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Leading international communications enabler BICS announces it is introducing voice APIs to its portfolio of programmable communications solutions, enabling enterprises to significantly improve their customer experience. This new feature allows companies to easily customize communications services to suit their individual requirements, giving them greater flexibility to scale and optimize their business.

The Communications Platform-as-a-Service (CPaaS) market is expected to be valued at USD 26 billion by 2026, according to estimates from Mordor Intelligence. However, siloed communications channels still act as a significant roadblock to customer engagement, and providers often struggle to guarantee connectivity across multiple geographies. BICS’ suite of programmable communications solutions are unique to the market as they are underpinned by BICS’ own global network, linking over 200 countries and providing unrivalled connectivity to customers. Encryption, anti-fraud capabilities, regulatory compliance and a fully resilient, wholly-owned network ensures end-to-end security for all enterprise communications.

Voice is becoming increasingly integral to services like two-factor authentication (2FA), to enable secure communication (via number masking) within sharing economy platforms, and within customer service centres. BICS’ toolbox of programmable communications solutions already included SMS over 350 direct messaging routes and numbers-as-a-service in over 120 countries. By adding voice APIs to this offering, brands can benefit from a holistic and fully flexible range of ways to tailor their communications services to customers.

Digital communications have traditionally been a static environment, with enterprises purchasing specific tools requiring integration support. Utilizing APIs is a more flexible approach and provides companies with more options to tailor their communications for their end customers.

Divya Ghai Wakankar, head of digital communications solutions, BICS, said, “Over the past 12 months, brands have been under increased pressure to accelerate their digitalization projects, and provide the highest quality digital engagement with their customers. Businesses must have easily customizable solutions to engage their current and future customer, across a wide range of touch points”.

“By introducing programmable APIs, BICS is empowering brands with the control to tailor their customer communications, whether through voice, messaging or cloud numbers services. With the flexibility to scale in line with increasing demands, we are enabling businesses to enhance customer experience, while simultaneously growing their business”, he added. 

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