Telephony Integration
Telephony integration refers to the process of connecting software applications with telecommunication systems, such as traditional phone networks (PSTN), VoIP (Voice over Internet Protocol) services, or cloud-based communication platforms. It enables applications to make and receive phone calls, send SMS messages, manage call routing, and access telephony features programmatically. This integration is commonly used in contact centers, customer relationship management (CRM) systems, and automated communication workflows.
Developers should learn telephony integration when building applications that require voice or SMS communication, such as customer support systems, appointment reminders, or interactive voice response (IVR) systems. It is essential for creating seamless omnichannel experiences, automating outbound calls or messages, and integrating telephony data with other business applications for analytics and reporting. Use cases include call tracking in marketing tools, emergency notification systems, and telemedicine platforms.