API (Application Programming Interface) is a tool used by call centers to build their own applications that integrate with existing customer service software. An API enables developers to access data in the call center system without needing to write new code from scratch. This helps developers create custom apps built around existing systems and quickly deploy them, allowing call centers to extend the functionality of their existing software solutions.
APIs allow for greater flexibility and scalability when it comes to deploying customized solutions for a call center. For example, an API can be used to quickly deploy an automated chatbot that provides customers with instant service, or a voice recognition app that streamlines customer authentication processes. By taking advantage of such APIs, organizations can quickly and easily tailor their customer service solutions according to their specific needs.
More Contact Center API Resources
Developer Resources – LiveVox
Open APIs and documentation. We offer a robust directory of open APIs spanning the capabilities of our platform. LiveVox’s REST APIs provide basic CRUD (create, read, update, and delete) capabilities through standard HTTP methods. Each category of our REST APIs is described by a separate WADL (Web Application Description Language) document.
What is Two-way Text Messaging? Conversational Business SMS Guide (livevox.com)
Having two-way text messaging to provide effortless service is essential to keeping customers satisfied. SMS/text notifications are ubiquitous—from doctor appointment reminders to credit card fraud notifications, they’re commonly used to send messages, alerts, and reminders. That is now the status quo.
How APIs Enhance Contact Center Customer Service | LiveVox
API stands for an application programming interface. It sounds complicated, but it’s simply a means by which different applications can talk to each other.
Think of the old-fashioned “telephones” you’d make as a kid with two cans and a piece of string. If each can represents a different application, the API is the string that connects them.
Though most of us never think about APIs, we use them daily. They’re what enable us to use Facebook instead of a username and password to log into other applications. They allow us to make hotel bookings via a third-party site like Expedia. Any time to or more applications work together, you can be confident an API is to thank.