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SoundBite Touts Contact Center API

SoundBite Communications Inc. (SDBT) has enhanced its Web services API with three new modules: SoundBite Connect for Computer Telephony Integration (CTI) integration, SoundBite Automate for automated data exchange, and SoundBite Trigger for real-time messaging.

The SoundBite API delivers a Web services interface to the SoundBite Intelligent Communications Platform, providing on-demand access to multichannel proactive communications business services. The Web services API allows organizations to leverage their existing systems and platforms to automate business processes and transform their customer communications through a software-as-a-service (SaaS) offering. There are three modules of the Web Services API:

  • SoundBite Automate: Companies can add custom levels of integration into their back-office data systems. This automates repetitive campaign management tasks by viewing the status in real time, loading a contact list directly from the system and updating CRM databases with the campaign results.
  • SoundBite CTI Connect: This enables companies to create deeper connections between SoundBite’s Intelligent Communications Platform and their contact center infrastructure. CTI capabilities enable intelligent call routing, agent screen pop support of customer data and efficient call pacing. SoundBite CTI Connect finds the best match between caller needs and agent resources, resulting in higher customer satisfaction and greater contact center efficiencies.
  • SoundBite Trigger: Delivers real-time messages for time-sensitive communications such as suspicious credit card activity or emergency broadcast notifications, over a customer’s preferred communication channels.

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