Twilio announced Flex, a contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can instantly deploy an omnichannel contact center platform and also programmatically customize every element of the experience including the interface, communication channels, agent routing, and reporting to meet the unique needs of the business. With the launch of Flex, Twilio introduces a new type of platform for applications which has the potential to disrupt traditional monolithic application vendors in the same way API platforms disrupted traditional infrastructure services for communications, compute and payments.
A company’s contact center is critical to building and maintaining relationships with customers. However, as customer expectations shift with the availability of new communication channels, companies struggle to keep pace because of the difficulties and cost of upgrading the on-premises, hardware-based solutions that have dominated the contact center market for decades. Many companies have outgrown the one-size-fits-all applications and are demanding the ability to create an experience for their customers and agents customized to their unique needs.
“Hundreds of companies including ING Bank, Zillow, Simply Business and National Debt Relief have built customized contact center solutions using Twilio’s communication APIs,” said Al Cook, head of the contact center business at Twilio. “With Flex, we are providing a contact center platform that has a point-of-view based on the best practices we’ve learned, offers options for those who want to get up and running quickly, and gives businesses unlimited flexibility as they design their customer experiences.'
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