Unlocking the Secrets of Twilio Flex’s Programmable UI
Twilio Flex is an application platform for contact centers that allows customers to deploy, customize, and manage their own contact centers on top of existing Twilio infrastructure. What you may not know is that Flex is the first product from Twilio that comes with a user interface. Flex comes with an agent, admin, and supervisor UI that you can use and deploy right out of the box, which massively reduces the time it takes to get a Twilio-powered contact center up and running.
In addition to being instantly deployable, the Flex UI is completely programmable. We built the Flex UI framework with a set of capabilities (and APIs that allow you to tap into those capabilities) which we exposed through a set of front-end SDKs bundled with Twilio Front-End SDKs for further flexibility. Our goal was to make the UI just as flexible as the APIs.
In their session at ...
Strategies for Migrating an Existing Contact Center to Twilio Flex
Migrating from an existing solution, whether on-premise or SaaS, to Twilio Flex can be challenging to cutover all at once. For many companies, a gradual migration may be preferable. In this session from SIGNAL with Mladen Milanovic and Court Swenson from cloud solution provider Presidio, we covered how to approach incremental migration off of an existing contact center platform, with a deeper dive on how to do so with Cisco UCCE.
In this video from the Shibuya railway station in Tokyo, 1,200 engineers converted an above ground train track to an underground subway line in under 3.5 hours. With only 5 hours between the last train of the night and the first train of the morning in a station that moves more than 740,000 passengers a day, there was no room for error.
Moving an on-premise contact center to the cloud can ...
Introducing the Redesigned Twilio Status Page
We’re excited to announce today that the Twilio Status Page is unveiling a new design and vastly enhanced functionality!
Every month, thousands of customers rely on Twilio’s status page to monitor the current health of our products and services. Our newly redesigned Status Page continues to deliver on our commitment to provide radical transparency to customers like you who trust us with their business-critical communications.
When things don’t work as expected, our customers value simple and actionable indicators and alerts which convey an incident’s impact to them. Our old status page, while providing high levels of transparency, often forced customers to separate signal from noise. Without the ability to create fine-grained filters for products and regions you care about, our alerts had become too noisy.
We’re listening. We took your invaluable feedback to heart, and are proud to share our new status page design today ...
Getting Started with ASP.NET Core Razor Pages
Razor Pages is a new aspect of ASP.NET Core MVC introduced in ASP.NET Core 2.0. It offers a "page-based" approach for building server-side rendered apps in ASP.NET Core and can coexist with "traditional" MVC or Web API controllers. In this post I provide an introduction to Razor Pages, the basics of getting started, and how Razor Pages differs from MVC.
Razor Pages vs MVC
If you've used ASP.NET Core for building server-side rendered apps, then you'll be familiar with the traditional Model-View-Controller (MVC) pattern. Razor Pages provides an abstraction over the top of MVC, which can make it better suited to some page-based apps.
In MVC, controllers are used to group similar actions together. When a request is received, routing directs the request to a single action method. This method typically performs some processing, and returns an
IActionResult, commonly a
RedirectResult. If ...
Setting up Elastic SIP Trunking with Asterisk on AWS in Minutes
Have you thought about deploying a telecommunication solution to the AWS cloud using Twilio and Asterisk and just don’t know where to begin? Well, you have found your starting point!
When we first began to deploy our VoIP solution in 2010 with AWS and Twilio, we learned how cumbersome it can be to integrate AWS with Asterisk and Twilio. So, along with the folks at Twilio, we wanted to make your life easier by providing an instance that is plug and play, as well as a tutorial (with screenshots) on how to get it done!
In this tutorial, you will learn how to create and configure a Twilio SIP Trunk with Asterisk on AWS in just minutes. And, once your done, you should be able to place and receive calls on Twilio’s amazing global network.
Asterisk on AWS with Twilio Tutorial Requirements
To successfully work through this tutorial ...
Using TaskRouter with Twilio Flex
- Workflows are meant to be simple and human readable.
- Task queues should represent a natural segmentation amongst agents.
