Voice/Video Support - VoIP integration with call recording and transcription
ART-2034_KNOWLEDGE_NODE-25
recording, caller identity, and call transcript, enabling the support team to maintain a complete context of the customer's problem.\n\nPrerequisites\n-------------\n\n* Ensure you have a Twilio account.\n\n  If you would like to provide live call support, you need a Twilio Flex account. If voice notes are adequate for your business requirements, a Twilio account suffices.\n* Configure the required [IVR](https://www.twilio.com/docs/flex/admin-guide/tutorials/ivr) on Twilio.\n* Obtain [Twilio
Twilio | Integrate | Snap-ins | DevRev
ART-15701_KNOWLEDGE_NODE-9
information.\n\nDevRev recommends to switch on both agent and customer recording and realtime and post call analytics.\n\nCapturing user input in IVR: If you are taking inputs from user in the IVR and you want that information to be visible to the agent/ captured in the call, use set contact attributes block. Store the keys in the User Defined Namespace and add the key which needs to be displayed/ captured. For eg: previous_ticket_id is being captured by the user input.\n\nAdd users: Navigate
Amazon Connect Telephony Integration Guide
ART-15701_KNOWLEDGE_NODE-8
View Phone numbersb. Click on Claim a numberc. Choose the channel as Voice and select the desired country code for the phone number. AWS will provide the list of available phone numbers. Select the desired one. d. Choose the Sample Inbound Flow (Default flow created by AWS) e. Click on Save\n\nIVR Setup: Navigate to flows from the left nav\n\nFor Recordings and Transcripts:  The set recording and analytics behavior block in the start of the IVR Flow is necessary to record all the call
Amazon Connect Telephony Integration Guide
ART-15701_KNOWLEDGE_NODE-16
created\n\nEnter the SSO URL in case you have configured SAML login as identity management in amazon connect instance.\n\nEnter the complete S3 Bucket names and path for call recording and transcript. The complete bucket names and path can be found here. Copy the complete path directly.\n\nSelect Invite All checkbox if you would like to invite all the support agents to DevRev workspace if not present.\n\nClick on install snap-in.\n\nAfter the snap-in status shows Active, go to the configured
Amazon Connect Telephony Integration Guide
ART-15701_KNOWLEDGE_NODE-20
AWS Service, Amazon S3 Event Notification as the Event type, Object Created event and specify the recording and transcript bucket name. Rest all steps will remain  the same. The connection created in previous step can be used for this event bridge rule as well.\n\nGo to Amazon S3 > Buckets. Go to the bucket where recording and transcript is being stored. Go to Properties and switch on Send notifications to Amazon EventBridge for all events in this bucket under Event notifications.\n\nWhenever
Amazon Connect Telephony Integration Guide
ART-15616_KNOWLEDGE_NODE-12
support quality Feature Comparison Matrix\n\nFeature\n\nDevRev\n\nZendesk\n\nAI Agents with reasoning\n\n\xe2\x9c\x85\n\n\xe2\x9d\x8c\n\nIn-app AI Search\n\n\xe2\x9c\x85\n\n\xe2\x9d\x8c\n\nAI-powered clustering\n\n\xe2\x9c\x85\n\n\xe2\x9d\x8c\n\nVoice capabilities\n\n\xe2\x9d\x8c\n\n\xe2\x9c\x85\n\nCustom reports & dashboards\n\n\xe2\x9c\x85\n\n\xe2\x9c\x85\n\nWorkforce management\n\n\xe2\x9d\x8c\n\n\xe2\x9c\x85\n\nNative session analytics\n\n\xe2\x9c\x85\n\n\xe2\x9d\x8c\n\nBuilt-in Incident
Zendesk - Competitive - for the PLuG on website