Announcing Early Media Support in the Nexmo Voice API


Nexmo is pleased to announce immediate support of early media in our programmable Voice API. This has been one of our most requested features, and it is now fully supported for all use cases that use our Voice API. Product Voice early media ringing tone Voice API

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Nexmo Voice API with ASP.NET: Before you start


This is part of a series on using The Nexmo Voice API with ASP.NET projects. It continues the “Getting Started with Nexmo and ASP.NET” series, which follows our Getting Started series on SMS APIs. The post Nexmo Voice API with ASP.NET: Before you start appeared first on Nexmo.

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Anatomy of a Voice API: What Is It? How Does It Work? What Can You Do with It?


The post Anatomy of a Voice API: What Is It? Voice Voice APIAs the technology that supports human communication continues to evolve, we’ve come nearly full circle when it comes to speech. Communication via Voice has been under some pretty stiff competition from SMS and other text-based, real-time communications channels in the past few years. But as the original mode of human communication, Voice still has a […]. How Does It Work? What Can You Do with It?

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Queue and Route Callers to the Most Qualified Agent with the Nexmo Voice API


The post Queue and Route Callers to the Most Qualified Agent with the Nexmo Voice API appeared first on Nexmo. As anyone who has tried to set up automatic lighting in their home can attest, a device employing a simple if/then action is usually pretty easy to implement.

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How to Receive Voice Call Events for a Call In Progress with Ruby on Rails


This is the second article in a series of “Getting Started with Nexmo Voice APIs and Ruby on Rails” tutorials. In our previous tutorial I showed you how to make a text-to-speech call using the Nexmo API and the Nexmo Ruby gem […].

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Make an Outbound Text-to-Speech Phone Call with Ruby on Rails


This is the first article in a series of “Getting Started with Nexmo Voice APIs and Ruby on Rails” tutorials. With the help of the Nexmo Voice API you can make worldwide outbound and inbound calls in 23 languages with varieties of […].

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How to Handle Inbound Phone Calls with Ruby on Rails


This is the third article in a series of “Getting Started with Nexmo Voice APIs and Ruby on Rails” tutorials. Developers Tutorial Voice devrel ruby ruby on rails text to speech tutorial Voice API x-with-y

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Making a text-to-speech phone call with Django


Developers Tutorial Uncategorised Voice devrel TTS Voice API x-with-yAmongst the incessant notifications people receive every day; a ringing phone is still much harder to ignore or overlook.

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Super Fast Voice Broadcast with Asynchronous Python and Sanic


Developers Tutorial Voice devrel python sms notifications text to speech Voice APISMS has become the de facto method for sending notifications when push isn’t available. So much so that I rarely receive an SMS from an actual “person” anymore.

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Inbound voice call campaign tracking with Nexmo virtual numbers and Mixpanel


Developers Tutorial Voice call tracking devrel python Voice APICampaign tracking is a “must have” for any marketing or advertising campaign.

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Meet Voice Playground, Your Testing Sandbox for Nexmo Voice Apps


We developed Nexmo Call Control Objects (NCCOs) to provide developers with a flexible mechanism for controlling the flow of a Nexmo Voice API call.

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Twilio Shakes Up the Cloud Call Center World with Flex


API Focus. They strongly connected the company’s identity with APIs. This formerly geeky term has become much more common, and now even mainstream publications like Forbes talk about the “ API Economy ”.

The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era


The Twilio Layer: Twilio offers a vast array of communication APIs, including all the functionality you need to build a call center. There’s no reason to partner with someone else to add transcription to your call center if it’s available via API on the platform you’re already on.)

Why Tech Start-Ups Should Start Their Customer Journeys Early

Aria Solutions

Besides being a very feature-rich CRM, what is often overlooked is the development platform Salesforce is built on, including its large set of APIs and tools to integrate with (Standard SOAP/REST APIs, custom SOAP/REST APIs using Apex, Javascript toolkits, Heroku, etc.).

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Selecting the Right Recorder to Power your Speech Analytics


Open API for easy interoperability.

Can Bandwidth Be Your Customer Experience Advantage?

Call Center Coach

At the core of Bandwidth’s business-grade CPaaS offering are communication APIs that allow companies to launch and scale next generation apps and solutions using the nation’s largest VoIP network. Are you a seeker of new things? What about re-discovering the old?

2018: New Ways Cloud Will Enhance Customer Care


IBM Watson, first brought to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years.

Merits of Unlocking your Contact Center


Speed: Without the need to crack proprietary code or develop complicated APIs, the speed with which you can customize, test, deploy, and support the software is dramatically improved. Open API – the software can be controlled by third party applications. Utilizing open source technology into your contact center brings added control, cost reduction, speed and flexibility (among other advantages) over proprietary solutions.

Solving the Biggest Service Desk Challenges

Monet Software

Data passes to Monet WFM for Salesforce through a widget atop a console via a streaming API. Many service desks, or help desks, lack the technology and insight to meet their escalating business requirements. As a result, they are not immune to such challenges as: Growing ticket volume – it’s easier to manage with better activity tracking, which improves response time. Without that capability, an ever-increasing volume of tickets will damage customer service.

