Service Cloud Voice Implementation Guide

Overview
Contact Flows
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Transcribe Calls with Amazon Transcribe
Transcribe Longer Calls with Contact Lens
Link Case to Voice Call Record
Transfer to SMS in the IVR
Give Customers the Option to Request a Callback
Retry CTR Sync for VoiceCall Records
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh A Sandbox
Examples from Amazon Connect
Lambda Functions
Telephony Integration REST API
Customer Alerts with CloudWatch
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
PDF

Newer Version Available

This content describes an older version of this product. View Latest

Set Up Call Transcription

This example demonstrates how to set up transcription to convert call conversations to text. The transcripts appear in the voice call record in real time and after the call. Service Cloud Voice supports transcription from Amazon Transcribe and Contact Lens, and both services are available with Amazon Connect.
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in: Sales Cloud, Service Cloud, and Government Cloud as an add-on license. Government Cloud is supported only on Service Cloud Voice with Amazon Connect and Service Cloud Voice with Partner Telephony from Amazon Connect.