OMNICHANNEL API FOR
MASS NOTIFICATION SOLUTIONS

SMS, voice, email

Selecting the right omnichannel API for notifications and alerting

Omnichannel has become a point of differentiation in contact centre solutions. The growing number of omnichannel APIs directed at delivering a superior customer centric experience is testament to the value brought. But what is meant by omnichannel? How is it significant to mass notification systems? And what should a good omnichannel alert API deliver.

What is meant by omnichannel?

From a contact centre perspective ‘omnichannel’ is about coordinating communications with a customer. So, regardless of the many ways a person wishes to engage and interact with a business or organisation that organisation will have access to a single view on everything that has been discussed – the text messages, emails, calls, etc. It puts an end to customers having to repeat themselves…offering time saving benefits to the business too.

Omnichannel and mass notification

The importance and value of the omnichannel approach isn’t limited to contact centres. It also has a vital role to play in a wealth of mass notification solutions – from emergency alerting, to invoice chasing, school communications to business continuity systems. Here the value comes from having the ability to seamlessly notify and alert individuals, through multiple channels. And to automate activity. But perhaps most importantly is the ability to view, track and monitor responses from both an event specific and individual perspective.

Quite a few omnichannel APIs exist, but very few are tailored to the specific needs of outbound mass notification and alerting. Omnichannel APIs certainly weren’t created equal.

Seamless omnichannel alert API

The key advantage of using an omnichannel API is that you don’t have to write to multiple APIs – one for voice, one for SMS, one for email, etc. When creating an omni channel solution, you need a platform that is built for omnichannel notification delivery…not siloed capability that then needs stitching together. Square peg. Round hole.

At Alerting Hub we’ve developed a diverse range of solutions over the years. And we have experienced our fair share of clunky, messy, complex telephony and messaging APIs. That’s why a core value of Alerting Hub is to deliver high functionality behind a clean and simple omnichannel API – that’s our SendAlert API.

The SendAlert API enables the sending of notifications through multiple channels – SMS, voice, email – with a single API call!

We don’t have a voice API and a separate SMS API and a further email API.

Just a single SendAlert API where you can specify how you want the alert to be sent. Could be just SMS, could be voice, SMS and email all at once. The point is our omnichannel API allows you to focus on the event and the individuals you are communicating with.

One API call to send combined SMS and voice alerts

The following snippet shows the JSON formatted data to initiate a simple omni-channel alert. You can see just how straight forward it is – it’s possibly the only API you’ll ever need.

Notifications can consist of many different SMS, voice calls or emails in one go to different combinations of recipients – sent immediately or scheduled for later activation.

All events, such as delivery notes, replies and key presses are then collated under the same trackable alert identifier.

{ "version": "latest", "apiKey": "abcdefghijklmnopqrstuvwxyz", "clientRef": "abcd-efgh", "alert": [ { "alertType": "sms", "tag": "t1", "content": "This is an SMS 1", "contentEncoding": "utf8", "sender": "+447777100100", "recipientList": "+447777100100" }, { "alertType": "call", "sender": "+447777100100", "recipients": [ "+447777100100", "+447777100100", "+447777100100" ], "tag": "t1", "voiceFormat": "mp3", "contentEncoding": "base64", "content": "UklGRgi3.................w==" } ] }

OMNICHANNEL API FOR
MASS NOTIFICATION SOLUTIONS

Selecting the right omnichannel API for notifications and alerting

What is meant by omnichannel?

Omnichannel Alerts

Omnichannel and mass notification

Seamless omnichannel alert API

One API call to send combined SMS and voice alerts

Get started

OMNICHANNEL API FORMASS NOTIFICATION SOLUTIONS

Selecting the right omnichannel API for notifications and alerting

What is meant by omnichannel?

Omnichannel and mass notification

Seamless omnichannel alert API

One API call to send combined SMS and voice alerts

Get started

OMNICHANNEL API FOR
MASS NOTIFICATION SOLUTIONS