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Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops


Open and accessible APIs allow for seamless integration and data dips into CRMs and databases to quickly and easily retrieve customer information based on their phone number or other data points, and immediately present those to the agent.

Avaya Shakes Off Debt, Heading to Public Market


Banking giant ING recently switched from an Avaya call center to a system built internally using Twilio APIs. 10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry.

Advantages of Banking Virtualization

Revation Systems

How Banks Can Win With Rewards Programs By Using APIs. While many customers are still most comfortable banking at their local brick-and-mortar branch location, we’d like to think it’s because they enjoy seeing their favorite teller and not because they’re afraid to try online banking.

Call Recording Powers the ‘Intelligent Contact Center’


Integrate and centralize your customer-related data sources (call recording, speech analytics, ACD, IVR, PBX, etc.) – systems with open APIs make this easier. By now you have hopefully heard of the significant new trend that is emerging around the notion of “Intelligent Contact Centers”, or contact centers that fully integrate the power of analytics into the contact center function. See “ Launching an Intelligent Contact Center ” by Omer Minkara of Aberdeen Group.

Twilio Wows the Crowd with Flex Debut


The big question we talked about in those posts was whether Flex would be a “formal” cloud call center offering, with per-agent / per-month pricing or some kind of upgrade to its existing call center related APIs. What he means by “level” can be seen in this diagram, which I think is the best explanation of what Flex is : The lowest layer is Twilio’s existing API-driven communication system.

Guest Blog: Assistive AI for Real Work


The technical implementation combines a collection of technologies — chatbots, micro-applications, knowledge center, widgets, a dialog engine, engagement engine, APIs, etc.

Softphones – Finding the Last Piece for Your Salesforce Service Cloud Puzzle

Aria Solutions

Does the softphone provide an API for additional integration? An API would allow for the most flexible integration. Many companies are using Salesforce Service Cloud with Omni to engage with customers and handle their service requests. With Service Cloud, you can connect with your customers through social media channels, email, and chat. Setting up those features paints a great picture to your service team.

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Robotic Process Automation – The Tip of the Iceberg


Unattended RPA can be implemented on a virtual desktop, or directly through APIs to applications running on a server. In a world of Alexa, iRobot and self-driving vehicles, we should be surprised if robots did not make their way into the contact center.

Your Agents are Not Superheroes! Increase Efficiency by Connecting Data Silos

Aria Solutions

A pre-built, flexible API-based integration saves a lot of time and money, compared to custom development. I am sure you’ve come across several resources that talked about digital channels now dominating over traditional ones. Even though your contact center might still be in the process of deploying or optimizing these channels , customers don’t care.

Access AI & ein Virtueller Roundtable


Das bedeutet, dass Unternehmen einen Self-Service-Workflow nur einmal erstellen, als “Unterhaltung” oder “Dialog” ins Leben rufen und diesen dann über einen anderen dialogfähigen Kanal, der über eine API-Schnittstelle verfügt, einsetzen können.

The Hidden Power Structure of Cloud Call Center Vendors


Three of the four “challengers” in the chart are built on top of the Twilio API. The cloud has radically transformed the call center industry. This shift, now chugging along into its second decade, has been well covered and is no longer surprising.

The Next Big Thing in Social Customer Service


However, when Facebook opened its API to chatbots, and separated the messaging application, we knew they had something up their sleeves. The weight social media has on brand affinity and customer satisfaction is constantly growing.

Stay Nimble with “A La Carte” Customer Service Solutions

Customer Service Life

Both platforms offer the ability natively to handle other support channels like chat, phone, and social media but they also boast robust app marketplaces and APIs that give companies a variety of tools to choose from.

Access AI & the Virtual Roundtable


Enterprises can build a self- service workflow once, that gets brought to life in the form of “conversations,” or “dialogs,” and deploy it on any channel that can be a conduit for a dialog and has an API. Last week, the first ever issue of Access AI ’s AI Magazine was released.

The Cloud in 2016: What’s Driving Adoption Now


They chose inContact over competing cloud providers because we have the most unified solution; we have superior end-to-end reporting and flexibility in the cloud; we have a superior value adding ecosystem built on our APIs with over 200 available for developers; and we do all of this globally.

Salesforce Data Loads: Using Feature Switches to Manage Apex Triggers

Aria Solutions

Now, let’s add a record to turn off triggers, by clicking the “Manage Records” button or link and select “New” I named the record “All Triggers”, used the default API name, and left the “Turned Off” checkbox unselected.

Legacy Call Center Vendors Jockey for Position


Last week I wrote about the cloud-based call center gang. This week, let’s look at the “legacy” gang. Yes, the term “legacy” is used in a negative way these days, but I don’t mean it that way.

Don’t Confuse Speech Recognition with Natural Language Understanding When Talking Bots


Others are LumenVox, Verbio, or Interactions, but speech recognition is now also offered as a cloud service via APIs by the likes of Amazon, Google, Microsoft, and IBM.