How Script8 Makes VoIP Communications More Efficient

Voice over Internet Protocol (VoIP) has proven to be one of today’s most valuable communications technologies for businesses. By using the Internet to place voice calls, VoIP helps businesses cut costs, ease installation, reduce maintenance, and support remote workers. VoIP also empowers companies to tap into cloud-based apps that amplify the functionality of phone services, making it easier to deploy advanced technologies such as interactive voice response (IVR) and customer relationship management (CRM) software.

But customizing VoIP for companies with large telephone databases and specialized software needs can be a large-scale undertaking, both because of the number of phone numbers involved and because of the need for customized app integration. To make this task easier, 8x8 has developed Script8, a scripting language that lets companies design their own VoIP workflows and routing procedures. Here’s a look at how Script8 is helping companies overcome the challenge of large-scale VoIP integration and maximize the potential of digital technology.

The Challenge of Scaling VoIP Integration

VoIP and other telecommunications platforms such as SIP have allowed individuals and businesses to make telephone calls using broadband Internet connections in place of traditional telephone lines. A VoIP endpoint device, such as a computer or a VoIP phone, can use a broadband Internet connection to connect to a VoIP server that is managed by a VoIP service provider. The VoIP server can handle call routing and provide other VoIP services for the VoIP endpoint device.

Some VoIP providers customize their services for different customers. This may include features such as customizable auto attendants, call routing, call forwarding, voicemail, or other specialized applications.

This type of customization has enormous benefits for business users, adding functionality, saving labor, improving workflow efficiency, and cutting costs. However, for particularly large clients with many different telephone accounts and numbers, implementing and updating these types of customizations can be a significant undertaking, expending considerable labor, time, and cost. Both the scale and the complexity of VoIP integration can present formidable challenges to in-house IT teams.

How Script8 Tackles the VoIP Integration Challenge?

To solve this problem, 8x8 has developed its own proprietary scripting language, Script8,(1) which empowers customized VoIP workflow integrations and uses a routing engine API. 8x8's invention creates a VoIP service platform that can route calls for a plurality of customer accounts, supported by a call control engine configured to control calls routed by the VoIP server. The call control engine may control calls for each respective customer account.

To illustrate how the call control engine works and how it supports customized workflows, here’s an example of how an incoming call may be routed:

  • The script receives a telephone call made to the customer account
  • The script then parses a respective set of one of more documents for the customer account in response to the telephone call; the parsed documents are written in a programming language that includes call flow commands for the call routing logic
  • Next, the script accesses a customer server that provides data for the telephone calls based upon the parsing of the documents
  • The script then processes conditional statements that are responsive to the data provided
  • Finally, the script generates routing instructions in response to the conditional statements and associated call flow commands

By gathering data from calls and processing it through flow commands with conditional statements, Script8 allows businesses the flexibility to create customized workflows for managing VoIP calls. These workflows can incorporate data from other apps integrated with the VoIP software environment, such as the 8x8 UCC platform,(2) CRM integration,(3) and cloud contact center(4) solutions.

Script8 in Action

By facilitating customized workflows, Script8 can support customized VoIP applications(5) that greatly improve efficiency. For example:

  • Securing IVR responses with two-factor authentication of caller identity
  • Using CRM data to route priority calls
  • Sending callers SMS messages, such as directions to a retail location
  • Automatically sending an outbound voicemail message to a group of phone numbers
  • Dialing emergency calls with caller ID override

These applications illustrate the versatility of Script8. Virtually any app or data source can be integrated with VoIP into a customized workflow using the Script8 language.

Conclusion

Script8 represents the cutting edge of technology for customizing your VoIP workflow so you can do advanced applications that maximize your efficiency and productivity. Businesses rely on their technology to empower them to be as productive as possible. With 8x8's world-class technology you get everything your business needs in one place. Call 1-866-879-8647 or fill out an online form(6) to request a no-obligation quote from an 8x8 product specialist.

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