Twilio launches Flex, a fully programmable contact center


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Earlier this yr we reported that Twilio was going to launch a full contact heart answer referred to as Flex on March 12 — lo and behold, in the present day is March 12 and Twilio in the present day introduced the launch of Flex on the Enterprise Join convention in Orlando. Flex brings collectively nearly each a part of the present Twilio infrastructure and platform for builders that already energy almost 40 billion interactions a yr and bundles it with a slightly slick person interface for corporations that wish to arrange an out-of-the-box contact heart or replace their current deployments.

Twilio’s experience has lengthy been in offering backend communications companies and its design experience is generally in constructing APIs, not person interfaces. With this transfer, although, the corporate is giving enterprises (and this product is supposed for the form of corporations which have a whole lot or 1000’s of individuals in a contact heart) a full stack contact heart with a full graphical person interface.

As the corporate’s head of its contact heart enterprise Al Prepare dinner instructed me, although, the principle design philosophy behind Flex is to present customers most flexibility. He argues that enterprise in the present day have to decide on between going with merchandise that they will’t customise themselves, in order that they must depend on costly exterior distributors that may do the customization for them (which additionally tends to take a number of time), or a SaaS contact heart that may be rapidly deployed however is tough to scale and lacks customization choices. “Consider Flex as an software platform,” Prepare dinner instructed me. It takes its cues from Twilio’s expertise in working with builders and provides enterprises a straightforward API interface for customizing the service to their liking, but in addition supplies all the essential instruments out of the field.

“The rationale why APIs had been very transformative to the business is since you are unconstrained in what you are able to do,” Prepare dinner defined. “As soon as you set a person interface on that, you constrain customers.” So for Flex, the crew needed to ask itself some new questions. “How do you construct person interfaces in a basically completely different manner that provides individuals the very best options they need with out constraining them?”

Out of the field, Flex helps all the normal messaging channels that contact facilities at the moment are anticipated to assist. These embrace Voice, video, textual content, image messaging, Fb Messenger, Twitter, LINE and WeChat. The service additionally helps display sharing and co-browsing. Twilio can be integrating its personal clever TaskRouter service into Flex to routinely route inquiries to the proper agent. A single Flex deployment can assist as much as 50,000 brokers.

Prepare dinner argues that getting began with Flex is a one-click affair, although as soon as it’s up and working, most customers will certainly have to customise the service a bit for their very own wants and embed chat widgets and different features on their web sites and into their apps (suppose click-to-call, for instance). A number of the extra in-depth customization might be completed in Twilio Studio, the corporate’s drag and drop software builder, too.

Most massive enterprises have already got contact facilities, although, so it’s possibly no shock that a number of the considering behind making Flex as… nicely… versatile as potential is about giving these customers the power to combine and match options from Flex with their current instruments to permit for a gradual and regular migration.

As we reported final month, Flex may also combine with all the usual CRM instruments like Salesforce and Zendesk, in addition to workforce administration and optimization instruments which are at the moment in use in most contact facilities.

Earlier than launching the product in the present day, Twilio already labored with ING, Zillow, Nationwide Debt Aid and RealPage to check Flex. As well as, it lined up a variety of tech and consulting companions to assist new customers.

Featured Picture: Drew Angerer/Getty Photos

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