Voice-over-IP (VoIP) makes it possible to embed telephony services within an application. But the quality of many of those VoIP calls can be highly inconsistent. To address that issue, Twilio today announced a public beta of its Global Low Latency (GLL) capability for Twilio client software.
GLL, launched today at the Enterprise Connect 2014 conference, addresses audio latency issues by making use of an intelligent routing capability, says Lynda Smith, Twilio's chief marketing officer. GLL optimizes audio traffic accessed by the browser via the nearest Twilio data center. The end goal, says Smith, is to provide a level of enterprise-grade audio that will make enterprise IT organizations more comfortable relying on VoIP.
For the most part, Twilio finds its way into the enterprise when developers invoke the company’s service as part of applications they are developing. Over time, Twilio has been able to leverage those beachheads into relationships where organizations increasingly make use of Twilio services across the enterprise.
Twilio is not the only company trying to provide communications as a service via the cloud. But via its embrace of RESTful APIs, Twilio has gained a following among developers looking to include support for VoIP within an application. That doesn’t mean that organizations are necessarily ready to throw out the communications servers and routers that currently exist on the corporate network. But it does mean that as the number of voice-enabled applications in the enterprise continues to increase the overall percentage of voice traffic running across VoIP is going to steadily increase.
Other new enhancements to the Twilio service also include simpler access to voice recording functionality. Organizations can now record calls via using an API, with no limit of number of calls that can be stored locally or in the cloud.
In an age where organizations have become obsessed with improving customer engagement as a way to increase sales, interest in embedding VoIP capabilities inside applications has never been higher. The simple fact is that customers are less likely to have a frustrating experience if they can contact a live person within the Web application they happen to be using. What has set Twilio apart from many of its rivals in this space is that, through the use of RESTful APIs, it allows developers to add those capabilities in a matter of minutes.