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Keep a Recording of Customer Communication

Voice Recording use case - high-level overview

We live in a fast-paced world and it's understandable that sometimes end users simply forget about the their payment due date but you can send them a friendly reminder a few days in advance and improve your payment rate.
Create a simple Flow to call and remind your end users that they have outstanding debt that needs to be paid.
You can record the call so that you always have access to it if needed.

Also, keeping a recording of your communication helps with legal actions should these ever need to be used as evidence in regulatory actions. 

Additionally, the Recording feature allows you to generate evidence of the reminder sent in the form of an audio file that can be reproduced when needed. 
Furthermore, having call recording enabled decreases the possibility of any litigation threats that may come from the debtor. 

This use case shows you how to communicate with your end users and inform them about the due date to pay off their debt.
You can also learn how to record the voice interaction and, later on, download the audio files of the recorded communication so you have a local copy whenever you need it.

Process Workflow

Voice Recording use case - Process workflow

NOTE

Recording is in Early Access. Make sure that your account has the Recording feature turned ON. If you don’t have it, contact your Account Manager to enable this feature for you.

IMPLEMENTATION STEPS

Steps over Web Interface

  1. Log in to the Infobip web interface and navigate to the Moments tab. Click CREATE FLOW, select Start from Scratch, then select Predefined audience and click START BUILDING.

  2. Enter your Flow name (in this case we used ''Due date reminder with Recording'').
    On the side panel of the Predefined audience entry point, select the audience you want to call (should be selected from People). You can choose from previously created tags (e.g., due date, by name, etc.)

Voice Recording use case - Set predefined audience

  1. Choose Start Call to set off on the journey of building your Flow. Then select or type the sender you would like to use.
    This will be your caller ID displayed on the end-user`s phone when they receive the call.

  2. Enable the Recording toggle in Advanced options. Note that all answered calls will be recorded.

Voice Recording use case - Enable recording

  1. Select Play from available elements and choose an audio source: Text-to-speech where you enter the message you want to play to your end users, or Audio file to use pre-recorded audio files from your computer (File Upload). 
    In this example, we will use Text-to-speech. You can enter your desired message text into the Content field.

Voice Recording use case - Select play action

  1. All that's left to do is click VALIDATE and LAUNCH NOW on the next screen.

Voice Recording use case - Validate and launch

To obtain the audio files of delivered calls recordings via Infobip web interface:

  1. Navigate to the Analyze section of the web interface and click the Recordings tab.

Voice Recording use case - Recordings tab

  1. Audio files of every recorded call should be available. 
    To narrow down your search, use the filters one the left side (e.g., Region, Start date, End date, Communication name, etc.)

Voice Recording use case - Select recorded audio files

  1. To download, navigate to a specific file and click the file management button (the three dots on the far right side).

Voice Recording use case - Download recording

  1. Click Download to store the recorded audio file to your computer.

  2. Listen to the file using your preferred audio player. 

Steps over API

  1. In the web interface, create IVR scenario using Flow API as the entry point. The same scenario elements from the previous steps may be used, the only difference is the entry point.

  2. Send API request from your platform using the endpoint specified in the Flow API side panel

  3. To obtain audio files you can use the web interface, or, if it suits you better, use the following API request:

PRO TIP

Flow scenarios should be tailored to your business needs. You can use the Forward Call element to connect your end user to a call center agent to discuss the terms regarding the due date of their payment. The entire call will be recorded and available for you to download and listen to after the call has ended.


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