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Overview

This guide describes the configuration procedures required for MiaRec platform to integrate with Twilio Flex.

Prerequisites

  • Admin credentials for Twilio Flex. You must be able to login to Twilio Console with admin credentials and configure certain resources as described in this guide.
  • Admin credentials to MiaRec web portal. Contact your MiaRec account manager to get access to MiaRec platform.

How it works

The following network diagram shows the MiaRec and Twilio Flex architecture.

Once a configuration is completed, the MiaRec platform will start receving real-time events from Twilio Flex and pull the completed recordings calls. These recordings will be analayzed with the various AI-based analytic modules:

  • Transcription
  • Sentiment analysis
  • Topic and keyword analysis
  • Call summary
  • Manual and Auto QA using AI assistant
  • AI Insights, like "Next Actions", "Key Facts", etc.

The data will be available to users via a web portal. Access to data is controlled with role-based access control.

MiaRec and Twilio Flex architecture

Supported call scenarios

The following call scenarios are supported in this integration:

  • Inbound calls to Twilio Flex
  • Outbound calls from Twilio Flex using Dialpad

Frequently asked questions

  • How long does it take for recording to appear in MiaRec portal after call is completed?

    MiaRec platform displays call metadata in the web portal in real-time. You will be able to see in-progress calls while they occur.

    Recordings will be pulled from the Twilio platform after call is completed, within a few seconds.

  • Are users being notified automatically that call is being recorded?

    For inbound call scenarios, you can playback such an announcement by using Gather Digits or Say/Play widget in Twilio Studio.

    For outbound call scenarios, agents need to manually notify customers about call is being recorded.

  • Do I need to install any software in my network or on users computer?

    No. The MiaRec platform is a cloud service that integrates directly with Twilio Flex.

  • How long do you keep the recording?

    A storage period depends on the selected package. Check MiaRec Pricing for details.

  • How long will it take to setup an integration?

    It will take a few minutes to complete a setup.

Next steps