Having an open software, meaning one that can easily integrate with other software and systems, is an essential aspect of any modern software, and the Aheeva Cloud Contact Center solution is no exception. Aheeva’s software offers both integrations with third-party solutions and a rich set of Application Programing Interfaces (APIs) for customers to implement their own integrations or have programmatic access to different functionalities.
such as Salesforce, Zendesk, Microsoft Dynamics (and more to come). These integrations provide customers with several advantages
Ultimately, all the above advantages contribute to improved customer satisfaction by enabling more personalized, efficient, and consistent service.
In addition to CRM software integrations, Aheeva exposes a complete large set of Application Programming Interfaces (APIs) for developers to implement their own integrations built on top of the Aheeva software. APIs are essential in the modern digital world as they allow different software applications to communicate with each other. In the context of the Aheeva Cloud Contact Center software, in addition to integration, APIs offer several advantages
The Aheeva APIs give access to all the functionalities to operate and monitor a contact center, as well as implementing Agents tools to handle interactions.
APIs are essential in the modern digital world as they allow different software applications to communicate with each other. In the context of contact center software, APIs offer several advantages:
The Aheeva Manager API is a REST based API and the primary application interface to the Aheeva Cloud Contact Center Manager. It gives developers access to configuration, operation, and management services.
Services accessed by the REST API include the creation and configuration of Agent Groups and Teams, Agents, Skill sets, Not-Ready Reasons, Calling Lists and Do-Not-Call lists, Outbound Campaigns management, Queues, Audio Files, Chat Server, Evaluation Forms, Dispositions, Call History, Phonebooks, Reporting, Routing Scripts, Users, Dispositions, etc.
In addition to creating entities, operation, and management services, for example to load and add records to Calling Lists, recycle Calling Lists, Load/Start/Stop/Unload Outbound Campaigns, Manage Users’ Passwords, Assign Skills to Agents, etc.
This framework is an SDK based on Typescript and allows developer to incorporate agent workspace functionalities into an in-house application, or even build a complete agent workspace as an alternative to the Agent Application that Aheeva provides.
The Agent SDK is a front-end-to-front-end integration without the need to invoke any back-end service. It allows:
The Statistics Server API is REST based and opens the door for external applications to create and retrieve statistics in real-time. Businesses can incorporate statistics and KPIs pulled from the Aheeva Contact Center into any external software.
Using the API developers can:
Metrics that can be created and accessed by API relate to all the object that the Statistics Server keeps track of including Queues, Agent Groups, Teams, Outbound Campaigns, Inbound Calls, etc.