Every second that a customer is on a call with your company, your brand’s reputation is on the line. Scary, huh? Not if you can automate a best-in-class experience that is scalable and repeatable. Hello, Bandwidth’s Global Voice API solution! In a world where customer experience is critical for retention and profitability, more companies are turning toward programmable Voice APIs because a Voice API lets you build custom voice calling experiences that are more flexible, and customizable than traditional call routing.
This is the first of a three part series where we highlight common use cases for our Voice API and why more companies are choosing it for more versatility and better CX.
Why companies choose programmable voice
There are two primary ways a company could add voice to their application; traditional SIP or via a Voice API. SIP is perfect for companies whose core business is telecom or those with familiarity setting up and maintaining SIP infrastructure. On the flip side, a Voice API solution is ideal for those who don’t have traditional SIP expertise or are looking to control voice calls programmatically.
Here’s a side-by-side comparison between programmable voice and traditional SIP:
| VOICE API | SIP | |
|---|---|---|
| Fully cloud-based | Infrastructure | PBX/Switch (on-premise or cloud) |
| No telecom expertise required! Developers can do what they do best: create software. | Configurations | Requires telecom knowledge to create and manage routing rules |
| Add a few lines of code to implement new features | Flexibility | Not easy to adapt and may require physical equipment |
| Pay as you go + development costs | Cost-effectiveness | Pay as you go + hardware implementation and maintenance costs |
If you’re ready to get started with a Voice API, you’re likely already versed in the benefits of programmable voice and ready to dive into the nitty gritty (if not, check out What is a Voice API). If you do not have a Bandwidth account enabled for Voice API, be sure to reach out so we can get you set up with one!
The Bandwidth Difference
Built on our owned and operated network
Bandwidth’s programmable Voice API allows you to build a custom voice calling solution that embeds inbound and outbound calling capabilities directly into your application or product. With Bandwidth’s Universal Platform, our entire coverage footprint will now be available for Programmable Voice use cases, expanding your reach around the globe.
We didn’t just build a Voice API network on top of a variety of partners or carriers, creating a web of confusion and hops that unravel the quality of a call. Instead, we’ve maximized single-hop connections directly to the operators to assure the highest call quality and make debugging a breeze in the event that an issue arises.
We’re the telco experts so you don’t have to be
Don’t know a lot about telecom? Don’t know where to even start? Don’t worry, we get it…we get you. Whether you’re providing a real-time channel for customer service, or building something more dynamic to evolve your customer experience, our Voice API is made by developers for developers. The voice API supports whatever language you’ve built your software on, including PHP, Node.js, Ruby, C#, Java, and Python. Allow us to be the telco experts while you develop and manage a best-in-class user experience for your customers.
Support teams you can count on
Global businesses need true round the clock support, which is why Bandwidth provides 24/7 technical support. Our team’s worldwide local regulatory expertise means that industry know-how is always within your reach. We hold ourselves accountable through SLA achievement, a near-perfect CSAT benchmark and a focus on helping enable your success. It’s no surprise that customers feel calm and confident relying on Bandwidth.
What are the benefits of using the programmable voice solution with Bandwidth?
A partner that scales with you
By default, a Bandwidth Voice API account is allocated 5 CPS and 100 active calls. But your calls aren’t limited to those initial allocations. Our architecture is built to scale to meet your organization’s needs.
But scaling isn’t just about the number of calls you can have going at any one time. It’s about having the features your team needs now, and will be asking for in the future. The right feature suite can power your growth over time, as your needs evolve and grow. That’s why Bandwidth gives you access to:
Call Control
Build custom call flows using call transfers, bridging, and call forwarding. Add capabilities like recording, transcription, media playback, and conferencing to build valuable communications workflows.
Text-to-Speech
Build custom applications using SSML markup and Text-to-Speech (TTS) in several voices and languages. Want to play audio on calls from a professional voice actor? Our API supports WAV and MP3 audio playback for just that.
Conferencing
Whether your application requires a 2-person call with agent ‘whisper’ supervision or a full-blown 20-person conference, our flexible conferencing APIs have you covered.
Interactive Voice Response (IVR)
Build a customized, self-service flow that fits your needs by using our DTMF detection and media capabilities like Text-to-Speech and audio file playback.
Recording & Transcription
Bandwidth’s API makes recording and transcribing conversations or voicemails easy. Start and stop recording during a call for flexibility and security in dual-channel and mono recording formats.
Answering Machine Detection
Using our Answering Machine Detection capability, you can build flexibility into your application to play TTS or connect a call depending on what or who has answered.
Media Streaming
Extend your voice application by streaming with real-time call audio to your preferred tools via WebSocket. Build meaningful customer experiences by unlocking voice bots, sentiment analysis, voice biometrics, and more.
Flexible billing
The billing of inbound and outbound minutes of use and Voice API specific features (like Recording, Transcription, Conferencing, etc.) varies from provider to provider. There are two variables to be aware of: minimum billing and subsequent rounding increments. A common billing model in the CPaaS space is 60/60, meaning that billing for a call less than a minute will be rounded up to a minute and all calls over a minute will round up to the nearest minute. With this model, a 23-second call will be billed for one minute and a 88-second call will be billed for 2 minutes.
With Bandwidth, we leverage a 6/6 billing model, meaning that billing for a call less than 6 seconds will be rounded up to 6 seconds and all calls over 6 seconds will round up to the nearest 6-second increment. With this model, a 23-second call will be billed at 0.4 of the per-minute rate and a 88-second call will be billed for 1.5 of the per-minute rate.
You can see how the savings stack up:
| Competitors’ 60/60 billing | Your cost | Bandwidth’s 6-second billing | Your (lower) cost with Bandwidth | |
|---|---|---|---|---|
| 23-second inbound call | 1x per minute rate | $0.0055 | 0.4x per minute rate | $0.0022 |
| 88-second inbound call | 2x per minute rate | $0.011 | 1.5x per minute rate | $0.00825 |
Bandwidth’s 6-second billing segments allow for a more versatile and accurate solution to accommodate a variety of traffic profiles. This billing model also applies to the Voice API features like recording, transcription, and conferencing. Simply put, billing segments are the foundation for offering a competitive solution with a ROI that stands out.
Global reach
Whether setting up an outbound voice notification for an appointment reminder or creating an IVR on a toll-free support line for global callers, the Bandwidth Voice API has you covered. Our programmable voice has been a staple offering for over a decade in North America, but in the most recent exciting news – we have taken it global! That’s right, SaaS companies and software-centric businesses can leverage our global network with 99.995% uptime with full confidence that their mission-critical traffic will connect.
Assurance doesn’t stop there though. Our global privacy program is built on the framework of GDPR principles and CCPA/CPRA imperatives that have served as the model for emerging privacy and data protection laws in other jurisdictions. Our global footprint provides both depth and breadth of coverage so you can create lasting customer experiences across borders.
