Building voice, instant messaging and Twitter applications in the cloud

The blog post by Adam Kalsey, a Developer Evangelist at Voxeo Developer Network, highlights the growing significance of integrating voice, instant messaging, and Twitter applications into cloud-based services to enhance customer engagement. With the advent of web programming tools and APIs like VoiceXML and Tropo, creating communication services has become more accessible, allowing developers to innovate by incorporating telephony into applications without needing extensive hardware or specialized programming languages. As real-time communication channels like SMS, IM, and social networks gain popularity over traditional phone calls, businesses are encouraged to adapt their customer service systems to meet these changing preferences, anticipating that half of automated communications will shift from telephones to other mediums in the next decade. The post provides an example of the Tropo platform, demonstrating its capabilities through a BART schedule mashup that interacts with users via multiple communication channels, including phone calls, SMS, IM, and Twitter, illustrating how developers can leverage these tools to create versatile, user-friendly applications.

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