Wouldn’t you like to make your work life a little easier while delivering a better call experience for your customers? That’s exactly what programmability can do! But what is it really? And what are the benefits? In this post, we’ll go through all that. Read on!
What is telephony programmability?
Programmability is a flexible and powerful solution for creating intelligent, automated call flows. It’s a way to customize your call experience in a variety of ways, such as forwarding calls, enabling pre-recorded messages, or using button selection to route calls. Using programmability ensures that the customer is talking to the right person and allows your agent to focus on what’s important.
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What are the benefits of programmability?
Programmability is a great way to reduce the frustration and workload that telephony can bring – both for the caller and the person answering the call.
By programming the call flow to direct the caller in the right direction, you reduce their waiting time and ensure they reach the person best suited to help. A well-programmed call flow also reduces work for your agents, as they have all the information they need at their fingertips before the call even starts.
Programmability is just one of many smart features for your PBX. It’s all about efficient call management. With the right system – and programmability in place – you can quickly route calls to the right person, increasing productivity and leading to a better customer experience.
Here are 3 benefits of programmability:
1. more efficient work
Intelligent and automated call flows result in higher efficiency as the integration leverages available data to ensure the customer receives the best possible support. Your customer reaches the right contact person from the start, making it easier to get information or send the customer to another agent.
2. Satisfied customers
The customer gets a personalized experience where they reach the most suitable agent quickly and easily. Intelligent call routing shortens your queue times and results in a better customer experience.
3. Work smarter
Important customer information is displayed to agents during calls, giving them personalized and relevant support.
Programmability in Telavox
Using Telavox’s programmability feature allows you to route calls to the most appropriate agent or create other intelligent workflows based on input from internal or external sources. Give your customers a personalized experience when they contact you. Here are 4 key features of programmability in Telavox:
1. routing based on external data
You can integrate your internal system to search via APIs for the caller, either based on their phone number or information they enter. That information can be used to route the call to the most appropriate agent. For example, if your external system indicates that the caller is a premium customer, Telavox can send the customer to a specific queue.
2. transparent data
Telavox can store variables about the caller, either internal information about the call or from external sources, and present that information to agents when they take the call. For example, you can have a link to the customer’s profile in your CRM or sales platform so that agents can see information about the person they are talking to.
3. Caller verification
Add an extra level of security by using button options to verify the customer’s identity using BankID or your CRM system.
4. Greater flexibility and ease of installation
You can customize your call flow with various smart features that your business needs. With drag and drop modules, you can do advanced things without being an expert in programming.
Executive summary
Retrieving data from other systems via HTTP requests means your agents have the information they need to provide superb support to callers without having to search manually. At the same time, your customers get quick answers to their questions without having to wait. Programmability allows you to design a smart call flow for your business and takes your customer support to the next level
