Twilio, the cloud communications provider has launched Twilio Flex- a fully programmable cloud contact centre platform. The platform covers multiple channels and allows customers to customize interfaces, routing and reporting. Flex is built on the foundation of Twilio’s Super Network which powers over 40 billion interactions annually, offering you unlimited scale and security.
Flex supports all of the standard messaging channels that contact centres are now expected to support. These include Voice, video, text, picture messaging, Facebook Messenger, Twitter, LINE and WeChat. The service also supports screen sharing and co-browsing.
Introducing Twilio Flex: the fully programmable contact center platform.
— twilio (@twilio) March 12, 2018
Twilio is also integrating its own intelligent TaskRouter service into Flex to automatically route questions to the right agent. A single Flex deployment can support up to 50,000 agents. Being GDPR compliant and ISO 27001 certified, all the data inside Twilio Flex is safe at all times.
The aim for Twilio Flex is to compete with existing call centre infrastructure that deploys on-premise call centre hardware and software. Additionally, Flex will also integrate with all the standard CRM tools like Salesforce and Zendesk, as well as workforce management and optimization tools that are currently in use in most contact centres.
Twilio Flex is currently in preview and will be available by the end of 2018 with flexible pricing options including per seat, per month.