Communications Platform as a Service (CPaaS)

Communications
Platform as a Service

Available exclusively for IP Contact Center (IPCC) customers,
our Communications Platform as a Service (CPaaS) offering
provides a set of APIs that you can leverage to build customized
solutions for inbound and outbound IP interactive voice
response (IPIVR) and call detail reporting.

Learn more about CPaaS and how it can help improve your
customer experience (CX) strategy.

Why choose CPaaS APIs?

By putting APIs into your key core network functionality, CPaaS APIs give you the building blocks you need to programmatically manage phone calls, prompt and route toll-free callers, query and take action on call traffic patterns, streamline contact center operations and more. CPaaS Voice APIs—which can be combined with other Verizon APIs—can help you improve:

Inbound calls
- Dynamically control your interactive voice response (IVR) call tree, and automatically determine what actions to take based on each caller’s call trees
- Flexibly route your callers based on the time of day, the caller’s region or area code, the number of agents you have available, and a variety of other factors
Outbound calls
- Efficiently manage your resource time by reminding your customers about upcoming appointments
- Create multifactor authentication (MFA) applications to provide customers a one-time passcode that they then use to securely sign in to your applications
- Design and execute outbound call campaigns that leverage CPaaS Voice API to reach your customers around the globe
Security
- Implement STIR/SHAKEN compliance in IPIVR to help authenticate and validate call credentials
- Utilize Verizon’s secure framework to post requests and obtain results
Operations
- Develop dashboards and reports to analyze results using near real-time call detail records
- Notify decision makers when certain triggers are reached so they can proactively take action
- View network call data holistically
- Gain insights on how to improve operations

Improve business operations.

Build dashboards utilizing summary queries, and use this transparent data to make strategic decisions ranging from adjusting agent schedules based on demand to launching marketing campaigns.

Example:

Enterprise decision maker opens a dashboard to pull near real-time call trends.

She sorts them by day and geography to view which marketing campaigns are influencing call volume.

She notices a higher calling volume in the north territory, which was where a new campaign was launched.

She shares data with other business decision makers to propose spreading that campaign to more locations.

Meanwhile, she notices that on some days, customers are on hold longer than other days, and she sends the information to resourcing to reallocate agent schedules accordingly.

Create an MFA application to provide an added layer of security.
During the sign-in process, your application can utilize CPaaS
Voice API to play the one-time passcode of your choice to the
called party and take the appropriate action.

Example:

Customer requests to log in to account.

Your application speaks a one-time passcode to the customer using CPaaS Voice API.

User enters the access code to log in to the account.

Multifactor authentication provides an additional layer of security for both customer and business.

Efficiently route calls.

Flexibly route calls based on a variety of factors. When a caller dials a toll-free IPCC number, your application can use CPaaS Voice API to determine the best action to take based on time of day, the caller’s region and area code, what agents are currently available, etc., and route the call accordingly, saving both time and resources.

Example:

Caller calls a toll-free IPCC number.

API is instructed on the best action to take based on client-specific needs (time of day, caller’s location/area code, what agents are available, etc.).

API routes the caller to a pertinent agent.

This saves the caller time and business resources.