We are excited to announce the general availability of Twilio’s Answering Machine Detection solution—which improves customer call experience by tailoring outbound call flows according to how it is answered.
A critical requirement for a customized call experience is to know who is answering the call. Twilio’s Answering Machine Detection (AMD) solution will inform your application whether a human, machine, or fax answered the call so you can tailor your workflow accordingly.
For businesses that do any type of outbound calling, whether to provide notifications, collect information via IVR, or reach out to prospective customers, understanding whether a person or machine answers can help inform how they should interact on the call. Taking the same action regardless of who picks up the call creates sub-optimal experiences, like a partial notification message left as a voicemail or an agent being connected with an answering machine greeting.
Our generally available AMD solution …
We are excited to announce the general availability of Voice Recording Encryption—a feature that provides an additional layer of security for your Programmable Voice Recordings.
Customer call recordings are heavily utilized by businesses for a variety of reasons, including training, compliance, customer dispute resolution, and more. The content of these recordings, which is often sensitive in nature, requires protection.
Customer security has always been a priority for Twilio, even before the release of this new feature. By default, recordings are encrypted at rest in Twilio’s cloud storage, with optional HTTP Basic Authentication for access.
Some businesses, typically those that need to comply with strict industry or regional regulations for data protection such as financial services, require additional security for their recordings. We built Voice Recording Encryption to address this need by offering an additional layer of security through the use of public and private keys.
With Voice Recording Encryption enabled, …
- API level control for start, stop, pause, resume recording actions
- Ensure compliance with privacy regulations
- Available now for all customers
Recording your customer conversations provides valuable information for understanding customer sentiment, agent training, dispute resolution, and more. However, there are parts of some conversations that you don’t want to or may be legally required not to record - a customer’s home address or credit card number, for instance, or if your customer does not consent to you recording the call or parts of the call.
Today, we are excited to announce the general availability of Call Recording Controls, which give you the flexibility to determine which parts of your conversations are recorded. With Call Recording Controls, you can start, stop, pause, and resume recordings using a simple API. For example, you can record immediately after receiving an inbound call (including any IVR interactions), start a call recording only after …
- Added security for sensitive call recordings.
- Use your own public key to encrypt recordings before they’re stored.
- Available in developer preview.
Today, our default security for call recordings includes encryption at rest for recordings stored with Twilio. However, we’ve learned that some customers, typically those that need to comply with strict industry or regional regulations for data protection, require even stronger security mechanisms. A level of security that keeps the customer in full control of their recordings.
For these types of businesses, we’re excited to introduce Call Recording Encryption—a new feature for Programmable Voice that provides additional security for recordings on our platform. With Call Recording Encryption enabled, Twilio will encrypt all recordings with a public key that you provide, which limits access to the recordings to only the holder of the corresponding private key—you!
How it Works
Here’s a high-level overview of integrating Call Recording Encryption in your …
Our customers have a variety of applications and use cases that demand a simple, yet flexible way to retrieve Twilio prices. For many customers, our existing pricing pages and CSV’s are sufficient. However, we’ve realized that for sophisticated use cases, there needs to be a better way.
Today we are excited to support those use cases in the Twilio way — with a new API. Whether you programmatically markup Twilio prices for your own customers or make dynamic decisions based on what it will cost to make / receive a call — the Pricing API was designed to help you by providing up-to-date prices relevant to your account.
The Pricing API initially supports the retrieval of prices for our Voice and Phone Number products but look for this to expand to other products as well. We look forward to feedback on how this API can be improved and extended to …