28.01.2021 |
According to a study, 64% of consumers use the telephone as their preferred communication channel when it is time to contact a company. This is why it is so important to integrate intelligent call control in order to handle the volume and to be able to react dynamically to any changing conditions at any time.
Would you like to get the most out of your service hotline and offer your callers an optimal call experience? If so, you should get to know our tech features that make your call control in telephone service easier than ever!
Dynamic call control for a maximum of flexibility
Requirements are changing – even in telephone customer service: Therefore, call routing should be managed flexibly in order to provide the best service possible. Control incoming and outgoing calls via your own web applications, which have direct access to your system and customer data. This gives you the possibility to dynamically customize call flows according to your requirements and enrich your data with relevant call information.
How to implement this? With the help of the TENIOS Call Control API.
With the help of our Voice-API, applications are controlled by the customer and subsequently processed via TENIOS. This allows you to remain in control of the situation at any time and to integrate announcements, menus or forwarding independently due to our standardized application interface. The call processing is handled by TENIOS.
Please find the functions in detail below in our Tech Tips:
#1 Start sending announcements
… to your callers!
When calling a service hotline, announcements often precede the call. These are usually of an informative nature and provide the customer with information on how to proceed. After the greeting, they may switch to a waiting loop or navigate the customer through a selection menu for call prequalification.
As part of the Call Control API, TENIOS allows customer-side control for playing an announcement. Announcements that are integrated by default in the TENIOS customer portal or that have been created or uploaded by the customer are controlled by a request and processed by TENIOS.
Check out request example ANNOUNCEMENT
#2 Turn text into spoken language
… in seconds via text-to-speech!
To create a greeting announcement, for example, you no longer need a time-consuming voice recording: With the help of text-to-speech, texts can be converted into spoken language. For this, the voice technology of the cloud services from Google and Microsoft is used.
Thanks to the SAY function, texts can be transmitted from the customer’s system. These are converted by TENIOS during call processing and played off as audio. The specified language and voice type are also transmitted.
#3 Do not bore your customers with DTMF
… offer voice menus instead!
Selection menus via keypad – also known as DTMF menus – are not very attractive in customer service. Give your callers the option to navigate conveniently and easily via speech. Speech-to-text technology converts voice input into text and matches it to the corresponding menu item.
The COLLECT SPEECH function allows you to activate voice control via API. This involves sending a request that includes the choice of the cloud service being used – Google or Microsoft – in addition to the announcement text and input language.
Check out request example COLLECT SPEECH
#4 Take your customers to their destination quickly
… with the right call routing!
The reasons for calls in telephone support are numerous. This makes it even more important to ensure correct call routing, which enables the issue to be resolved as quickly as possible.
This may require forwarding calls to the appropriate service department for example. Forwarding to target numbers can be realized with the BRIDGE function. Other possible destinations can be SIP trunks or SIP accounts.
Check out request example BRIDGE
Accessing embedded routing plans
It is also possible to activate a further routing plan out of the existing routing. For this the function ROUTINGPLAN can be used.
Check out request example BRIDGE
#5 Get to know when is it over
… and why!
The HANGUP function is used to end a call. The hangup reason can be determined with the help of the a code, e.g. a busy line (USER_BUSY) or an invalid phone number (INVALID_NUMBER_FORMAT).
Check out request example HANGUP
Implement your own control commands with TENIOS. Or: Combine the dynamics of the Call Control API with static routing elements and create an individual routing that is optimally tailored to your needs and those of your customers. Our cloud communications platform gives you the configuration freedom you need.
Please send us your requirements. We would like to support you. Get in touch via phone +49221-55400300 or via email sales@tenios.de. You can also use our online form:
