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  • By Nichole Wong
    Twilio Flex and Salesforce Integration Made Easy With DaVinci header image.png

    This guest post is from Anthony X. Uliano, Founder and CTO of AMC Technology, a certified Twilio partner specializing in CRM and contact center integration.

    Customer service has come a long way in the past few years. Businesses have made a significant investment in their systems to improve the customer experience, and they’re seeing the results in higher CSAT scores. However, many of these companies now find themselves with critical features spread across several different platforms. Operating siloed systems can lead to overly complicated workflows and ever-increasing support and maintenance costs. And often, businesses feel the pain of siloed systems the most when it comes to their CRM.

    The CRM application Salesforce has made great advances in workforce optimization, work item queuing, and agent metrics reporting through Salesforce Omni-Channel. At the same time, businesses that have selected advanced communication platforms, like Twilio Flex, are equipped with state-of-the-art routing and ...

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  • By Nichole Wong
    Unlocking the Secrets of Twilio Flex’s Programmable UI Unlocking the Secrets of 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, deploy, and modify, which massively reduces the time it takes to get a Twilio-powered contact center up and running.

    Flex UI Framework

    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 SIGNAL, Tanya Mihnovits and Hando Tint from the Flex UI ...

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  • By Nichole Wong
    Using TaskRouter with Twilio Flex 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 ...

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  • By Nichole Wong
    How Lyft is Driving Growth with Twilio Flex Lyft and 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 ...

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  • By Nichole Wong
    AI for the Customer Interaction Lifecycle AI for the Customer Interaction Lifecycle

    At this year’s SIGNAL, we explored the balance between artificial intelligence and authentic engagement at the intersection of developers, innovation, and communications. From customer presentations to developer hands-on deep dives on Twilio's core products, we gave attendees the connections, tools, and resources for what they build next.

    In a few days, we’re hosting the Blueprint to AI-Assisted Contact Centers with Twilio Flex and Google Contact Center AI. To get you excited, we thought we’d share this session from SIGNAL that explored how to use AI at different stages of customer interaction.

    Chris Kendall, Twilio Solution Architect, kicked off this session by asking, “What would a perfect contact center look like?”

    One of most important measures is customer satisfaction. We obsess over this at Twilio—communicating at the right time, on the right channel, with the right context—with the goal of creating that customer experience nirvana.

    The ...

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  • By Nichole Wong
    Inside the Flexathon With AdHawk IMG_20180626_121831.jpg

    As a company that’s built around the developer community, hackathons are a longstanding tradition at Twilio. On June 26, we invited 25 developers from 3 different countries to Flexathona day building with Twilio Flex, our new programmable contact center platform, at Twilio HQ. The experts who built Flex from the ground up were on hand to answer any questions and provide guidance if needed. Attendees from companies such as Scorpion, Zendesk, Perficient, DVELP, and AdHawk, as well as independent developers, shared demos of what they built and revealed their first impressions of Flex.

    Flexathon provided valuable feedback on the Flex console provisioning experience and documentation. We’ve incorporated that feedback into the product and we’re now in a position to onboard additional customers. If you’re ready to level up your customer engagement and want to know more about what Flex can do for your ...

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  • By Nichole Wong
    Inside the Flexathon With Perficient flexathon 3b.jpg

    As a company that’s built around the developer community, hackathons are a longstanding tradition at Twilio. On June 26, we invited 25 developers from 3 different countries to Flexathona day building with Twilio Flex, our new programmable contact center platform, at Twilio HQ. The experts who built Flex from the ground up were on hand to answer any questions and provide guidance if needed. Attendees from companies such as Scorpion, Zendesk, Perficient, DVELP, and AdHawk, as well as independent developers, shared demos of what they built and revealed their first impressions of Flex.

    Flexathon provided valuable feedback on the Flex console provisioning experience and documentation. We’ve incorporated that feedback into the product and we’re now in a position to onboard additional customers. If you’re ready to level up your customer engagement and want to know more about what Flex can do for your ...

    Read More
  • By Nichole Wong
    Inside the Flexathon With Scorpion twilio-flex.jpg

    As a company that’s built around the developer community, hackathons are a longstanding tradition at Twilio. On June 26, we invited 25 developers from 3 different countries to Flexathona day building with Twilio Flex, our new programmable contact center platform, at Twilio HQ. The experts who built Flex from the ground up were on hand to answer any questions and provide guidance if needed. Attendees from companies such as Scorpion, Zendesk, Perficient, DVELP, and AdHawk, as well as independent developers, shared demos of what they built and revealed their first impressions of Flex.

    Flexathon provided valuable feedback on the Flex console provisioning experience and documentation. We’ve incorporated that feedback into the product and we’re now in a position to onboard additional customers. If you’re ready to level up your customer engagement and want to know more about what Flex can do for your ...

    Read More
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