Five benefits of building an API based Contact Center

What is an API based Contact Center versus premise or cloud system? Premise we all know, lot’s boxes you own sitting in your data centers connected to network you manage. Cloud is most everything running outside your environment as a turnkey package, typically charged for monthly. What they have in common is that both are products with defined feature sets, controlled releases and limited API connections.

An API based contact center is one where the core network connection is abstracted out and all the functionality (beyond the basics of actually making a call or sending a text message) is custom designed. Everything can be customized, anything is possible assuming the API provider provides access to the connection method. (Phone, SMS, Kik, video, skype…)





1. No more begging for functions.

If you need something that is technically possible, now it can be done. Your business is unique. No more groveling to the manufacturer asking for this or that feature.  With an API based Contact Center create the perfect system for you.

Dog begging for custom feature on a contact center system


2. Say goodbye to capacity planning.

The API based contact center that includes network (Twilio) scales up and down automatically. Let the API provider worry
about network capacity.  We instantly scale up or down to meet your needs.




3. Add channels easily. (SMS/text, Facebook, Email, Webchat, Kik, Telegram, WhatsApp, Snapchat, WeChat, Skype, Slack…..)

Adding channels to existing contact center products can be a big deal. May require a system upgrade. Might not even be possible!
Do you have Avaya, Cisco, NEC, Mitel….? Buckle up for a long story and a big price tag.
Adding channels to an API based Contact Center is a straight forward process. Just another building block.

4. Global reach – instant network

When expanding nationally or internationally you can now skip the contract negotiations with carriers. Because the API based Contact Center is cloud based, you can get instant multi-region connectivity and on-demand phone numbers from one platform.  Take calls TODAY in a new location.

5. Routing that you can define with an API based Contact Center

With a traditional contact center product, their software sets the rules on how routing is defined. In some cases this might work fine. However, in other cases the customer may want to bring unique factors into the logic. Imagine factors like:
• Local weather conditions when calling a federal department. (Calls from hurricane area are given priority.)
• Customers with open service tickets are given higher priority.
• Work flows for non telephone calls can be blended into the same routing engine.

API based Contact Centers that have an something like Twilio’s Task Router allow logic to based on the customers system.  Not canned logic in the contact center that may or may not be applicable.


If these things are important to your organization, then give strong consideration to an API based Contact Center.

  • Custom functionality that exactly meets your requirments
  • Piece of mind knowing the solution will meet your capacity needs.  Buy only what you need today knowing you never need to upgrade to the larger platform should your business take off.
  • Meet your customers on the digital channel they are on today.
  • Speed and availability to service any location in the country or in the world
  • Business logic based on your systems.  Create rules and work flows based on your process, not the the contact center system software.

If this is interesting and you’d like to brain storm on an idea or two feel free to comment or just give me a call. My cell is 612-237-8445.