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Programmable voice is a viable solution for businesses who want to integrate voice functionalities into an existing software/app, but don’t want the hassle of the lengthy development process of building a solution from scratch.
Here, we will discuss all you need to know about using a programmable voice system to enable your application/software to perform various voice operations like audio conferencing and call recording, among others.
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What Is a Programmable Voice System?
Programmable voice refers to the act of integrating white-label voice API into an existing app or software, allowing the application to connect to your carrier network and/or the internet, to manage incoming and outgoing telecommunications, and also to perform voice-related operations by controlling the carrier/internet service like audio conferencing, recording/playback, and others.
A voice API (Application Programming Interface), is essentially a software intermediary that allows two applications to communicate with each other, in this case, a voice service application and an existing application—like a CRM system—, so that the application can now perform the voice functionalities of the voice application.
Why is a programmable voice system important? Can’t we just simply build our own voice and video application instead? Below, let us discuss the benefits of programmable voice compared to.
Benefits of Using Programmable Voice
Programmable voice, as discussed, allows a customer-facing application or software to get voice features by integrating voice API.
If we want to have our own application with specific functionalities, like voice and video, basically we have three main options:
1. Building voice application from scratch
In this approach, we simply use our own expertise or the help of a professional developer to build a voice app from scratch.
This approach, in theory, will provide the most freedom and versatility to build your own application with voice operations like an audio conference. However, this approach requires you to have enough budget and resources whether you’d build your own in-house developer team or outsource the development to a third-party developer. Not to mention, it can take a significant amount of time to test the app before it can be properly deployed.
Depending on your location, there might also be local requirements and regulations you must meet before you can deploy the voice app.
2. Using an off-the-shelf voice app
There are ready-to-use audio and video conferencing apps like Skype, ClubHouse, and Zoom that you can use right away, as well as applications like Spotify for audio streaming that you can use right away.
A lot of these applications are very affordable and even totally free to use, but you’ll also get the least freedom in customizing the app. For example, you might not be able to include your logo and other branding elements, and you can’t add your own custom features/functionalities.
3. Using programmable voice
Integrating programmable voice API to existing software or application essentially allows you to get the freedom and versatility of building your own service from scratch, while also avoiding the time-consuming and costly process of building your own voice application from scratch, as well as the headache associated with hosting and managing your own app.
Besides branding purposes, programmable voice allows us to fully customize the audio functionalities, which can result in the following use cases:
- Conversational AI apps
Conversational AI refers to AI-enabled software that human users can interact with via voice (speaking). For example, the AI can communicate with customers over the phone. Building this function from scratch can be extremely difficult and expensive, but by integrating voice APIs that support this feature, we can enhance our service in a more accessible way.
- Unified Communications as a Service (UCaaS)
What is UCaas? UCaaS refers to a cloud-based and cloud-delivered communications model that supports unified and instant messaging, telephone functions, audio/video meetings, and other communications-enabled business processes. Programmable video and voice solutions like Iotum that supports UCaaS can allow you to centralize internal communications between employees and management, and also external communications with clients and vendors by using your existing application/software.
- Customer service software
Advanced customer service software can automatically route calls to an appropriate agent while providing agents with the information they need in real-time. Using a programmable voice API to build your customer service center can result in a cost-effective, versatile, and scalable solution.
Industries That Can Benefit From Programmable Voice System
Accounting and Finance
Trust and data privacy are very important in accounting and finance. Voice applications and solutions can help accounting firms provide effective and efficient external communications while protecting client’s sensitive data while at the same time allowing personalized one-on-one service.
Leveraging the customizability of programmable voice, we can, for example, add 2-factor authentication (2FA) in the app for safeguarding sensitive financial information.
Education
Programmable voice system applications are now widely implemented in the education field due to the accelerated adaptation to remote education in the COVID-19 pandemic. There are various benefits that are made possible by a programmable voice system for educational institutions, for example, enabling virtual phone numbers for teachers to protect the teacher’s privacy (personal phone number) when contacting students outside of class hours. Prerecorded voice calls and voice conferencing can also be implemented for more efficient student-teacher interactions.
Healthcare
The appointment reminder function is a simple, but a very crucial benefit of a programmable voice system in the healthcare industry, with healthcare systems losing almost $150 billion annually due to missed appointments.
Conclusion
A programmable voice system allows an easier and more affordable way to integrate voice functionalities like audio conferencing and into your existing application, and also to build your own white-label voice service without the hassle of the lengthy development process.
