Contact center terms💡

    Telephony Application Programming Interface

    What is TAPI and where is it used? Here you can learn more about this topic.

    What is TAPI?

    TAPI (Telephony Application Programming Interface) is a programming interface developed by Microsoft that enables software applications to communicate directly with telephony hardware and services. It forms the technical basis for the integration of telephony functions in applications such as CRM systems, helpdesk software or contact center platforms

    With the help of TAPI, calls can be controlled via the computer, information about incoming calls can be retrieved and telephone processes can be automated – without any manual intervention on a telephone set. TAPI is therefore one of the central components of Computer Telephony Integration (CTI).

    Central functions of TAPI

    TAPI offers a variety of useful functions for controlling and automating telephony routes:

    • Call control: software-based control of telephone functions such as setting up, answering, holding, toggling or forwarding calls.

    • Caller identification (Caller ID): Display of incoming phone numbers in real time as well as automatic assignment to existing customer data records in connected systems.

    • Dialing assistance (click-to-dial): Direct setup of calls at the click of a mouse from applications such as a CRM system or a customer database.

    • Data integration: Linking of telephone activities with customer data, e.g. for automatic call logging or display of customer history when calling.

    Areas of application

    TAPI is used wherever a seamless connection between telephony and software applications is required. Typical areas of application are:

    • Contact centers: Connection of telephone systems with agent software for call distribution, identification and processing of customer inquiries.

    • Help desks and support teams: Faster problem resolution through automatic assignment of calls to existing support tickets or customer files.

    • Office communication: Simplified communication through dialing aids, call logging and integration into Office applications.

    TAPI supports both traditional landline telephony and modern VoIP systems and can be combined with many different PBXs and softphones.

    Advantages of using TAPI

    • Increased efficiency: Automating routine tasks such as dialling or recording calls significantly reduces manual effort.

    • Customer centricity: Thanks to direct access to relevant customer data before and during a call, employees can act in a more individual and targeted manner.

    • Flexibility: TAPI is versatile and can be integrated into a wide range of software solutions and telephony infrastructures.

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