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  • By Justin Pirie
    Flex Boost: Accelerate Curbside Pickups with Flex & SMS from Perficient Flex Boost Header

    Following on from the brilliant Engage Everywhere Event with Angela Ahrendts, it’s clear that consumer preferences have changed, and to be successful, we need to now build for the new normal as it’s likely to be around for quite a while. One of those new normal behaviors we’ve collectively developed is to reduce contact as much as possible, in order to reduce exposure and risk.

    Interacting outdoors significantly reduces transmission risks to both employees and customers, making curbside pickup a perfect solution for many retailers. It’s also more convenient for customers, saving them time, and it’s a habit likely to stick for many years to come as it was already growing fast.

    Twilio has been powering curbside pickup for major retailers for many years such as Bass Pro Shops and Joann Fabrics and Crafts, but if you don’t have an initiative already underway, what are some best practices you can …

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  • By Justin Pirie
    Ciptex RACE – Fast Track to a Twilio Flex based, API-first contact centre Ciptex_RACE.png

    This is a second in the series of posts about how companies are transforming their businesses using Twilio Flex to create products, you can find the first on Synergy Fusion here.

    Fast Access to Flex

    Ciptex RACE was born out of the need to help organisations quickly move to a home working solution and specifically developed to deliver a world-class cloud-based contact centre solution within minutes not months.

    Ciptex built an online signup and setup process that enables customers to customize Twilio Flex to their needs in minutes. The RACE Marketplace provides plugins which offer access to tried and tested integrations to third-party applications, such as CRM platforms, card payment solutions and Workforce Management applications. Ciptex provides advice, consultancy and DevOps engineers if required to extend and tailor the solution, further unlocking value from Twilio Flex.

    For Ciptex, Twilio Flex is a cloud contact center that gives organizations unprecedented …

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  • By Justin Pirie
    Flex Boost: Four Contact Center Strategies for Conversational Commerce from Perficient Flex Boost Header

    Twilio is offering a new program called Flex Boost to provide up to $100,000 in free Active User Hours to organizations impacted by or responding to COVID-19.

    You can find more information about Flex Boost, including links to helpful technical and operations resources, along with information on how to get started on the following page.

    Most of us are still adjusting to the new reality of social distancing and ‘shelter-in-place’. Surveys show that even when these orders are lifted, many of us are unwilling or unable to go back to “normal” life until a vaccine is widely effective. Consumer preferences have dramatically shifted during this time, and one of the big shifts has been towards conversational commerce. It’s been a macro-trend for a long time but the current crisis has accelerated it because customers aren’t able to shop in the same way, they generally prefer messaging over voice and …

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  • By Justin Pirie
    Synergy Fusion, a Cloud Contact Center Built on Twilio Flex MONITORS update_INTERACTION MANAGER MONITOR.png

    Congratulations to Synergy Enterprise Solutions for introducing ​Synergy Fusion, a fully customizable omnichannel cloud contact center powered by Twilio Flex.​ Synergy Enterprise Solutions, a leading contact center and CRM solutions provider based in Australia and New Zealand developed Fusion to help businesses streamline customer service and communications.  

    Introducing New Business Models With Twilio Flex

    Twilio Flex gives businesses complete control over how, when and what they deploy. Built on the trusted Twilio cloud communications infrastructure that powers over a half-million agents today. With Twilio Flex, as the industry's only fully programmable platform, Twilio Flex lets businesses deploy Twilio's broad array of channels while giving developers the tools they need to easily create, change, or extend any part of the solution.

    Twilio Flex is changing the way enterprise software is being consumed. Its programmable platform provides a unique opportunity for developers, entrepreneurs and innovative organizations to develop new customer service software …

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  • By Justin Pirie
    Announcing Twilio Build Partner Program Enhancements Twilio Build

    We are excited to help partners accelerate time to revenue and profitability with Twilio by expanding the benefits provided to partners through Twilio Build.

    Highlights include:

    • New program types and tiers for 2020
    • Deal Registration
    • Proof of Concept Program
    • Application Reviews
    • Market Development Funds

    Existing partners will have a webinar invite in their inbox today with the full details. If you’re not an existing partner, you can sign up for the waitlist here.

    Since the beginning, our partners have been a vital extension of Twilio. That’s why today, we’re excited to announce Twilio Build enhancements coming in the latter half of 2019 and into 2020.

