A couple weeks ago, Amazon Web Services (AWS) experienced an outage in its US-EAST-1 region. As so many services rely on AWS, this outage had a broader impact, causing outages and various issues with Amazon’s own Ring services, online retailers, and even the New York City MTA. In addition, a couple major Communications Platform as a Service (CPaaS) providers also reported issues (Voximplant was not impacted), potentially impacting the communications of many of their customers. With this in mind, now is a good time to look at how CPaaS offers leverage public cloud infrastructure and review the factors involved in providing reliable, high quality communications services. In this post we will review the public cloud infrastructure used by several major CPaaS vendors and discuss the implications of their choices.
Have you ever wished you could just see what your users are doing without getting down in numbers? We can’t teleport you through space and time to sit next to your callers, but the new Live Logs feature in Voximplant Kit gets pretty close. Voximplant Kit — the drag and drop tool for automating customer experiences — has had a testing feature that lets you watch a test call from a designated number flow through Kit’s blocks, in real-time. With Live Logs, you can now do the same thing for real historical calls too - and it is synchronized with any recordings made during the call too.
Let us show you how this works.
As you can see above, the call history visualization synchronizes any audio recordings with the step-by-step flow as the user walks through the flow. You can hear how users interact with prompts, see where they get stuck, and clearly see all the variables used as the flow progresses.
Live Logs can be found in the Call History tab of the Inbound or Outbound tabs.
In addition, you can also see a step-by-step list with timestamps.
Ready to drag & drop your way to better customer experiences with an easy way to gain insights from past interactions? Try Voximplant Kit now for free at https://voximplant.com/kit.