Exotel launches Heartbeat API to monitor the health of customer's telephony

Exotel has announced the launch of Heartbeat API, their latest offering to monitor the health of their virtual numbers (Exophones) in real time. Customer traffic is usually at its all-time high during the festive season. This makes being available all the more important from a businesses’ point of view. Keeping up with Exotel’s commitment towards reliability, Heartbeat API (Application Programming Interface) will create alarms and trigger notifications in case of a downtime to reduce the customer’s impact.

The Heartbeat API will serve as a transparent and reliable platform for customers in three ways: Measure the uptime, take Action by automating notifications in case of a downtime and analyzing the availability of their lines over time.

Shivakumar Ganesan, CEO & Founder, Exotel, says, “Currently, this game changing product will benefit Exotel’s customers by enabling them to create fallbacks, or workarounds in case of an operator downtime. The end-customer experience will become even more seamless because of this. Our aim is to make the heartbeat API available for everyone and not just our customers. And when that happens, it will inspire a variety of applications. This is the first step towards what we refer to as the ‘Internet of Telephony’.”

The Internet of Telephony is the idea where all of the telephony infrastructure is connected to the internet and is able to identify themselves to other devices. If the entire telephony network is virtualized, the Heartbeat API can be used to potentially predict the health of any phone number.

The Heartbeat API can be used in multiple ways by our customers. One of them will be to enable AI powered operations at their end. It will potentially be a source of training data. For example, an ad engine can make decisions to optimize ad campaigns, by only enabling click to call operations on ads when a virtual number is up. A monitoring system like Heartbeat API can help quick identification of the issue and avoid latency in solving it. One of the most relevant implementations of the Heartbeat API is the fact that businesses can switch to another healthy virtual number. This ensures that the business disruption is minimum to none.