Can a Cloud Contact Center Be Built from APIs?

Bright Pattern

Twilio, the global cloud communications platform, is the applications game changer whose API building blocks successfully showed developers that customizing and deploying global telephony, chat, routing, and task distribution tools can and should be easy. contact center API

APIs 90

Announcing Early Media Support in the Nexmo Voice API

Nexmo

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

APIs 114

Trending Sources

Nexmo Voice API with ASP.NET: Before you start

Nexmo

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.

APIs 52

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

Nexmo

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?

APIs 81

How to Play Audio to a Caller in ASP.NET Core

Nexmo

Welcome to the second tutorial in our how to use Voice APIs with ASP.NET series. Cloud Communications Developers Voice ASP.NET tutorial Voice APITo check out other tutorials, please go to the Learn more section at the end of this post.

APIs 67

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

Nexmo

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 […].

APIs 57

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

Nexmo

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 […].

APIs 57

How to Handle Inbound Phone Calls with Ruby on Rails

Nexmo

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

APIs 59

Making a text-to-speech phone call with Django

Nexmo

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.

APIs 71

Super Fast Voice Broadcast with Asynchronous Python and Sanic

Nexmo

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.

Inbound voice call campaign tracking with Nexmo virtual numbers and Mixpanel

Nexmo

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

Dual Channel Transcription with Split Recording

Nexmo

As part of our Voice API offering, Nexmo allows you to record parts (or all) of a call and fetch the audio once the call has completed. Today, we’re happy to announce a new enhancement to this functionality: split recording.

APIs 68

Meet Voice Playground, Your Testing Sandbox for Nexmo Voice Apps

Nexmo

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

APIs 77

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.).

APIs 74

Twilio Shakes Up the Cloud Call Center World with Flex

Fonolo

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 ”.

APIs 56

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

inContact

With a suite of CXone products, which also includes CXone Automatic Contact Distributor, CXone Interactive Voice Response, CXone Reporting and CXone APIs, Hoveround shows no signs of slowing down any time soon. You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S.,

APIs 49

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

Fonolo

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.)

APIs 67

Selecting the Right Recorder to Power your Speech Analytics

OrecX

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?

APIs 139

2018: New Ways Cloud Will Enhance Customer Care

inContact

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.

Accelerate CX Innovation with an Open Development Platform

inContact

These specialized CX services are accessible via development-friendly API’s. If you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time.

APIs 68

Merits of Unlocking your Contact Center

OrecX

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.

APIs 43

Boost Your Brand – Double Business Growth with Voice Broadcasting

Dialer 360

Voice broadcast users can contact targets. It doesn’t matter they member, subscriber, constituents, employees or customers; almost immediately. If used by the government authority it would be as an emergency notification system. Such as notification are intended only for use in emergencies).

APIs 52

Is your Call Recording Software up to the Task?

OrecX

Your call recording ought to have the open API functionality necessary to easily and seamlessly integrate third party speech and omni-channel analytics systems. Nearly 50% of businesses today have some form of call recording - some with full featured enterprise recording systems, others with one-off recording functionality as part of larger telephony systems, and those with call recording capability as part of their cloud contact center software.

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

inContact

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

Fonolo

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.

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.

APIs 40

Call Recording Powers the ‘Intelligent Contact Center’

OrecX

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.

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.

Guest Blog: Assistive AI for Real Work

ShepHyken

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

APIs 76

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.

APIs 54

Two Reasons Why AI Won’t Replace Contact Center Agents, One Reason Why it Might

inContact

To best prepare for a dynamic future of AI innovations, contact center leaders should ensure their customer experience solution is built on a flexible, open cloud platform with a rich set of modern APIs so they can use or swap out multiple AI technologies as they mature. A major conversational shift around artificial intelligence (AI) occurred in 2017. For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding edge.”

5 Intriguing Call Center Acquisitions from the First Half of 2018

Fonolo

CEO Craig Walker said TalkIQ was attractive because “…many [other] startups in [this] category, for voice capabilities were simply repackaging Google’s speech API…” It’s true that most companies are using 3rd party ASR, though it’s usually Nuance’s (e.g.

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.

CRM 43

The Hidden Power Structure of Cloud Call Center Vendors

Fonolo

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 Cloud in 2016: What’s Driving Adoption Now

inContact

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.

APIs 74

Twilio Wows the Crowd with Flex Debut

Fonolo

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.

APIs 40