Voice and Video
In the following articles, we help you onboard and start using Voice and Video as a communication channel with top-notch customer experience. Use it to connect with customers, manage audio calls to landlines, mobile phones, and calls within your mobile and web applications.
If you were to measure this communication channel against the golden standard of face-to-face interaction, then live video communication is as close as you can get. Both auditory and visual aspects of the interaction are present, conversations are live and in real time. Especially if you strive to create an interaction that's more personal but still keeping it professional.
And yes, you can record all voice and video communication.
Now, what's important to note with this solution is that it's very customizable. Voice and Video is a huge solution with a vast array of features, configurations, and services which you can combine. Based on your business needs and use case, you can mix and match to pick the services you need. This is where your dedicated Account Manager will help.
Inbound calls are great for having local visibility in various markets around the world. These calls allow you to receive calls on your business platform initiated by your customers using their mobile or landline phones.
With outbound calls, you can initiate calls towards your customers. You can do this using API, SIP requests, or using a codeless web interface approach.
With Web and In-App Calls, using the WebRTC technology, establish real-time communication over the web and within mobile or web applications
Voice over API
Use API to configure your Voice inbound and outbound communication. There are various capabilities depending on your business needs, such as using text-to-speech and pre-recorded messages, IVR, click-to-call, and more.
Offer customers to connect with your business in real time just by clicking a button instead of manually dialing it. Increase customer satisfaction since Click-to-Call is free of charge for your customers. This Voice feature is available only via API.
Guarantee privacy and anonymity, giving access to a great customer experience without compromising on security. Connects two parties while safeguarding their personal phone numbers.
Voice Communication in Cloud Contact Centers
Benefit from using multiple Infobip solutions to seamlessly integrate and use Voice as a communication channel and Conversations, as a CCaaS.
Interactive Voice Response (IVR)
Use it as a two-way channel for calls with customers who will be able to respond using their phone keypads or their voice. If you use this feature, you may decide to branch your call flows based on customer responses. This capability is available via the web interface or API.
Record All Voice and Video Calls
Any voice or video call, inbound or outbound, can be recorded. Recordings are saved and you can play, search, download, or delete them using the web interface or API.
Answering Machine Detection (AMD)
To know whether your call was answered by a machine (voicemail answering machine) or a human, use AMD. You can use it with all automated outbound calls (outbound IVR, text-to-speech, pre-recorded automated calls, or click-to-call).
Dual-tone Multi-frequency Signaling (DTMF signaling)
Collect end-user inputs entered via phone keypad. Infobip supports DTMF when communicating with your end user via IVR, for example. End users leave their response by pressing different digits on their phone keypad.
Use the option to capture end-users' voice input when communicating with Infobip IVR. Save and match the voice input in one of the available languages with a predefined word or phrase.
Here's a technical overview of how our Infobip Voice and Video platform works, including WebRTC.
Using Voice and Video as a communication solution, you can easily and efficiently communicate with your customers worldwide, reaching them over a landline, mobile phone, mobile or browser app.
The Infobip platform supports both outbound and inbound voice calls. Additionally, you can connect using API, SIP integration, or our web interface for codeless Voice communication.
Depending on your business needs, you can set up the Voice and Video solution in different ways.