How to use programmability to enrich your call experience

Wouldn’t you like to make your work life a little bit easier, whilst delivering a better call experience for your customers? That’s exactly what programmability can do. But what is it, exactly? And what benefits does it bring? In this post, we get into all that. Read on!

What is programmability in telephony?

Programmability is a flexible and powerful solution to design intelligent, automated call workflows. It is a way of customising your call experience in different ways, such as routing calls, triggering pre-recorded messages or utilising keypad inputs from customers to redirect their call. Using programmability effectively ensures your customer talks to the right person and allows your agent to focus on what’s important.

What are the benefits of programmability?

Programmability is a great way of reducing the frustration and hard work involved in telephony - both for the caller, and the agent answering the call.

By programming the call flow to direct the caller to the right place, you reduce their waiting time and ensure they reach the person who is best placed to help them.

A well-programmed call flow also reduces the amount of work for your agents, because they have all the information they need available before the call even starts.

Programmability is just one in a long line of smart features for your PBX. It all comes down to efficient call distribution. With the right system – and programmability in place – you can quickly route calls to the right person, allowing for greater productivity and ultimately a better experience for your customers.


Here are 3 benefits of programmability:


1. Higher efficiency 

Intelligent and automated call flows result in higher efficiency since the integration leverages available data to make sure your customer gets the best support. Your customer ends up with the right contact from the start, reducing the effort to obtain information or redirect the customer to another agent.


2. Happy customers 

The customer receives a personalised experience where they reach the most appropriate agent swiftly and simply. Intelligent routing will shorten your queue times and result in a better customer experience.


3. Empowered agents 

Essential customer information will be shown to the agent when in a call, giving them customised and accurate support.



Programmability in Telavox

Using Telavox's advanced programmability options allows you to route a call to the most suitable agent or make other intelligent workflows based on input provided by internal or external sources. Delight your customers by giving them a personalised experience when they reach out to you. Here are 4 key features of programmability in Telavox:


1. Route-based on external data 

You can integrate your internal system to perform API lookups on the customer that’s calling, either based on the phone number they're using or information they enter via their keypad. That data can be used to route the caller to the most appropriate agent. For example, if your external system states that the caller is a premium customer, Telavox can route that customer to a dedicated queue.


2. Data transparency

Telavox can store variables regarding the caller, either internal information about the call or from external sources and present that information to the agent when they take the call. For example, you could provide a link to the customer's profile in your CRM or sales platform so your agent can see detailed information about the person they're speaking to.


3. Caller verification and data compliance 

Add an extra layer of security by using keypad inputs to verify your customer’s identity using BankID or through your CRM system.

Guide  “Who am I talking to?” Security, verification and customer experience  Read the guide


4. High flexibility and easy set-up

You can customise your call-flow with whichever advanced programmability nodes you like in order to meet the specific needs of your business. With drag-and-drop modules, you can achieve complex functionality without needing extensive technical knowledge.


Pulling data from other systems using HTTP-requests means your agents have the information they need to provide exceptional support to callers without having to manually search for it. Meanwhile, your customers can get an efficient response to their query without needing to wait around. Programmability allows you to design a call flow that works for you and your business, and gives your customers outstanding support.

See Telavox in action  Contact sales