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General availability: Call automation capabilities for Azure Communication Services

Published date: July 12, 2023

We understand that customers want to engage with businesses on their preferred channel of communication - enabled by voice, video, chat, and SMS – at their preferred time and convenience. Businesses need to reduce context switching overhead for their employees with optimal business processes, and ideally with deeply integrated communication features in their existing tools.

With the general availablity of call automation from Azure Communication Services, businesses can build custom calling workflows within their applications using developer libraries to optimize their business processes and boost customer satisfaction. REST APIs provide a programmable interface that abstracts the complexity of telephony systems. Developers can use these APIs to program calls for transactional workflows like proactively calling for school closures, outage alerts and web-based click-to-call experiences or for complex interactive workflows such as resolving flight changes and orchestrating conversational AI call flows.

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