Application Programing Interfaces (APIs) offer the opportunity for developers to embed UC functionality like telephony and videoconferencing directly into applications, effectively eliminating the need for users to switch to a dedicated UC app to communicate. APIs also provide the opportunity to create customized UC applications to address specific business needs, improve workflows, and deliver new services. APIs are available both from existing UC vendors, as well as emerging cloud-based service providers that offer the ability for developers to use communications capabilities such as embedded SMS and call routing without first making a capital investment in a UC platform. It is this later development that is rapidly changing the nature of APIs as any developer can add click-to-call/click-to-video, or message notifications to any app, web, desktop, or mobile, with minimal up-front cost. IT leaders should investigate the ability of APIs to both extend their existing UC platforms, as well as enable new communications capabilities tied to workflows to improve collaboration and customer engagement.
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