    We’re still maintaining two flavors o …

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  • By Justin Pirie
    Announcing Programmable Video Network Quality API E3_227YeEwTpncm0VgqLtYJWU6UUpdXs8DauEraaBfkg-EnHipP5O8JwdxyXxP48YGpL0MhXIY0CzCjZUZNE4SuTvENq5s2IkIAMqPzfTHOyme4hdPrng00nBI0bUYuGxag_T_9s

    When the network is the problem, what’s the solution?

    Most of us have experienced the annoying effects of degraded video conferencing quality: audio becomes robotic and choppy while video turns into a sequence of blurry pictures. This is frustrating for end-users who tend to complain to application developers and platform providers asking for a solution. However, experience shows that most of the time, what causes these problems is the network access of the end users themselves. Notably, crappy wifi.

    Wireless links are subject to so many different types of interference that can cause packet loss that it’s impossible to control. Worse, the use of shared access mechanisms split the available bandwidth amongst channels and may cause bitrate drops in crowded areas. Even with wired ethernet, routers and firewalls might get congested causing jitter, latency and packet loss. Worst of all, free, coffee shop wifi.

    When video conferencing, all these problems …

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  • By Justin Pirie
    Built with Twilio Video: LearnCube Virtual Classroom mvf5B5XHrokZ8pVkLnO1hbfn9gfcnlm_NHRsb8MoxVjlriMeR_H78K4KXYlAAMAlitQrW2H68PAlw8aJZT7qEkwy-K4mcBY0Y-BfoZNOXa01dGatoItu7pRYmwYjo7SeAtrRg_PR

    Before eLearning, a student needed to commute across town or even move to a different country to get a quality education. Improvements in technology, especially in WebRTC, has taken the hassle out of connecting students with great teachers and schools.

    I’m Alex from LearnCube, virtual classroom software that specializes in helping language-learning and academic tutoring companies teach online.

    When we started four years ago, we made a bet that WebRTC would be the video technology of the future. Users much prefer the seamless experience of not having to download an external app or software. The quality has been getting better every year and it’s already superior to many many established video-conferencing providers.

    We became a Twilio customer for Programmable Video in late 2017 after learning that Twilio had acquired Kurento. What we found was a quality video platform to embed in our virtual classroom software at an affordable …

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  • By Justin Pirie
    Copilot Just Got Even Smarter: Announcing Smart Encoding Twilio Bug Logo

    • Prevent messages from being unnecessarily concatenated
    • Automatic translation of Unicode to equivalent GSM7/ASCII characters
    • Available now

    In the past, the only way to check whether a message contained an inadvertent Unicode character was to paste the text into a tool that tells you how we will encode your message or send a test message and check for segments in your logs, which adds an extra step to your development lifecycle.

    Now with the new Smart Encoding feature for Copilot, Twilio will automatically translate Unicode characters into GSM7/ASCII characters for you if there are GSM7/ASCII alternatives and no characters that can’t be converted in the message, e.g. emoji or language ba …

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  • By Justin Pirie
    Short Codes, Big Volume: Now Send up to 100 Messages per Second giphy

    If you need to send messages fast, your Twilio Short Code is the perfect vehicle – and we just gave it some more horsepower. Now you can send 100 messages per second (MPS) by default in the US, Canada, and the UK up from 30 MPS.

    When to use a Short Code vs. Long Code?

    In the US, long codes aren’t meant for high-volume messaging. To ensure you stay within compliance, Twilio automatically queues your outbound messages, sending them to the carriers at 1 MPS per long code in the US. This can be a real drag if your content is time sensitive and/or high volume, like warning a community about a school closing or promoting a “one day sale”. Your users may end up waiting around for those alerts unless you have enough long codes to handle the throughput. So if you’re sending more than a few hundred messages …

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  • By Justin Pirie
    Introducing The Messaging Feedback API tw2_feedbackapi_blog

    There’s nothing worse than a delayed text message. Whether it’s a notification that your car arrived, a two-factor-authentication code or a response to a chat, it needs to arrive on time.

    Getting a message from point A to point B quickly is not a one-size-fits-all operation. After sending billions of text messages around the world, we learned delivery varies by geography, mobile operator, use case, and, for some businesses, the actual content of the message.

    There are many different routes that your message can take through the telecom ecosystem to reach the handset. Surprisingly – or at least it was initially to me – telecom routes don’t always deliver messages with the same success, they change over time.

    Today, Twilio announces a new Twilio Message Feedback API that enables you to programmatically report back to Twilio critical deliverability information. Actions that indicate a message was received can then be used …

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