US telecoms stalwart AT&T is expanding its Application Programming Interface (API) marketplace connectivity points.
The AT&T API Marketplace (it’s an online store zone, not a real market, obviously) hosts pre-packaged software code for developers to embed into communications-related websites and applications.
Built on Ribbon Communications’ Kandy platform, the AT&T API Marketplace offers turnkey applications and self-service APIs for developers to create custom applications.
Enterprise software application developers will be able to add or upgrade services to their websites, such as click-to-connect voice, video and text as well as 2-factor authentication, conferencing, virtual directories and contact centre functions.
Self-service APIs are available for customers who prefer to integrate these communications capabilities into their own environment — but AT&T also offers support for more customised integrations.
These communication APIs give businesses the tools they need to provide potential customers and existing users the customer service capabilities they desire.
AT&T Business chief product officer Roman Pacewicz says that its all about creating the kind of omnichannel communications environment that contemporary businesses need to now operate with.
Pacewicz explains that business customers can use AT&T network integration services to design customer solutions — and that this includes developer-for-hire services to assist customers in building tailored software applications.
Sweet as Ribbon Kandy
According to Ribbon, “Kandy is a cloud-based, real-time communications software development platform, built from Ribbon’s communications, presence and security software. The solution framework includes APIs, Software Development Kits (SDKs) and pre-built applications (Kandy Wrappers) to improve customer engagement with click to call, visual Interactive Voice Response (IVR) etc.”
For the uninitiated, Visual Interactive Voice Response is conceptually similar to Voice Interactive Voice Response. Visual IVR uses web applications to instantly create an app-like experience for users on smartphones during contact centre interactions without the need to download any app.
Ribbon further explains that Kandy is presented as an outcome-based pay-as-you-grow business model to help the implementation of multi-channel communications environments.
The Kandy APIs and SDKs allow developers to integrate real-time communications into their applications. For example, with Kandy, programmers can integrate calling capabilities into CRM (or any other business process/application) using an enterprise’s phone lines, numbering and voice features and preserving the existing investment in communications infrastructure.
As an example use case of AT&T on Ribbon Kandy, a business could use an app to embed a click-to-chat button on their website to give customers an easier way to connect with support representatives.
As another example… a customised app could also help banks improve customer data security and reduce fraud by enabling the automatic 2-factor authentication of users via text messages.
AT&T Business says is it now looking to 5G and the company thinks that as 5G technology becomes more widespread, it will work to position its marketplace in a way that will help businesses create video-intensive apps via next-generation wireless technology.