented Tools: Separate vendors for voice, video, messaging, AI
• Development Complexity: Stitching together multiple services increases risk of obsolescence
• Context Loss: Inability to maintain conversation state across channels
• High Latency: Multiple network hops creating awkward user experiences

PUC Solution 🔗 ↑ TOC

PUC offers a unified, programmable, and scalable platform that: - Consolidates all communication modalities - Maintains context across channels - Provides native AI integration - Enables rapid innovation and adaptation - Delivers enterprise-grade reliability

Call Fabric: PUC Implementation 🔗 ↑ TOC

Call Fabric is SignalWire's implementation of Programmable Unified Communications, providing a composable infrastructure where every element is modular and reusable.

Core Building Blocks 🔗 ↑ TOC

1. Rooms 🔗 ↑ TOC

• Scalable audio/video conferencing spaces
• Support for phone, SIP, and browser participants
• Dynamic scaling with low-latency performance
• Geographic redundancy for global deployment

2. Subscribers 🔗 ↑ TOC

• SIP endpoints for traditional telephony
• Mobile apps for modern communication
• Authenticated accounts for secure access
• Permission management and routing control

3. Scripts (SWML) 🔗 ↑ TOC

• JSON-defined call logic and real-time event handling
• Programmable workflows that can be modified in real-time
• Integration with AI agents and external systems
• Version control and deployment automation

4. AI Agents 🔗 ↑ TOC

• Intelligent assistants for voice, video, and text
• Native integration with telephony infrastructure
• Context preservation across channels and sessions
• Tool integration with CRMs, databases, and APIs

5. Queues 🔗 ↑ TOC

• Dynamic traffic routing based on criteria
• Time-based routing (business hours, holidays)
• Skill-based routing for specialized agents
• Load balancing and overflow management

Resource Model 🔗 ↑ TOC

SignalWire uses a resource-based architecture similar to familiar internet components:

Resource Addresses 🔗 ↑ TOC

Each resource is accessible via a standardized address format:

space_name.signalwire.com/context/address

Components: - Context: Identifier for the resource location (e.g., "public", "private") - Name: Unique identifier for the specific resource

Example: /public/Alice for a Subscribers resource named "Alice" in the public context

Benefits of Resource Model 🔗 ↑ TOC

• Scalability: Resources scale independently based on demand
• Composability: Mix and match resources to create custom solutions
• Familiarity: Similar to web development paradigms developers know
• Flexibility: Easy to modify and extend applications

Applications and Examples 🔗 ↑ TOC

Dynamic Call Routing 🔗 ↑ TOC

• Calls enter through IVR scripts
• Intelligent routing to AI agents or live support
• Context-aware decision making
• Seamless handoffs between automated and human agents

Multi-Channel Conferencing 🔗 ↑ TOC

• Unified rooms that integrate:
• Traditional phone calls (PSTN)
• SIP-based endpoints
• Web browser participants
• Mobile app users
• Consistent experience regardless of access method

Omnichannel Customer Experience 🔗 ↑ TOC

• Conversation context maintained across:
• Voice calls
• Video conferences
• Text messaging
• Web chat
• Single customer view across all touchpoints

Technical Architecture 🔗 ↑ TOC

Composable Infrastructure Benefits 🔗 ↑ TOC

• Modular Design: Independent components that work together
• Real-time Updates: Modify workflows without service interruption
• Horizontal Scaling: Add capacity without architectural changes
• Developer Productivity: Familiar web development patterns
• Rapid Innovation: Quick iteration and deployment cycles

Integration Capabilities 🔗 ↑ TOC

• REST APIs: Standard web service integration
• Webhooks: Real-time event notifications
• WebRTC: Browser-based real-time communications
• SIP: Industry-standard telephony protocol
• PSTN: Traditional phone network connectivity

Competitive Advantage 🔗 ↑ TOC

PUC represents a fundamental shift from: - Traditional CPaaS: Limited to basic API building blocks - Legacy UCaaS: Closed, inflexible systems - Fragmented CCaaS: Expensive, single-purpose solutions

To a unified platform that enables businesses to own their communication experience while leveraging cloud infrastructure and AI capabilities.