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The Nexmo Voice API - AAT 2016

Overview of the Nexmo Voice API. Talk given at the All About the API conference Las Vegas 2016

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The Nexmo Voice API - AAT 2016

  1. 1. How to Voice-Enable Your App with Nexmo Voice API Roland Selmer, Product Lead Phil Leggetter, Head of Developer Relations
  2. 2. About Nexmo Reinventing communication Nexmo’s Cloud Communications Platform enables you to develop faster and easier than ever before. Our Platform A set of cloud-based communication APIs designed to remove the pain of integrating with multiple carriers – and take you global in the blink of an eye. 7 Billion Phones reached globally 130,000 Developers 5 Billion API calls annually 99.997% Platform uptime 1235+ Networks connected 2Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission.
  3. 3. Nexmo’s Cloud Communication Platform Messaging API High deliverability & low latency globally Verify API & SDK Turnkey solution for phone verification IoT API (alpha) Next generation solutions for connecting IOT devices and M2M Voice API Text-to-Speech, VoiceXML and SIP Number Insight API Know your customers, communicate with context Phone Number API Largest global reach, instant provisioning for SMS & Voice Chat App API Access to all chat apps with one API 3Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission.
  4. 4. Leaders have chosen Nexmo in key verticals Chat Apps Transport Social Communication FinanceTravel 4Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission.
  5. 5. Voice Call From The Cloud
  6. 6. What is a voice API & why? Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 66 An API used to make, receive and control a telephone call through a REST interface Voice is still the most natural interface across varying form factors 7.22 billion mobile phones in a world of 7.19 billion people
  7. 7. ▪ Disruptive: Build a contact centre in software $10k Vs $10m ▪ Agile: Compete with Telcos and create things they can’t e.g AI, IOT etc. ▪ Use cases: Unlock new use cases with advanced features like split call recording for transcription, sentiment analysis etc. ▪ Zero Install: No proprietary software to install, upgrade or maintain Benefits of Voice in the Cloud 7Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Faster Time to Market & Simplicity High Quality Global Reach Easy to scale/lower TCO
  8. 8. Voice Features Built for the modern web With our powerful Voice API you can build apps that scale easily with the web technologies that you are already using. Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Build high-quality voice applications in the cloud 88 Low Latency, High-Quality Voice Latency can make or break voice services. So we use only the highest quality routes and tier 1 carriers with most major codecs supported. More Numbers in More Countries We have more SMS, Voice and Toll-Free numbers in more destinations than any other provider – and that includes traditionally difficult to access countries.
  9. 9. Buy vs Build Vs API Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Buy: H/W & S/W ▪ Quick solution to a business problem ▪ No technical skills required ▪ Expensive legacy per seat pricing ▪ Can also be inflexible Build: DIY ▪ Maximum flexibility: custom solution per use case ▪ Very expensive and difficult to scale ▪ Specialised skills required to maintain complicated software Build: API ▪ Every digital business is an API run business ▪ Flexibility: custom solution per use case ▪ Elastic: Scale on demand ▪ Pay as you go model 9
  10. 10. Feature Overview: Voice API Call Control Call transfer, hold and playback audio to a live call Conferencing Simple and moderated conferences, muting, earmuffing, notifications Call Recording Record inbound and live calls, store recordings Phone Numbers Largest global reach, instant provisioning Only pay for what you use with “per second” billing Text-to-Speech Send text-to-speech messages, prompt for response Inbound Call Processing Nexmo Call Control Object manages inbound calls using developer-friendly JSON SIP Trunking Basic SIP trunk for PBX type application Programmability Nexmo Call Control Object manages Inbound calls using developer-friendly JSON Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 1010
  11. 11. Voice Use Cases
  12. 12. Use Case: Proxy Value - Enables buyers and sellers to connect anonymously ▪ Improved privacy ▪ Keep transactions on platform and prevents revenue leakage ▪ Enables transaction audit for customer service Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Guest Host Masked communication via virtual numbers Nexmo Voice API 1313
  13. 13. Use Case: Call Tracking Value - Setup call system for dentists and patients ▪ Call tracking can be used to track communication with assigned numbers ▪ Can be used for various phone-based processes ▪ Data-driven: Track response rates and analytics Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Inquiries 1414 Nexmo Voice API
