In our fast-paced, digitally focused world, customers want personalized service at lightning speed. A Hubspot survey of 1,000 customers found that 90% of people expect a response from a live customer service agent in ten minutes or less. Because expectations are so high, the pressure is on for customer service agents to consistently provide quick, high-quality customer experiences. Offering an elevated level of service with such a fast turnaround is next to impossible with manual support alone. And even if you have some digital tools in your tech stack, traditional contact center technology can fall short when it comes to efficiency. That’s why choosing no-fuss technology that automates your contact center’s routine operations is essential for making tasks more manageable for your agents.
Most of the apps built using VoxImplant have some client application that uses our Web or Mobile SDK, or some other type of the endpoint communicating with VoxImplant (like SIP client), but there are a couple of scenarios when there is no client application involved. The most common one is a callback scenario where the platform makes calls to a different destination and join these calls when required. Or another one - automated notifications or surveys, where you call your customer and playback some important message or get the feedback.
- Developer makes HTTP request to the Voximplant Cloud using the StartScenarios function of HTTP API specifying rule_id. Rule_id is the identifier of some Rule in one of your applications. You can obtain it by calling the GetRules function of HTTP API.
- The session is created in the cloud and the AppEvents.Started event is dispatched in your scenario. You can start making calls in the event handler or after the event was dispatched.
- media_session_access_url is returned in response to let developers control the created session.
- When a developer makes an HTTP request to media_session_access_url AppEvents.HttpRequest event is dispatched in the scenario. Developers can process it and return some data right away or use httpRequest to notify external web service about some event that can happen later.
We are going to prepare some tutorials in addition to this How To to let you see how fast and easy implementing different scenarios using HTTP Control API is.