Call Center Management Feature Article
February 23, 2012
Turning iPads Into Call Centers: Twilio' iOS SDK Changes the World of Call Center Management
By Amanda Ciccatelli, TMCnet Web Editor
Features dramatically changing call center management, like cheap international calls, mobile gaming with simultaneous voice chat, can now be achieved with Twilio’s (News - Alert) voice client IOS SDK, which launches publicly today.
Techcrunch.com reported that the software development kit allows any iOS app to send and receive voice calls over 3G or Wi-Fi for a fraction of the price of traditional calling. Twilio’s iOS SDK is an innovative technology making voice calling affordable and expanding its range of uses. Traditional voice calls in the U.S. cost two cents per minute and in Europe cost as much as 14 cents per minute, however, VoIP calls made through Twilio iPhone (News - Alert), iPad, and iPod touch SDK apps cost just one-fourth of a cent per line per minute.
Apps can call any standard or Twilio number and be instantly connected. If users want friends to be able to recognize them through caller ID when they reach out through an app, they can verify their number.
Call centers: Anyone with a headset and iOS device could ultimately create their own call center with Twilio IOS SDK. They have the ability to reference CRM data on screen while having incoming customer service or other types of calls routed to their device.
Conference calls: Instead of messing with specific dial-ins and passcodes, anyone can call a special Twilio number and have an app conference them in.
Travel Apps: A hotel’s app could let you call to make reservations, check in, or speak to the concierge without needing a phone with a local SIM card.
Social Dialer: Presence functionality allows you to see the location and availability status of people before you call and choose who to call after sorting contacts by current relevance or social characteristics.
Twilio-powered apps could drastically improve efficiency and reduce the cost today’s call center solutions in an industry where enterprises spend billions a year on expensive hardware and voice calling. Looking ahead, a new wave of Android (News - Alert) telecom apps won’t be far behind as Twilio is also launching the beta of its Android voice client SDK today.
Edited by Tammy Wolf