The Odigo Platform provides API and web services (REST, SOAP) to integrate with third party systems such as CRM, BPM, Workforce Management and Quality Monitoring solutions.
These APIs can be used to push or pull information with third party systems and some of them encapsulate API requests (like Nuance and Beyond Verbal).
Three sets of APIs are available:
This is the set of Communication APIs to transport interactions : SMS, video, voice, messaging, … and webRTC API, IP telephony, or SIP trunking.
These are the orchestration APIs, with routing management API, ACD configuration, Agent status, etc. Type of service: CTI, Agent toolbar, Push notifications,…
These are the big data and Intelligence APIs, customer profile data, customer interactions logs, real time speech-to-text, Recording, emotion detection and text semantic analysis.