Full stack programmable voice is a comprehensive approach to voice communication that allows developers to control and customize every aspect of their voice and messaging interactions. From the user interface to the underlying infrastructure, you should be able to empower developers, Software as a Service (SaaS) applications, Independent Software Vendors (ISV), and enterprises with the ability to build feature rich communications experiences without the high costs of development resources and time. This includes features such as:
- Natural Language Processing (NLP): Enables voice recognition, understanding, and response generation.
- Text-to-Speech (TTS): Converts text into natural-sounding speech.
- Speech-to-Text (STT): Transcribes spoken language into text.
- Voice Automation: Creates automated voice interactions, such as answering calls or providing information.
- Integration with other systems: Connects voice capabilities to other applications and services.
- Call flow: the instructions used to route a call. The route includes a list of numbers or regex patterns that determine how a call is processed when it comes in for an account. The call flow parameters define what actions (e.g., menu actions) a user can take on a call and allow users to branch or chain actions together.
- Call Groups: Inbound calls are directed to a specific collection (or group) of extensions and phone numbers. Several channels can answer inbound calls within a call group. This can significantly increase group productivity and decrease a caller’s on-hold time. Calls can be sent to all extensions in the group simultaneously or to individual extensions based on recipient availability and other parameters.
- Call Hold: Users can place calls on hold from any device that is associated with their account. Maintain a caller’s engagement while they are on hold by playing recorded music, marketing content, or a friendly reminder about the call status. Reiterate to callers that their time is valuable.
- Call Park: Guide incoming call traffic and save valuable time by placing calls in a virtual parking lot. Users with different levels of expertise and who specialize in certain areas can retrieve calls from their extensions or transfer them to teammates. The virtual parking lot can be configured to route calls based on user specifications and business requirements, allowing team collaboration and high-quality customer service.
- Call Pickup: Accelerate call response time by appointing users in an account to answer calls for different extensions. Ensure calls are routed to the appointed users by creating callflows. Devices connected to an account can pick up calls from the designated user extensions.
- Call Queues: Create a virtual queue in an account based on pre-defined criteria. By setting up a call queue, multiple agents with access can respond to calls and route them to the appropriate recipient. Customizing the call queue with music on hold and automated queue status updates increases caller engagement and lessens the risk of lost calls.
- Call Recording: Record calls during business meetings and customer interactions for future playback. This feature can also aid in company training programs, onboarding new users, keeping team members aware of project updates, adjusting resources, and much more. All users in an account can record calls when the feature is enabled.
- Call Transfer: Assist callers with contacting the correct recipient by transferring them. Initiate an attended transfer by dialing a coworker’s number, relaying details about the call, and transferring the caller. Perform a blind transfer when sharing knowledge with the recipient beforehand is not necessary. Enhance communication within a business by transferring calls without a lengthy delay.
- OTT Messaging: Engage customers on the right channel (SMS, RCS, WhatsApp, etc.) at the right time to better support the user experience.
In essence, full stack programmable voice empowers developers to build highly customized and sophisticated voice-based applications.
Examples of full stack programmable voice applications include:
- Virtual assistants: Like Siri, Alexa, and Google Assistant.
- Interactive voice response (IVR) systems: For customer service and support.
- Voice-controlled smart home devices: Such as thermostats and lights.
- Voice-based games and entertainment: Like voice-activated storytelling or trivia.
Key benefits of full stack programmable voice:
- Enhanced user experience: Provides more natural and intuitive interactions.
- Increased accessibility: Makes technology accessible to a wider range of users.
- Improved efficiency: Automates tasks and reduces manual labor.
- Cost savings: Can reduce operational costs by automating processes.
- Eliminate SaaS Sprawl: Seamless integration, user engagement, scalability, and regulatory compliance are all under your control
By mastering full stack programmable voice, developers can create innovative and valuable voice-based solutions that meet the evolving needs of users. See how White Label Communications allows your brand and value proposition to shine through with our cost-effective technology.