Take Control of Your Contact Center Roadmap With APIs

The Omnichannel Contact Center - Part 2: Take control of your feature roadmap and move at the pace of change with Twilio communication building blocks.

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Take Control of Your Contact Center Roadmap With APIs

This is the second article in the three-part series: The Omnichannel Contact Center

What if your contact center applications could communicate with one another simply and efficiently? That’s the promise of APIs, and Twilio’s give you a level of control over your roadmap, timeline, and budget that enables your contact center to rapidly adapt to changing demands.

APIs to the Rescue

Application programming interfaces (APIs) allow applications to talk to each other and exchange data. They offer a new approach to agile contact center development, unlocking the ability for you to experiment and learn as you add new features. With the right APIs you can liberate closed-off systems in your existing contact center infrastructure, enabling you to offer an omnichannel experience, without having to rip and replace.

Of course, all APIs are not created equal. The traditional contact center model presents several integration challenges, with platform vendors controlling proprietary APIs, and certifying different applications against those APIs. This is an expensive and restrictive approach. And your organization usually ends up footing the bill for the certification process.

Twilio is a particularly powerful example of APIs in action. Twilio APIs make it easy to add the exact types of communication features which customers want, iterate quickly on their exact design, and roll them out incrementally.

Your app or contact center system controls the logic, and Twilio powers the communication in the cloud supported by hundreds of thousands of servers deployed across 24 international data centers. From messaging to calls, Twilio allows you to use all of this communication data in context.

Because Twilio is vendor-agnostic, our API can integrate with your current CRM, contact center infrastructure and existing channels. Rather than enforcing a set of certified applications and relying solely on in-house developers for innovation, Twilio draws on a vast pool of developers in the wider community, constantly building their own solutions using all kinds of platforms and software, and sharing the code with other Twilio users. Armed with this knowledge, your in-house team can build, integrate and test with agility, and little or no impact on existing infrastructure.

This allows you to rapidly transform your existing contact center into a multi-channel customer engagement center with modest budget investment.

The Building Blocks for an Omnichannel Contact Center

Twilio APIs serve as building blocks to truly deliver an omnichannel experience. Using these building blocks you can ‘snap’ services together in the cloud to augment new features on top of your existing infrastructure. Think about using these APIs for new contact center experiences like using Legos to build your unique projects.

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These simple tools give you the ability to unshackle your contact center from outworn limitations and build the omnichannel features you want - at your own pace and budget.

Up next: Part 3 - Four Ways to Level Up Your Existing Contact Center