Starting today, you can access additional call attributes in your contact flow to build integrations that can authenticate incoming phone calls more accurately, reduce handle times, and enable greater personalization. Additional call attributes from telephony carriers, such as the geographic location of the voice equipment where the call originated, type of phone devices such as a landline or mobile, the number of network segments the call traversed, and other call origination information can be used to improve fraud detection and determine call treatment. For example, you can route trusted incoming calls to your typical agents while routing phone calls with potential fraud signals through a different contact flow to a specialized agent. You can also send phone calls originating outside the country to call center agents that have multilingual skills.

Categories: AWS