USE CASES

Custom call flows

Build a call flow that meets your needs

Build logic into your workflows to create call flows that connect you to the right customers at the right time. The NEL Telecom Voice API makes building call flows a breeze, while the Mission Control Portal makes it easy to monitor your usage, spend and call quality.
 

HOW IT WORKS

Smart features for efficient calls

Incorporate speech-to-text, call recording, answering machine detection and more to determine where to send customers when they call. Our Voice API and integrations make building a custom solution seamless.

Get started with the basics

With TeXML Bin in the portal, non-techical NEL Telecom users have the ability to start building call flows that work in just a few minutes. Start out with a simple call forwarding app or build a functioning IVR in the portal.

Monitor everything in Mission Control

Manage your numbers, SIP trunks and applications in one place. Deep dive into call quality and usage metrics with our free debugging tools and real-time reports for ultimate transparency.

PRODUCTS

Build with developer-friendly APIs

Voice API

Build the exact call experience your business needs, with more control than any alternative.

SIP Trunking

Meet customer needs by scaling your call capacity on-demand via API or in the portal, and only apy for what you use.

Global Numbers

With numbers in over 145 countries you can achieve true global presence when you partner with NEL Telecom. Search, buy and port numbers via API.

TeXML Bin

Upload a TeXML definition to media storage to start building your call flows directly in the portal, with minimal code.

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Frequently Asked Questions about Custom Call Flows

Most frequent questions and answers

Call flow is a term that is used to describe how a call is routed through a system. This includes routing calls from customers to free call center agents, to the correct support team (e.g. billing instead of returns) or in some cases call flows can enable users self-serve by playing pre-recorded information.

 

Customizing call flows allows businesses to create a unique calling experience for their customers. No two businesses are the same—so it’s likely that a call flow that works for one company, won’t meet the needs of another. Voice APIs allow businesses to easily build unique call flows in order to help maximize call center productivity and customer satisfaction.

 

Telnyx users can start building call flows in the portal or with our APIs. To start, map out what you would like to include in your call flow and then implement helpful features like answering machine detection, speech to text, call recording and media streaming. Take a look at our tutorials and guides to get up and running quickly.

 

Once your call flow is live you should monitor some basic measurements to ensure it’s working as intended. Tracking call time is especially important. While a main factor for designing a call flow might be to decrease the length of customer calls, if they fall below 20 seconds, it’s unlikely that the customer query has been answered. You can also track call quality through our QoS reports. Customer satisfaction can be majorly affected by latency, lag and jitter, so you’ll want to make sure your application is free from those issues.

 
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