- New TaskRouter features offer freedom of choice and scalability.
- TaskRouter will continue to scale alongside you as your Flex deployment grows.
Imagine this, if you will. Your internet connection has mysteriously stopped working at home. You’re joining an important work meeting by video in 30 minutes, and none of the usual fixes are working. Your last resort is to call your provider for help. But instead of being connected to technical support, you get the sales department.
As you frustratingly try to explain that you’ve already purchased the company’s internet package, it’s just not working so well right now, the minutes until your big meeting are ticking by.
Perhaps you’ve experienced a scenario like this in real life, and you don’t want to put your customers ...
How Lyft is Driving Growth with Twilio Flex
We built Twilio Flex to help companies focus their development resources on improving the customer experience rather than spending cycles on deploying and maintaining complex communications infrastructure.
One innovative business that’s chosen to deploy their contact center with Flex so they can focus on their customer experience is Lyft.
Jaime Gilliam-Swartz, Lyft’s VP of Customer Experience and Trust Operations, shared at SIGNAL that not long ago, the rideshare company was still relying on their original infrastructure of toll-free phone numbers and email aliases to offer customer support. Their customers made it clear the company’s support infrastructure needed a major overhaul, which eventually led Lyft to Twilio Flex.
In Lyft’s case, customers showed demand for additional channels to solve their problems. For example, passengers who accidentally leave an item in a car, like a wallet or phone, need immediate help reconnecting with the driver. Every second counts ...
Search Engine Optimization (SEO) is vital for most web applications. You can build SEO-friendly Angular apps with Angular Universal, but what about the performance and efficiency of such an application? This post will show you how to build fast Angular apps that use client and server resources efficiency while providing server-side rendering (SSR) for SEO purposes.
In this post we will:
- Create an Angular application
- Add server-side rendering with Angular Universal
- Set up an
HTTP_INTERCEPTORwith a TransferState service, to prevent duplicate calls to server resources
- Create a route resolver to protect against slow external APIs.
To accomplish the tasks in this post you will need to install Node.js and npm (The Node.js installation will also install npm) as well as Angular CLI. cURL for macOS, Linux, or Windows 10 (included with build 1803 and later) and Git are referred to in the instructions but are not required ...
Pioneer NB-IoT with Twilio’s Alfa Development Kit
NB-IoT, also known as Narrowband-IoT, is a new cellular technology that promises low cost, low power consumption, wide area coverage and long battery life. These characteristics help make “smart devices” a reality.
T-Mobile has deployed NB-IoT coverage in the United States and Twilio is the first company to provide a NB-IoT developer kit. Twilio’s Alfa Developer Kit features a development board created in collaboration with Seeed Studio. The development board can access the T-Mobile NB-IoT network using a Twilio Narrowband SIM (which comes in the kit). Once on the network, developers can exchange data between multiple NB-IoT kits using the Twilio Breakout SDK.
This post demonstrates how to connect to T-Mobile’s NB-IoT network using Twilio’s Developer Kit. Once connected, we’ll send a “hello world” message over the network using the Breakout SDK. You can also find the the completed project on GitHub under TwilioIoT.
Ready to ...
Build Facebook Messenger bots with Twilio Autopilot
- A Conversational AI platform to build intelligent communication experiences.
- Autopilot now supports Facebook Messenger.
- Available now in beta.
Since we launched Autopilot at Signal, we’ve been working on expanding its features set. Today, we’re excited to share that you can now build Facebook Messenger bots with Autopilot. Facebook Messenger is one of the most popular and widely used social networks all over the world, boasting over 2 billion daily active users.
You've probably heard countless times that Facebook can help you grow your business. Many companies have begun to turn to the intelligent AI-powered Facebook Messenger bots to boost their customer-facing communication strategies. A recent report by Gartner claims that, by 2019, requests for customer support through mobile messaging apps (such as Facebook Messenger) will exceed requests for customer support through traditional social media.
Using Facebook Messenger chatbots will help you offer customers a faster and more convenient ...