AWS Contact Center
Author: Clarence Choi
Clarence Choi is a Solution Architect Specialist for Amazon Connect. He has been in the Contact Center technologies industry for 20+ years and previously worked in Oracle, Cisco, and Avaya helping customer improve their customer experience.
Pause and resume call recording with a new API in Amazon Connect
Often, companies choose to record contact center calls for agent compliance, call quality, and training purposes. With Amazon Connect, call recordings are stored into an Amazon S3 bucket, which companies can view later to use for any of the above. However, when an agent handles sensitive customer information it is common practice to not record […]