Virtual Office Featured Article

Aria Announces API-based Softphone

January 09, 2018
By Maurice Nagle - Web Editor

Why are developers all about APIs these days? The answer is simple; they empower more rapid development of feature-rich solutions, enabling easy integration with the applications that make up one’s workflow. Cloud-based telephony solutions are seeing an uptick in the use of APIs, as from the contact center to the c-suite the increase in integrations is leading to improved workflow efficiency, which is driving positive results.

This week, Aria (News - Alert) Solutions unveiled an API-based softphone platform for CISCO telephony systems that enables the easy integration into Salesforce, allowing for more aware and effective agents. By delivering direct workflow integration and centralizing data, the API is designed to reduce agent errors and boost automation.

“It is a major philosophical shift in the approach to telephony integration that has been anticipated by many of our customers,” said Ron Owens, Sr. VP of Operations at Aria Solutions. “With Velocity, we can let customers choose the best desktop option for their business needs by making Velocity a fully integrated and transparent application for telephony (CTI) control.”

Aria Solutions is embracing what the digital, software-based age has to offer in linking Salesforce with Cisco (News - Alert) with the newly released API. And in terms of deployment, it’s easy, scalable, flexible and offers much in the way of support for businesses to guide the process.

The Velocity Softphone is available via Salesforce AppExchange. And, once implemented promises the look and feel of the Salesforce experience, ensuring continuity in branding and personalization.

“Recent research shows that on average, agents spend 15 percent of their time searching for information on multiple screens,” said Owens. “Velocity solves this problem by displaying all data on a single screen and eliminating any need to leave the console.”

Customer service is a zero-sum game. Happy customers make for loyal customers, and telephony plays a large role in building this relationship.

What APIs are enabling your communications?

Edited by Mandi Nowitz

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