Twilio Flex - The Programmable Contact Center
Twilio Flex is the only instantly deployable cloud-based platform that allows organizations to programmatically tailor every aspect of their contact center experience, bringing a whole new approach to the market.
Twilio Flex is different in that it’s a platform, not a product. Our experience has shown that if you want to differentiate your customer experiences for competitive advantage, you have to build it - and this is what allows your customer to fit the application to their business, rather than open the shrink wrapped software and figure out how to fit their business around the fixed software app.
Most contact centers only use about 2-5% of the features provided by their technology vendors. The reason is because those vendors build features designed for mass appeal. With Flex, we are focused on delivering core features that our customers really need as opposed to building 1000s of generic features, to create higher tailored agent, supervisor, and customer experiences.
Enhance Customer Relationships
Customer relationships are built and maintained through a company's contact center. However, as consumer expectations change or fluctuate as new communication channels become available, businesses struggle to stay up to date. This is due to the difficulty and cost of upgrading on-premises, hardware-based contact center systems, which have dominated the market for decades.
Boost Organizational Flexibility
Twilio Flex, is a new type of application platform that has the potential to disrupt traditional monolithic application suppliers, much like API platforms shake up traditional infrastructure services for communications, computation, and payments.
Flex is built on the same nimble Twilio infrastructure that serves tens of thousands of contact center agents* and processes approximately 40 billion interactions** every year.
Twilio Flex is completely programmable. As an application platform, every part of the stack can be customized to exactly what your business does.
Talk to experienced Twilio Flex consultants, architects, engineers, and administrators focused on delivering efficient and valuable solutions.
Twilio Flex in Action: Building a contact center tailored to the way you work.
Accelerate your digital transformation
We can help you deliver digital-first interaction across most channels, all from a single platform. Twilio contact center customers have saved 34% on operational costs.
Achieve cloud agility
In no time, you can deploy a fully cloud-based contact center.
Unlock precise personalization
For highly tailored encounters, you can put useful, contextual information at your agents' fingertips. After giving agents access to data from different backend apps, Flex clients claim a 38 percent reduction in handle times.
Proven Expertise
With Twilio being 14 years in the industry and Twilio flex scaling up, after 3.5+ years, we have built a platform that is available for enterprises, fueling the next generation of contact centers.
The ideal agent experience
On a single platform, one can support email, voice, SMS, WhatsApp, Facebook Messenger, and WebChat. With a single user interface, you can manage work across numerous channels. Create custom engagement workflows and intelligent routing for your company. Use Google Contact Center AI to bring up relevant information and suggested responses.
Innovation, from VPS
We're committed to combine our implementation, testing, and deep industry knowledge to help you get the most out of your resources and devote more time to innovation and system expansion.
Integrate with applications you already use
You can easily embed and add “what” within Salesforce, Zendesk, or nearly any other CRM, build and deploy customizations,and use API integrations to pull in inventory data from customers' past orders, payments, and more. You can also connect with ecosystem partners that provide certified WFM and campaign dialer integrations on a single platform.
Gain complete operational insight
You can create, distribute, and consume reports with ease, add custom metrics and KPI monitoring, access interaction data with your own reporting tools via export APIs, and leverage performance trends to further evaluate and iterate your contact center all from one platform
Take a look at how Twilio Flex works.
Power of Programmability
- Complete control – tailor your solution to your specific requirements rather than the other way around.
- Set your agents and supervisors up for success by increasing operational productivity.
- Build and iterate to fit your company demands in a fraction of the time and at a fraction of the expense.
Customers can be served via any channel
- Flex enables agents to handle tasks across different channels via a single user interface.
- Agents can save time by not being confined inside a channel or scattered over dozens of tabs while serving consumers.
Business Insights
- Reporting that may be customized to provide you insights into agent and contact center performance.
- Providing insight into agent KPIs status inside Twilio Flex will help you expand your workforce capacity and employee happiness.
- Streamlining your analytics into one system will improve your operational efficiency.
Contact Center Management
- Supervisors can dive down into detailed data that is important to them by looking at the contact center.
- From monitoring agents and tracking discussions across all channels to assessing trends, agents' performance, and producing custom reports to meet their specific requirements, we've got you covered.
Twilio Flex 2.0 has many exciting updates and a new Plugin Library. Learn how this release improves usability and design and offers ready-to-use Flex plugins, like the Supervisor Barge and Coach plugin. Take advantage of this release today and create a customized and scalable contact center solution.
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