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8 Reasons to Leverage Voice APIs in India

by Adam

As technology develops faster in India, business seeks to increase customers’ attention and improve processes. A voice API is an affordable means of automating telephony communications. Here are 8 key reasons why leveraging api for voice india is a smart choice for businesses in India:

1.  Improve Customer Experience

Mobile penetration in India is upwards of 85 per cent with cheap data plans driving a massive take-up of smartphones. In spite of the use of technological channels of communication, voice still plays an important part in the way customers communicate with business entities. Many customers still prefer to make traditional phone calls, especially to address issues such as customer support, claims or information. However, at present, every client expects individual and comfortable interaction in all modes of communication.

They do not want to suffer long delays for them to be solved rapidly. Businesses with the traditional telephony face a challenge as these systems are not scaled enough to accommodate surges in calls. This problem is addressed by using voice APIs. Interactive voice response systems give the opportunity to create automated phone menus through which customers can choose options for immediate information or to direct their calls respectively. It cuts down on wait time and empowers the customer feel. Call routing to agents is also a feature made possible with API’s depending on customer profile, language preference, the type of query, among others, to make the assistance personalized for each caller.

2.  Boost Operational Efficiency

Handling telephone calls within a business may take up lots of time. The employees have to respond to calls, transfer calls to specific departments or agents, and take notes about every detail in each conversation. The traditional process is also very time consuming, which can be better used elsewhere. A number of routine phone management jobs are automated with voice APIs.

It helps that calls are answered fast without any human involvement. Similarly, APIs create digital call logs that include when, how long, which agent, etc. This allows companies to track for performance metrics or fix problems more easily based on such call records. Voice APIs are also augmented with capabilities such as interactive voice response and natural language processing. Automation of simple query and request from customers through IVR menus and dialogue systems. Human agents will find it easy to accept complex queries and execute them without any difficulty. This implies that such automation frees employees from performing routine jobs.

3.  Reduce Communication Costs

Businesses require a considerable investment on traditional landline phones and call centers. This entails buying sophisticated PBX systems that support functions like call routing, queue management, recording and many others. In addition, business entities have to take into account expensive land line connection payments for telephone lines. Operational costs entail running the phone infrastructure. This include hiring agents to handle call operations among others.

Voice APIs refers to cloud based solutions which offer virtual phone numbers with calling features without requiring onsite systems. Simple APIs provide businesses with sophisticated telephony features. It is not necessary to acquire PBX boxes and telephone lines resulting in reduced costs. Businesses pay for minutes of phone calls made both as inbound and outbound using voice APIs.

4.  Facilitate Omnichannel Engagement

Today, customers demand service and support on their own terms. As a result, they turn over from digital channels such as sites, applications, messengers, and email according to convenience. A unified platform helps businesses to keep track of all customer interactions they have through these various channels. The voice APIs solve it by enabling integration of phone communication into other digital channels through the multichannel engagement.

Businesses could also extend this by offering interactive call-based services via voice APIs on their websites and mobile applications. This is exemplified in a case whereby a web form can bear a direct request to a call back by the consumers. When an agent gets a call, there are previously made inquiries, purchases and service requests shown directly onto their screen. Therefore, this serves as a vital basis for dealing with calls. Additionally, customers may be induced to contact the company or call them back by agents through messaging apps. In this way, voice APIs ensure smooth customer experience from different contact points.

5.  Enable Global Reach

Through the use of APIs that provide global virtual telephone numbers, companies can reach out to their customers virtually from any place in the world and set up a call center without investing in physical infrastructure locally. Telecommunications aspects such as international call termination and originiation enable communication worldwide. Affordable international rates give a business opportunity to access markets beyond its borders. Thus, customers receive continuous supply support wherever they are. Therefore, it puts these businesses ahead of their rivals in the international market.

6.  Accommodate Scaling Needs

Similarly, as companies expand their operations, communication needs also increase. Voice APIs are easily scaled, that is, new phone lines and agents can be added on demand depending upon demand. Also, the channel capacity is unbounded. APIs let scaling happen smoothly, with no breakage of service or compromise on quality. This allows for the changing trends of a modern business.

7.  Support Multi-lingual Interactions

Considering the economic and cultural diversity in India, it entails multilingualism support for inclusion of customers. Voice APIs enable multi-lingual activities such as multilingual interface voice response. Through this, businesses are able to satisfy the linguistic needs of multilingual customers. These agents could also be assigned based on language skills. It boosts regional accessibility.

8.  Empower Developers

Voice APIs are accompanied by potent developer tools comprising of SDKs and detailed documentation to enable developers develop personalized answers. Applications can incorporate features such as call control, text-to-speech, speech recognition, and call analytics effortlessly. Automation of sophisticated call flows without the need for telecom skills. Developers have the opportunity to come up with distinct customer engagements experience.

Conclusion

Businesses in India should embrace the use of voice api for your business to improve customer service, make operations more efficient, cut down on communication expenses, and stay ahead of competitors. Since they are highly scalable, flexible, and developer-friendly, voice APIs are best suited for automating cost effective telephone based transactions.

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