March 2019 Summaries

Bandwidth's APIs facilitate the integration with other tools and APIs by using callbacks, which enable the transfer of call and text message information to a server that can interact with additional APIs. An example application demonstrates how Bandwidth’s Messaging V2 API can be combined with Twitter’s API to allow users to tweet via SMS without needing to download an app or use mobile data, highlighting the convenience and accessibility of SMS-based services. The guide details setting up a server with secure callbacks using basic authentication to ensure only authorized requests reach it, as well as coding a POST route to process incoming SMS messages and interact with Twitter's API. The example is designed to handle text content from SMS messages, providing a practical demonstration of integrating Bandwidth’s API with other services while emphasizing the importance of assessing security and privacy considerations when implementing such solutions.

Cloud-Native is an approach to building and running applications that exploit the advantages of cloud computing delivery models, focusing on how applications are created and deployed rather than their location. Unlike traditional cloud-based technology, Cloud-Native applications are designed specifically for the cloud, offering real-time updates, scalability, automatic maintenance and updates without service interruptions, full multi-tenancy, seamless transitions to backup servers, and a true 99.999% uptime guarantee. Migrating from premise-based solutions or early cloud technology to Cloud-Native contact centers can help organizations better serve customers and stakeholders by adopting emerging technologies.

In this 4-part series, we explored Rich Communication Services (RCS), a technology that enhances text messaging with app-like features. RCS allows businesses to add branding elements, custom responses, and rich media cards, as well as embed information like phone numbers, location data, and maps. An example prototype demonstrates how customers can interact with hotels through their native texting apps for tasks such as checking in, upgrading rooms, and accessing necessary information before arrival. Companies interested in RCS can sign up for a beta trial on the RCS Messaging page.

Kari’s Law, enacted on February 16, 2018, requires direct dialing of "911" in enterprise environments and mandates the FCC to develop necessary 911 calling regulations for multi-line telephone systems (MLTS). The law aims to improve emergency response by eliminating the need to dial a prefix for an outside line when calling 911, ensuring precise location information is passed along to dispatchers, and notifying designated personnel of the emergency. Businesses using MLTS must comply with Kari’s Law by February 16, 2020.

The technology industry is constantly evolving, and businesses must remain agile to adapt to changes in business and operational needs. Cloud contact centers are becoming increasingly popular due to their ability to provide remote agents, consistent capabilities across locations, and outbound calling functionality. Industry research projects significant growth for the global cloud contact center market over the next few years. Businesses seeking a cloud communications partner should consider factors such as voice and messaging support, global reach, coverage in specific countries or regions, compliance, service reliability, and a consistent end-to-end customer experience.

Companies that manage large fleets and supply chains can improve operational efficiency and save time and money by implementing communication features like SMS and voice. Tried and true SMS remains the best way to communicate with employees on the road, allowing them to pick up their paperwork faster, get paid quicker, and get back on the road sooner. Improved operational efficiency, driver satisfaction and feedback, and replacing outdated business practices are some of the benefits that companies can gain from using SMS communication in fleet management. Many logistics companies are already seeing the benefits of utilizing a nationwide telecom carrier and API provider like Bandwidth by implementing SMS directly into their software and communications platform.

Rich Communication Services (RCS) is a new messaging standard that combines features of popular messaging apps like iMessage, Facebook Messenger, and WhatsApp into a single native experience. It offers real-time feedback, rich dynamic content sharing, quick response buttons, and improved branding for businesses. RCS also provides better data tracking and insights compared to traditional SMS and MMS. Businesses can use RCS in various ways, such as check-ins for hotels and airlines or enhancing customer service interactions.

The messaging ecosystem is undergoing significant changes, including new fees around A2P (Application-to-Person) SMS traffic and the sunsetting of shared short codes. One major development is 10DLC (Ten Digit Long Code), which aims to improve the messaging experience for businesses using local phone numbers. The industry has failed to provide a viable path for high volume business SMS on local numbers, leading to unpredictable delivery and filtering issues. Local A2P will bridge this gap by enabling reliable, high-volume messaging with recognizable local phone numbers. This development is particularly important given recent decisions by Verizon and AT&T to impose fees or sunset support for shared short codes.