What it is
Voice API solutions are available for IP Contact Center customers and include Calling API, Network Management API and Traffic Reporting API.
Building blocks
The Voice application programming interfaces (APIs) are solutions that provide the building blocks to create inbound and outbound calling solutions specific to your business, help meet your reporting needs and allow you to route voice traffic in near real time.
- Calling API
- Traffic Reporting API
- Network Management API
Customized API solutions
The Voice APIs are software intermediaries you can use to build customized solutions that programmatically manage phone calls, prompt and route toll-free callers, initiate outbound calling, query and take action on call traffic patterns, streamline contact center operations, and more.
These APIs are available for IP Contact Center customers to provide them with additional flexibility to customize their communication platforms. (Voice APIs are not available separately.)
Benefits
Flexible routing
Dynamically route calls, based on your contact center needs. This includes percent allocation, termination changes and routing to alternate plans.
Bring your applications to life with Voice APIs.
Calling API
Enhance the calling experience by creating and customizing voice applications based on the needs of both your business and your customers when you layer your IP Contact Center with Calling API.
Dynamic control
Route calls based on factors such as the time of day, caller’s region and area code, available agents, and customized interactive voice response (IVR) trees to help improve resource utilization.
Multifactor authentication (MFA)
Add an extra layer of security for your customers and your business by providing callers with a one-time passcode to log into their accounts.
Outbound call campaigns
Design and execute outbound call campaigns to help expand your business.
Traffic Reporting API
Dynamically query call-detail records to analyze patterns and track traffic– without logging into the Verizon Enterprise portal. Make decisions proactively with triggered notifications.
Analyze near real-time data.
Create a dashboard that sorts near real-time information and displays customized trends filtered by precise geographies to help you make decisions about optimizing your call center operations.
Set alerts.
Help keep operations functioning properly by programming threshold alerts that automatically notify business decision makers when red flags occur so they can proactively take action.
Simplify report access.
Replace the need to log into the portal to access reports by making it possible to dynamically query call-detail records and even obtain summarized results as determined by your application.
Network Management API
Manage your IP contact center by examining your inventories and making routing changes all determined by your application. There’s no need to log in and manually key in adjustments.
Modify route plans.
Make percent allocation changes or change the termination in a plan to redirect traffic to a different location based on your contact center’s business needs.
Implement numbers to routing plans.
Help keep operations functioning properly by programming APIs to automatically reroute calls in response to contact center fluctuations such as high call volume or weather-related events.
Order history
Each API creates a trackable order in Network Manager so you can historically view the changes made to your contact center.
FAQs
Voice APIs are a set of application programming interfaces that help businesses build high-quality and scalable custom voice applications for inbound and outbound calling while helping to manage support and diagnostics. By adding custom voice to their communications platform, businesses can create unique and branded communications that fit specific business needs, engage customers more effectively and enrich the customer experience.
Voice APIs help improve customer experience while enabling businesses to devote more time and investment to their business goals. Custom voice can personalize phone calls, provide a more interactive and user-friendly experience, scale to handle greater call volume and adapt to evolving communication strategies. Together with reporting APIs, businesses get near real-time visibility and insights into performance by tracking call metrics that help them continue to optimize their voice communications.
Verizon IP Contact Center customers can use Voice APIs to communicate more effectively with customers, including playing prompts, routing inbound calls, placing outbound calls for calling campaigns and enabling multifactor authentication. In addition, businesses can analyze near real-time traffic data that helps inform decision-making about how to optimize call operations, get alerts when red flags occur, dynamically query call-detail records and modify call routing plans quickly and easily.
You can build a dashboard utilizing summary queries, and use this transparent data to make strategic decisions ranging from adjusting agent schedules based on demand to launching marketing campaigns. For example, you can open a dashboard to pull near real-time call trends and sort them by day and geography to view which marketing campaigns are influencing call volume. Areas of high calling volume might prompt the decision to spread the campaign to more locations. Or, data showing that customers are on hold longer on some days than others might result in reallocation of agent schedules.