September 23, 2020 // Product
Programmable Voice allows users to make, receive, and control phone calls using software - specifically, an API. A Programmable Voice API enables calls to be placed and received by connecting internet based software applications to the Public Switched Telephone Network (PSTN).
APIs provide a foundation on which to build software applications. They act as a link between two applications and enable complex processes to be easily repeated and managed. In this case, a Programmable Voice API takes care of the complex functions of a telephone so that a developer, with little to no telecom experience, can easily integrate communications into their application to craft their ideal customer experience.
By using a cloud-based communications platform via an API, companies greatly increase the level of customization and control they have over their communications. It is much easier to create omnichannel solutions that satisfy the requirements of their customers, all while adding additional functionality and insightful data. The speed and agility in which a business can respond to trends is considerably heightened after migrating to the cloud.
Tremendous effort goes into managing communications that are hosted on premise: purchasing, installing, and upgrading equipment, hiring personnel who specialize in telecom to manage it, and managing carrier contracts and trouble tickets with multiple vendors. Furthermore, this results in the inevitable limitations that come along with being confined to a single solution. Managing communications can be costly, time consuming, and restrictive. Often, in order to reach multiple channels, different applications must be built and managed. And, as the business grows and evolves, it can be exceptionally hard for your communications to keep up.
Switching to a Communications Platform as a Service (CPaaS) that offers a Programmable Voice API can save both time and money. Developers do not need to be specialized in telecom in order to work with the API, so existing resources can be utilized. The operational costs involved with maintaining on-premise equipment and infrastructure are eliminated, and teams are freed up to work on more strategic initiatives.
When updates and improvements are made in the API, they are automatically applied to the applications that rely on it. This flexibility ensures that as technology evolves, your communications will as well. And due to the high level of configurability, it is easy to add new features, allowing companies to both scale gracefully and maintain a competitive edge.
In addition to making and receiving phone calls, Programmable Voice provides the means to create call flows, modify live calls, record calls, manage phone numbers, and retrieve insightful data. There are a myriad of features that can be developed depending on the needs of the business.
Interactive Voice Response (IVR) is one common application. Developers build intelligent phone trees and dynamic menus based not only on the caller’s responses, but also using the data they have about the customer. Customers who call can be played a customized greeting or sent to a specific menu based on the data available in other systems. For example, a customer who has an appointment scheduled for later that day may be greeted and sent directly to the appointment confirmation menu. Dynamic IVRs can enhance customer experience, reduce frustration, and create more internal efficiency.
Conferencing is another popular application. Conferencing is used, across a variety of verticals, to connect multiple people on a phone call. Whether the application needs to connect two people or thousands, conferencing can be utilized for virtual meetings, town halls, large scale meetings, virtual events, and more.
Click To Call allows software applications to initiate calls through their own user interface. This is a common use case in CRMs and other contact management software which allows call details to be easily logged, recorded, and analyzed.
Call Tracking allows users to measure the effectiveness of sales and marketing campaigns. Based on the phone number that a customer calls, the business can gain insight into the effectiveness of their brand messaging and advertising. All the data generated on a phone call can be retrieved and easily logged in a CRM.
Contact Center functionality enables the inbound and outbound call control that agents need. Sophisticated call controls can be integrated into the agent’s user interface to allow for cold, tepid and warm transfers. Managers can listen in on calls and coach agents in real time using a whisper. They can even join a call with a dissatisfied customer. Dynamic call controls increase agency efficiency, reduce customer wait times, and create a better overall customer experience.
Within any vertical, personalization is key. In today’s world, with so many channels and methods for people to connect, one-size-fits-all solutions simply aren’t the answer. The ability to customize communications to reach customers in their preferred channel is more important now than ever.
We understand the importance of great customer experience and the need to offer communications that can be tailored to a variety of unique situations. Voxology’s Next Gen Programmable Voice API allows you to build the features your customers are asking for, without sacrificing reliability or speed. Our platform was designed to cut down on cruft and reduce unnecessary chatter between systems. This simplifies and accelerates the onboarding process, including the velocity at which your developers can add new features.
Market leaders in a myriad of verticals trust Voxology’s Programmable Voice to create intelligent communications, increase efficiency, and reach more customers through our sound and scalable architecture.