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 ...
Today we at Twilio are pleased to announce our attestation to the ISO/IEC 27017 and ISO/IEC 27018 standards.
We’d like to take this opportunity to provide a little information about what that means and why we’re taking these steps now.
About ISO/IEC 27017 and ISO/IEC 27018 Attestation
ISO/IEC 27017 and ISO/IEC 27018 are internationally recognized codes of practice that provide guidance on controls to address cloud-specific information security threats and risks. They also establish codes of practice to protect personally identifiable information (PII).
- ISO/IEC 27017 provides guidelines for information security controls that apply to the provision and use of cloud services
- ISO/IEC 27018 establishes a code of practice for protecting PII in public clouds
As our security posture continues maturing, we want to assure you and all of our customers our practices are aligned with industry-recognized best practices. Through ISO ...
Account security is difficult. Make the requirements too onerous, and no one will adopt your solution; make it too simple, and fraudsters will surely be able to circumvent any protection you provide. In this post, we’ll discuss how to use the Authy product to provide solutions for both regular and high-value users using features present in the Authy product suite. Before we outline that approach, it is best to understand how the current Authy user model and multi-device feature both work.
Authy User Model
There is a one to one correlation between a user’s phone number and their Authy ID. The user’s Authy ID is created or provided when you register the user with your service’s workflow. This Authy ID is core to how the Authy API interacts with end-users.
If you’re initiating two-factor authentication (2FA) via any of Authy’s authentication channels, the ...
In an effort to fight robocalls, the U.S. Federal Communications Commission on June 6 approved a rule giving carriers authority to block unlawful robocalls and to automatically enroll customers in call blocking programs of the various carriers. Carriers will not be authorized to take action until the final version of the rule is released by the FCC, which is anticipated to happen sometime within the next week. Calls are not being blocked at this moment and it remains to be seen when that process will actually begin.
Furthermore, there will be a public comment period seeking input on other details about the new rule that will extend throughout the rest of the summer. The FCC will consider comments during that time, leaving open the possibility that the details of the ruling will continue to evolve. It would not be surprising if lawsuits were filed to challenge the ruling and ...
Twilio helps a variety of customers in combating fraud. From banks to dating apps, customer use-cases and approaches to addressing fraud can vary, but there are certain best practices that are almost universal. Below are a few of the suggestions we make when engaging with customers.
Number Format Standardization
There are a number of ways phone numbers can be formatted. But in order to ensure that each device has a globally unique number, you’ll want to save them in a format referred to as E.164. You can check if the number is valid as well as correctly formatted with the basic Lookup API call. This basic Lookup API is a simple wrapper around the world-renowned libphonenumber library.
Using basic Lookup is a free, programmatic way to prevent obviously fake and invalid numbers from signing up to your service.
By default, Flex stores recordings in a Twilio-owned Amazon S3 bucket. Some customers may have security requirements that require recordings to be stored in a location which they control. This blog post will guide you through how to accomplish just that. Included is a sample project which allows your recordings to be stored in your own Amazon S3 bucket, as well as a Proxy Service which will play back the recordings from your Amazon S3 bucket.
First things first. The easiest way to enable recordings in Flex is to enable WFO first. Enabling WFO requires you to select a Flex Billing plan. Once WFO is enabled, in the Twilio Console, go to Flex -> WFO or just click here. Make sure that Call Recording is turned on:
If you are still in the trial mode, you can enable Flex Recordings by using the Actions Framework. You will need ...
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 ...
Since Twilio’s beginning, we have been on a mission to change the way people communicate by making it easy for developers to build apps that use communications APIs, abstract away the complexity of working with telecommunications networks, and deliver apps with new application platform models. Now, with more than five million developer accounts, Twilio Developers are creating truly amazing apps. They’ve built apps to help combat forest fires, created viral marketing campaigns for music superstars, empower retail giants to handle millions of calls, automate urgent IT alerts, and of course, having fun along the way.
If you’ve ever received a message from Uber, been notified about your stay with Airbnb, authenticated with Twitch using 2FA, or received an email from your favorite brand, you’ve used apps that developers have connected with Twilio.
Want to learn more about how you can become a Twilio Developer, and get ...
Last year at SIGNAL we launched <Pay> with Stripe as our first <Pay> Connector partner. Today, we are excited to share with you that <Pay> is generally available. <Pay> enables businesses to accept Payment Card Industry Data Security Standard (PCI DSS) compliant payments over the phone without the hassle of building and maintaining their own PCI compliant payment infrastructure.
We are also announcing a new <Pay> Connector integration with Base Commerce, as part of the general availability release. We will have additional <Pay> Connector partners coming soon.
In this post, we will explain why we built <Pay>, how <Pay> works, and how <Pay> can help your business.
<Pay> allows you to accept PCI compliant payments over the phone with a single line of code.
Before <Pay>, businesses needed to build their own PCI compliant payment systems with custom voice payment prompts, build a system for validation, and integrate ...
A few months ago we announced Twilio Programmable Video Network Quality API: a simple mechanism enabling end-users to be notified, in real-time, about their network quality using a 1-to-5 scale as a measure. Our developer community is incredibly important to us; we have been working hard to address the feedback you’ve provided since the launch. Today, we are thrilled to announce an enhanced version of the Network Quality API. Based on your feedback, we’ve released new features that enable broader quality monitoring and diagnostics.
Before delving into the details of these new features, we’d first like to share with you the feedback that influenced these updates. We will then outline what has changed and how to use these enhancements in your work.
Developer Feedback on Programmable Video Network Quality API
To explain why we’ve implemented these new features, we’d like to recap what we learned ...