--- title: Call Escalation - Integrate via the Telnyx API canonical: https://telnyx.com/use-cases/call-escalation --- # Call Escalation - Integrate via the Telnyx API # Call escalation **About** ## Increase your CX with call escalation When customers call your support line with an issue, they expect it to be solved almost immediately. Call escalation pathways allow contact centers to prioritize and direct customers inquiries to the best-suited support agents to ensure that customer support requests are handled efficiently and effectively. Implementation of call escalation pathways can increase customer loyalty and reduce wait times, thereby increasing customer satisfaction. Voice APIs can help in automating certain processes of the call escalation process, such as sentiment analysis and call transfers. ## Benefits ## Voice is a trusted customers channel Even with the rise of omnichannel communications, voice remains an important part of the customer engagement journey. 61% ## Of customers prefer to call support with an issue ## Intelligent call control Build agent coaching, inbound call attribution, IVR phone trees, skills-based routing, AI integrations and more—all with the simplicity of a RESTful API or XML scripting. #1 ## Most implementable voice API platform, G2 Winter 2023 ## Increase CX, NPS and NRR Elevated voice quality and reduced downtime increase the chances of successful outcomes for your customers. KPIs ## Easily keep track of what’s important for your business. **How It Works** 1. **1** ### Port all of your phone numbers Set up your Mission Control account to get started with Telnyx. Port your existing business numbers in the portal or via API and track porting status with complete transparency. New numbers can be provisioned in the portal in just a few clicks. 2. **2** ### Integrate with Telnyx Voice API Telnyx Voice API gives you complete control of your call flows with our suite of next-gen communications APIs. Our documentation makes it easy to move your existing setup to Telnyx. 3. **3** ### Add smart features that matter Use speech-to-text and sentiment analysis to help decide when a call needs to be handed off to an appropriate agent or supervisor, before the customer asks. 4. **4** ### Iterate and improve your call flows Once live, you can monitor the effectiveness of your new call escalation pathway through tracking customer outcomes or integration with your CRM. Changes to your pathway can be made easily via API. Products ## Every product you need for an efficient contact center [See all products](https://telnyx.com/products) * [![Telnyx Cloud Storage Product Animation](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/Product_Thumbnail_Storage_Storage-bdc04c52.png?width=640&format=webp)Voice APIBuild the exact calling experience you want with more control than any alternative.Learn more](https://telnyx.com/products/voice-api) * [![Flow graphic](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/Product_Detail_Hero_Flow--2--40c649d9.png?width=1696&format=webp)SIP TrunkingPower your customer interaction with high-quality voice on a private global network.Learn more](https://telnyx.com/products/sip-trunks) * [![Inference API graphic](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/Inference-011fcc8b.png?width=1696&format=webp)Global NumbersInstantly search and provision local, national and toll-free numbers for your business.Learn more](https://telnyx.com/products/phone-numbers) **Resources** * ### Use call insights and metrics to improve CX Voice APIs make identifying problems and taking action easy by providing call data and reports that help you extract actionable insights. [Read article](https://telnyx.com/resources/call-insights-and-metrics) * ### Getting started with Telnyx Voice API Create a Telnyx Voice API application and connect calls in just a few minutes, literally. [Explore docs](https://developers.telnyx.com/docs/voice/programmable-voice/get-started) * ### Level up your CX with global voice In this webinar, we discuss why voice is still such an important part of the customer journey and how Telnyx can help you with your global communications. [Watch webinar](https://telnyx.com/resources/global-voice-webinar-level-up-your-cx) ## Deliver personalized customer experiences that scale [Sign up](https://telnyx.com/sign-up)[Contact sales](https://telnyx.com/contact-us) ## FAQ ### What is call escalation? Call escalation is when a call is transferred from one agent to another—typically to a supervisor or more experienced agent—in a contact center when the original agent is unable to handle the call effectively. This may be necessary in situations where the customer has a complex issue or complaint. The goal of call escalation is to increase customer satisfaction, retention and brand loyalty. ### What is a voice API? ### Do I need a voice API to implement a call escalation pathway? ### Why should my company offer phone-based support? [Start building](https://telnyx.com/sign-up) ### Ask AI * [![GPT](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/chatgpt_icon-ea55e09d.jpeg?width=92&format=webp)](https://chat.openai.com/?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Claude](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/claude_icon-c7c8eef3.webp?width=92&format=webp)](https://claude.ai/new?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Perplexity](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/perplexity_icon-cd5b74f1.webp?width=92&format=webp)](https://www.perplexity.ai/search?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Gemini](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/gemini_icon-4ff1cbf4.webp?width=92&format=webp)](https://www.google.com/search?udm=50&aep=11&q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Grok](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/grok_icon-e588e5bd.webp?width=92&format=webp)](https://x.com/i/grok?text=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.)