• Verint Marketplace

    Verint Marketplace

    Get the most from your Verint solutions with these downloadable assets offering the latest innovations—some free, and some available for purchase from our partners.
Details
  • $attribute.Name Author: Twilio
  • $attribute.Name GroupBy: Verint Listings
  • $attribute.Name Product: Engagement Data Management , Enterprise Recording
  • $attribute.Name Type: Adapter
  • $attribute.Name Modalities: Voice
  • $attribute.Name Language: English US
  • $attribute.Name Price: Paid
  • $attribute.Name Support: Paid
  • $attribute.Name Website: Paid
Contact Us

Twilio Flex Audio and Screen Capture Adapter

What is it?

Verint Twilio Flex Voice and Screen Capture Adapters offer out of the box integration with Twilio Flex to capture voice and screen data into Engagement Data Management (EDM) or Enterprise Recording.   These adapters manage connectivity with the source communication system to securely and reliably capture near real-time voice interaction data, real-time desktop screen capture, and associated interaction metadata. 

How does it work? 

Verint Twilio Flex Voice and Screen Capture Adapters connect EDM or Enterprise Recording to Twilio Flex public APIs to post voice recordings from Twilio and capture call event information for Verint Screen Capture. 

Once interactions are available within Verint EDM or Enterprise Recording, they will be normalized with other EDM/Enterprise Recording interactions and seamlessly available for search and replay, as well as use by Verint Quality Monitoring, Speech Analytics and any other Verint applications which utilize captured interactions. 

What’s required to implement it? 

The following are required to implement the Verint Twilio Flex Voice and Screen Capture Adapters: 

  • Verint Engagement Data Management or Enterprise Recording (in addition, Verint Quality Monitoring and Verint Text Analytics may be licensed separately depending on business needs).  
  • A Twilio Flex account. 
  • For Enterprise Recording customers, a valid AWS account. The Twilio Flex Screen Capture Adapter uses AWS services, including Kinesis streams and the Dynamo DB.  
    This is provided by Verint for EDM (cloud) customers. 
  • Access to Twilio Kinesis Streams API and Twilio Conference Resources API. 

Detailed information about configuring our Twilio adapters can be found in the documentation here.

What are the benefits?

The use of this adapter provides the following key benefits: 

  • Allows all customer interaction data to be managed in one place using Verint Engagement Data Management (EDM) or Verint Enterprise Recording. 
  • Twilio Flex-based interactions can be managed alongside other interaction data for compliance recording needs, and analyzed to help improve agent performance, gain customer insights, and improve customer experience. 
  • Enables Verint Quality Management, and Automated Quality Management to evaluate the quality of interactions that occur through the Twilio communication platform. 
  • Enables Verint Speech Analytics to process Twilio interactions and deliver insights through sentiment analysis, categorization, and key driver analysis. 

What does it cost?

The Verint Twilio Flex Voice and Screen Capture Adapters are provided at no additional cost to customers of Verint Cloud Platform with EDM or on-premises Enterprise Recording.