AWS – Amazon Connect now provides the ability to record audio during IVR and other automated interactions

Amazon Connect now enables you to record audio when your customer engages with self-service interactive voice response (IVR) and other automated interactions. On the Contact details page, you can listen to the recording or review logs which includes information such as the bot transcription or touch-tone menu selection. Recording settings can be configured using the “Set recording and analytics behavior” block on the Amazon Connect drag-and-drop workflow designer, allowing you to easily specify portions of the experience to record. For example, pausing and resuming recordings before and after sensitive exchanges, such as when a customer shares their credit card or social security number. These new capabilities make it easy for you to monitor and audit the quality of your self-service experiences or to record interactions for compliance or policy purposes.

These features are available in all AWS regions where Amazon Connect is available. To learn more, see the Amazon Connect Administrator Guide and Amazon Connect API Reference. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.

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