Apr 21 2021
- last edited on
May 04 2021
we currently use Twilio services for few of our clients for call routing, recording, searchable conversation logging.
Is there any migration document for moving from Twilio to ACS?
Apr 21 2021 09:26 AM
Apr 21 2021 09:32 AM
Apr 21 2021 09:42 AM
@anthonysva - solutions around Twilio were built some time ago to provide "searchability" of calls for compliance, so when a customer calls in, we need to record and transcribe the call, log it the recording and text, as part of the customer record. These calls involve large transactions that any misunderstanding between customer and the agent would potentially ruin both of their lives - like in mortgage services.
We are in the process of rebuilding those apps on MS for Fin Services - so staying in ACS might simplify (maybe) and streamlines cost/billing factors.
Apr 21 2021 09:48 AM