  14. 14. Use Cases: Contact Center Customer 15 How it works - Building a contextual, automated customer experience Callback Enables customer to enter their number to receive a local callback Distributed Remote agents, remote offices on one system Measurable Track response rates, call duration, ROI Cloud IVR Contextual and simple, to optimize customer experience Recording Enable instant call recording Integrated with CRM Add Voice support to your CRM for outbound sales Contextual Connects customers to the right people with the right data 100% Cloud No hardware required, easy to setup and adapt Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Nexmo Voice API
  15. 15. Voice The Basics: How a Voice API Works
  16. 16. Caller A Answer URL Event URL Calls & Conversations Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Conversation C Caller B 17
  17. 17. How it Works: Inbound Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Inbound call is made to a Nexmo LVN Long virtual number 1 2 1818 Answer URL Event URL Nexmo Platform Customer Server [LVN] The Nexmo platform requests an NCCO (Nexmo Call Control Object) from the Answer URL on the application server to execute some instructions e.g. play a file, play TTS, collect DTMF for an IVR etc. 3 Call events are sent to the Event URL
  18. 18. How it Works: Outbound Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. Nexmo Platform 1 Customer Server 2 End user 3 1919 Call events such as (‘started’, ‘ringing’, answered, ’busy’, ‘failed’, ‘timeout’, ‘cancelled’, ‘machine’, ‘completed’ ) are sent to the Event URL Initial HTTP request made by customer’s server to the Nexmo platform & applicable HTTP response is received 1. HTTP API 3. Answer URL 4. Event URL 2. Outbound Call Nexmo platform initiates outbound call to number specified in the HTTP request Once call is answered, the Nexmo platform requests NCCO from the Answer URL to execute instructions e.g. play a file, play TTS, collect DTMF for an IVR etc. 4
  19. 19. ▪ Introduced to support more complicated use cases ▪ Applications are a container that allow developers to store use case specific settings ▪ Applications also generate and hold authentication information, used to generate tokens that authorise the use of the API ▪ Applications are created through an API call or through the Nexmo Command Line Interface (CLI) tool > Developer implication: Customer use cases become more modular, more manageable Nexmo Applications Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 20
  20. 20. ▪ We are moving to a token based authentication method ▪ JSON Web Tokens are an open, industry standard (RFC 7519) method for authenticating API’s ▪ Private Key generated from Application used to sign JWT ▪ Slight increase in complexity as developers will mint their own tokens > Developer implication: Important for customers requiring more security e.g Fintech verticals Authentication: JSON Web Tokens Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 21
  21. 21. Beginning of stack [ { "action": "conversation", "name": "nexmo-company-call" } ] Action Options > Developer implication: Easier to build complex use cases Nexmo Call Control Object Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 22
  22. 22. Connect - Used to to connect an inbound call to another number E.g. use case: Voice proxy for call Transfer - Used to move a call leg from one conversation to another E.g. use case: Call transfer for contact centre Talk - Used to generate TTS E.g Use case: Voice broadcast, critical voice alert, 2FA Stream - Used to stream a file to a call leg or conversation E.g. use case: Play music on hold for contact centre; voice files for 2FA Record - Used to record a either a call leg or a conversation E.g. use case: Recorded voice proxy; recorded contact centre NCCO Actions: Building Blocks Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 23
  23. 23. ▪ Input - Collects DTMF digits that have been pressed by a caller E.g. use case: Collect input to navigate an IVR; Get confirmation from a TTS call ▪ Conversation - Used to create a conference call Eg. use case: a conference call with two or more participants; warm transfer in a call centre ▪ Delay - Pauses the execution of the NCCO call stack E.g. use case: Time to complete a network action like real time translation ▪ Reject - Rejects an incoming call without answering it E.g. use case: Hosted voicemail NCCO Actions: Building Blocks Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 24
  24. 24. How to Build a Voice Application Copyright © Nexmo, a Vonage Company. All rights reserved. Confidential – Do not distribute without permission. 25 Create a Voice App 1 Retrieve Keys Perform REST request to Nexmo API Assign LVN to Application (for inbound) 2 3 4 5 Use JWT to authenticate REST calls to the voice API Use private key to mint new JWT Retrieve application ID & public/private key pairs Create an application, setting answer & event URL’s For inbound calls, configure an LVN to point to to the new application Mint a JSON Web Token

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