Enlightened organizations are embracing the API economy. They are leveraging flexible APIs to tailor both employee and customer experiences and optimize workflows.
APIs enable the integration of communications tools into business, productivity, and vertical software, which helps reduce disruptive app switching and task completion time while improving accuracy. APIs deliver timely information from a variety of sources, providing the required context for more productive conversations and faster issue resolution. For example, API-based integration enables contact center agents and knowledge workers to initiate an interaction from within customer relationship management (CRM) software, which saves time and enriches the conversation with important background information.
By automating simple or repetitive tasks, APIs reduce costs and free organizations to allocate human resources to higher-value tasks. For example, a recent Frost & Sullivan survey indicates that 34% of organizations find APIs enhance office worker productivity. Organizations can use APIs to automate call logging, improve record keeping, and optimize future customer interactions. Similarly, API-based integrations with vertical software enable automated notifications, such as appointment or prescription refill reminders or take-out delivery notices, which enhance customer service and free employees to handle more complex tasks.
Benefits of CPaaS and Programmable Communications via Flexible APIs
To prepare for the age of digital agility, organizations must consider leveraging APIs to integrate communications with key workflows. Those ready to future-proof communications investments must choose modern cloud communications solutions that offer flexible APIs and off-the-shelf integrations with third-party software and services that the organization relies on.