Best Talkdesk Phone Validation API & Cloud Contact Center Integration 2025

// Talkdesk API configuration
import { TalkdeskAPI } from 'talkdesk-api-client';

const talkdesk = new TalkdeskAPI({
  accessToken: process.env.TALKDESK_ACCESS_TOKEN,
  accountName: process.env.TALKDESK_ACCOUNT,
  region: process.env.TALKDESK_REGION || 'us',
  apiVersion: 'v3'
});

// Test authentication
const account = await talkdesk.account.getInfo();
console.log('Connected to Talkdesk account:', account.name);

// Get contact center configuration
const contactCenters = await talkdesk.contactCenters.list();
console.log('Available contact centers:', contactCenters.length);

// Customer validation for Talkdesk
async function validateTalkdeskCustomer(customerData, interactionType) {
  try {
    const validation = await oneLookup.phone.validate({
      phone: customerData.phoneNumber,
      includeCarrierInfo: true,
      includeLocationInfo: true,
      includeCustomerProfile: true,
      includeInteractionHistory: true,
      includeSentimentData: true,
      optimizeForTalkdesk: true
    });

    if (!validation.isValid) {
      return { 
        valid: false, 
        reason: 'Invalid customer phone number',
        action: 'escalate_to_manual_verification' 
      };
    }

    // Enhanced customer profiling
    const customerProfile = await generateCustomerProfile(validation, customerData, interactionType);
    
    // Calculate customer value score
    const valueScore = await calculateCustomerValue(validation, customerData);

    // Determine optimal interaction strategy
    const interactionStrategy = await determineInteractionStrategy(
      validation, 
      customerProfile, 
      interactionType
    );

    // Update Talkdesk with enhanced customer data
    await talkdesk.customers.update(customerData.id, {
      phone_validated: true,
      customer_profile: customerProfile,
      value_score: valueScore,
      preferred_interaction: interactionStrategy.preferredMethod,
      validation_timestamp: new Date().toISOString(),
      carrier_info: validation.carrierInfo,
      location_info: validation.locationInfo
    });

    return {
      valid: true,
      profile: customerProfile,
      valueScore: valueScore,
      strategy: interactionStrategy,
      validation: validation
    };

  } catch (error) {
    console.error('Talkdesk customer validation error:', error);
    return { valid: false, reason: 'Validation service error', error: error.message };
  }
}

async function generateCustomerProfile(validation, customerData, interactionType) {
  const profile = {
    customerTier: 'standard',
    communicationStyle: 'standard',
    complexityLevel: 'medium',
    urgencyIndicators: [],
    satisfactionPredictors: []
  };

  // Tier classification based on validation insights
  if (validation.customerProfile && validation.customerProfile.valueIndicators) {
    const valueScore = validation.customerProfile.valueIndicators.score;
    if (valueScore > 80) profile.customerTier = 'premium';
    else if (valueScore > 60) profile.customerTier = 'valued';
    else profile.customerTier = 'standard';
  }

  // Communication style analysis
  if (validation.interactionHistory && validation.interactionHistory.length > 0) {
    const interactions = validation.interactionHistory;
    const avgDuration = interactions.reduce((sum, i) => sum + i.duration, 0) / interactions.length;
    
    if (avgDuration > 600) profile.communicationStyle = 'detailed'; // 10+ minute calls
    else if (avgDuration < 180) profile.communicationStyle = 'brief'; // <3 minute calls
    else profile.communicationStyle = 'standard';
  }

  // Complexity assessment
  if (customerData.productHistory && customerData.productHistory.length > 3) {
    profile.complexityLevel = 'high';
  } else if (customerData.supportTickets && customerData.supportTickets.length > 5) {
    profile.complexityLevel = 'high';
  }

  // Urgency indicators
  if (interactionType === 'escalation') {
    profile.urgencyIndicators.push('escalated_case');
  }
  if (customerData.issueType && customerData.issueType.includes('urgent')) {
    profile.urgencyIndicators.push('urgent_issue');
  }

  // Satisfaction predictors
  if (validation.sentimentData && validation.sentimentData.overallSentiment > 0.7) {
    profile.satisfactionPredictors.push('positive_sentiment');
  }
  if (validation.customerProfile && validation.customerProfile.loyaltyScore > 0.8) {
    profile.satisfactionPredictors.push('high_loyalty');
  }

  return profile;
}

async function calculateCustomerValue(validation, customerData) {
  let valueScore = 50; // Base score

  // Historical value indicators
  if (customerData.lifetimeValue) {
    if (customerData.lifetimeValue > 10000) valueScore += 30;
    else if (customerData.lifetimeValue > 5000) valueScore += 20;
    else if (customerData.lifetimeValue > 1000) valueScore += 10;
  }

  // Interaction frequency
  if (validation.interactionHistory) {
    const recentInteractions = validation.interactionHistory.filter(
      i => Date.now() - new Date(i.timestamp).getTime() < 90 * 24 * 60 * 60 * 1000 // 90 days
    );
    valueScore += Math.min(20, recentInteractions.length * 2);
  }

  // Product usage indicators
  if (customerData.productUsage && customerData.productUsage.engagementScore > 0.7) {
    valueScore += 15;
  }

  // Referral potential
  if (validation.customerProfile && validation.customerProfile.referralLikelihood > 0.6) {
    valueScore += 10;
  }

  // Payment history
  if (customerData.paymentHistory && customerData.paymentHistory.onTimeRate > 0.9) {
    valueScore += 15;
  }

  return Math.max(0, Math.min(100, Math.round(valueScore)));
}

// Real-time analytics for Talkdesk
app.post('/webhooks/talkdesk', async (req, res) => {
  const { event_type, data } = req.body;

  try {
    switch (event_type) {
      case 'call.started':
        await handleTalkdeskCallStarted(data);
        break;
      case 'call.ended':
        await handleTalkdeskCallEnded(data);
        break;
      case 'interaction.created':
        await handleTalkdeskInteractionCreated(data);
        break;
      case 'customer.updated':
        await handleTalkdeskCustomerUpdated(data);
        break;
    }

    res.status(200).json({ status: 'processed' });
  } catch (error) {
    console.error('Talkdesk webhook error:', error);
    res.status(500).json({ error: 'Processing failed' });
  }
});

async function handleTalkdeskCallStarted(data) {
  // Provide real-time customer insights to agent
  const insights = await oneLookup.customer.getInsights({
    phone: data.customer_phone,
    includeInteractionTips: true,
    includePersonalizationData: true,
    includeRiskFactors: true
  });

  // Send insights to Talkdesk agent interface
  await talkdesk.interactions.sendAgentMessage(data.agent_id, {
    type: 'customer_insights',
    insights: insights,
    suggestions: generateInteractionSuggestions(insights)
  });
}

async function handleTalkdeskCallEnded(data) {
  // Analyze interaction outcome
  const outcome = {
    duration: data.call_duration,
    resolution: data.resolution_code,
    satisfaction: data.csat_score,
    followUpRequired: data.follow_up_required
  };

  // Update customer profile with interaction outcome
  await oneLookup.customer.updateProfile({
    phone: data.customer_phone,
    interaction: outcome,
    platform: 'talkdesk'
  });

  // Generate insights for future interactions
  const futureInsights = await oneLookup.customer.predictFutureNeeds({
    phone: data.customer_phone,
    recentInteraction: outcome
  });

  // Update Talkdesk customer record
  await talkdesk.customers.update(data.customer_id, {
    last_interaction: outcome,
    future_needs: futureInsights.predictions,
    next_best_action: futureInsights.recommendedAction
  });
}