Exotel launches Heartbeat API to help create Internet of Telephony

Exotel has recently launched Heartbeat API, their latest offering to monitor the health of their virtual numbers (Exophones) in real time. Customer traffic is usually at it’s all-time high during the festive season. This makes being available all the more important from a businesses’ point of view. The Heartbeat API will create alarms and trigger notifications in case of a downtime to reduce the customer impact.

The Heartbeat API will serve as a transparent and reliable platform for customers in three ways; measure the uptime, take action by automating notifications in case of a downtime and analysing the availability of their lines over time.

The Internet of Telephony is the idea where all of the telephony infrastructures are connected to the internet and is able to identify themselves to other devices. If the entire telephony network is virtualised, the Heartbeat API can be used to potentially predict the health of any phone number.

The Heartbeat API can be used in multiple ways by customers. One of them will be to enable AI-powered operations at their end. It will potentially be a source of training data. For example, an ad engine can make decisions to optimise ad campaigns, by only enabling click to call operations on ads when a virtual number is up.

Providing great customer experience is the only way to ensure business survival in a competitive market. Businesses face huge losses because of bad user experience caused due to unavailability of communication lines. In a lot of cases, the issue is due to operator downtimes, a business may not even realise it until the end-customer gets affected.  A monitoring system like Heartbeat API can help quick identification of the issue and avoid latency in solving it.

The verticals most affected by downtimes are cab aggregators, marketplaces and last mile delivery. Customer calls are the foundation of business communication and is an essential business operation. One of the most relevant implementations of the Heartbeat API is the fact that businesses can switch to another healthy virtual number. This ensures that the business disruption is minimum to none.

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