Airtel IQ is a cloud communication suite that will transform your customer engagement. Connect with your customers through their preferred channels - calls or SMS and mobile or web app.
Use our robust APIs and software tools to embed real-time communication in your business applications. All of this powered by Airtel’s state-of-the-art, pan-India network.
Leading companies are transforming customer experiences with Airtel IQ
Leading companies are transforming customer experiences with Airtel IQ
We needed a platform that is highly reliable to support our business growth and meet customer expectations by ensuring that our contact centers were always reachable by our customers. We at Havells, leveraged Airtel IQ which ensured customer convenience through conditional call routing, 99.9% uptime of contact centre, continuous improvement of contact centre experience using insights gained through data analytics, and reduced downtime to less than nine hours a year. We are delighted to have Airtel IQ supporting our business growth by ensuring superior customer experience.
The decision to go with Airtel IQ as our cloud communication platform, more than anything, had to do with the robustness of the network it provided along with the flexibility of the cloud communication platform. What Airtel IQ solved for us was not only secure communication but also helped us in bringing next level of transparency in our platform by providing comprehensive call tracking, monitoring, and analytics.
User security is our top priority and we wanted to ensure that our customers had access to the best network safety measures and a high-quality experience. Airtel IQ has helped us expand our partner network without any privacy or integration incidents. Leveraging Airtel IQ, helped us improve delivery process efficiency due to 99.9% network uptime. The integration has been very smooth and easy so far, making it an amazing experience. We are excited about our partnership and look forward to the continued support from Airtel IQ.
Congratulations to Airtel on the launch of Airtel IQ and we are delighted to deploy this innovative cloud solutions to deliver a seamless experience to our customers. Seamless and secure communication between our customers, agents and partner restaurants is key to our service enablement. Airtel IQ’s robust, intuitive and secure cloud communication technologies are helping Swiggy serve customers even better through timely and engaging conversations
Connecting professionals and customers seamlessly is at the core of Urban Company’s business. We are delighted to partner with Airtel in implementing Airtel IQ, a robust, intuitive and secure cloud communication platform, for our operations at Urban Company. We are excited about our engagement and we see tremendous value in this partnership
How does Airtel IQ help your business?
It takes your customer relationship to the next level by unifying communication across your business practices - marketing, sales, customer service and operations.
Airtel IQ is the best choice for your business because it is;
Get robust and resilient connectivity with Airtel’s pan-India network.
Plug and play with your business applications seamlessly using our flexible and easy-to-use APIs
Ensure peace of mind with our advanced encryption and data security measures.
Smart IVR for smarter interactions
Create multi-level IVR flows and contextual analytics to ease and shorten your customers’ journey to your representatives and services. Leverage Airtel IQ’s customised IVR scripts, menu’s and options to enhance customer experience.
Intelligent call connect
Route calls in Sequential, Round Robin or Parallel order to reduce wait time for customers. Ensure your customers connect every time they wish to talk to you. You can also control ringing time at agent level or session level to optimize customer experience.
Monitor your calls with granular analytics
Build your own dashboards for KPIs you want to track and gain insights into customer demography to deliver richer experience and take strategic decisions.
Turn your ideas into reality with configurable API’s
Define which participants to add and which announcements to play at runtime with highly intuitive API’s.
Integrate seamlessly across channels
Integrate communication modules into your web and mobile apps to deliver omnichannel experience, including a variety of CRM applications.
Facilitate secure conversations
Record and store calls securely to improve interaction quality with each communication. Keep your employees’ and customers’ numbers private by facilitating number masking.
Follow the steps to experience the Airtel IQ platform
Register and make your first call
Experience the platform with predefined call flow templates.
View detailed call records to get customer insights like call status, hang up cause, who hanged up, location analytics and call recording.
Upgrade and pay as per usage
Will activate custom call flow within 2 hours. No one time cost, it’s as per usage.
Airtel IQ is a cloud communication suite that allows enterprises to easily embed multi-modal communication like Voice, SMS in mobile/web applications using the highly robust Airtel IQ communication API’s.
Airtel IQ provides you with the following benefits:
- Hosting telecom infrastructure by incorporating a robust set of restful HTTP APIs that allow you to activate call and SMS functionality inside your application.
- Developers can use protocols and technology they are already familiar with like HTTPS.
- Reduces complexity and provides an efficient way to implement communication services inside the mobile and desktop applications for you.
Airtel IQ is built for the future. We have developed rich and deep capability in calls, IVR, and SMS. We also have capabilities inLocation, Email, and Identity with many customers using them. We are continuously working to evolve our offering so that a customer can easily combine them to drive the experience they want for deeper engagement with their customers. Plus we are adding workloads beyond these to address our customer needs.
In its first phase, the platform will support voice calls capability. It will support other capabilities like SMS, Location, Chatbot, Video, and Identity in coming future.
Click to Call is a way to enable your customers to request a call back and to connect with the representative over phone while browsing a website or in an app.
Once you enable C2C functionality on your application or website, whenever the customer clicks “Submit” to place a call back request, it triggers our C2C API that passes the number of the agent and customer. Our platform will then initiate the call to the agent and customer. Once both of them answer the call, both the calls will be patched.
Yes. Any call originating from our platform will be charged. In this case two calls are originated - one towards the agent and other towards the customer. Both will be charged.
No. Only the call that is answered is charged.
Scenario 1: If the agent answered the call, but the customer did not, then only the agent call is charged.
Scenario 2: If the agent does not answer the call, then the customer will not be called. No charges will be made in this case.
You need to pass the number of the customer and then the agent. Calls will be initiated in the sequence you share the numbers (of the customer and agent) with us.
This solution enables voice communication between the customer and the agent/driver/delivery boy, without sharing their private numbers with each other. After the time period has expired, the numbers are recycled and reassigned to other parties on the platform, which helps keep transactions from happening outside the platform. This solution works best for when the mapping is short lived.
You upload the Database of the numbers where you want to initiate the calls, and schedule the calls. Our platform will initiate the calls to those numbers with the pre-recorded sound files shared by you.
No, Airtel will not record the sound files. You need to share the recorded sound files. Our team will validate these sound files before enabling.
Yes, you can ask your mobile number operator to forward all the calls to our pilot number. If there is any issue in network connectivity of your mobile, this will create disturbances in the call quality.
Yes, any conversation that happens through our platform is recorded.
This is optional. At the time of call flow creation, we will disable the call recording parameters in our API. You can also be given this right, so that you can enable or disable the recording for a particular call.
We provide three modes where you can access the recording:
- Reporting dashboard.
- Download from the SFTP location.
- Recording URL is pushed to your platform via API once the call ends.
The recording is available with us for 2 months and post that it is deleted.
Yes, this is possible on request. It will be charged based on the duration of extension.
Yes, this is possible.
The CDR will consist of the following parameters:
o Caller number
o Called number
o Unique ID for each call
o Displayed FL CLI
o Call status (answered/congestion/cancel etc.)
o Called time
o Call pickup time
o Call duration
o Total call duration
o Call conversation duration
o Call recording for each leg/entire session
o Answered destination number
o Busy destination number (Sequence of the destination numbers that were dialled and their response for not answering)
o Hang-up leg (Whether the caller or the called person dropped the call)