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  • By Patrick Kolencherry
    Image and File Attachments for WebChat in Twilio Flex Image and File Attachments - Flex Blog - Canva

    Want to see Twilio Flex in action? Check out our interactive demo.

    Ready to start building your contact center? We're offering $5,000 worth of free Flex Hours to help you get started. Sign up and start building with Twilio Flex!

    Sharing images and files during a chat interaction can help speed up support requests by providing additional context to agents and richer instructions and information to customers. That’s why we’re excited to announce that we have launched a pilot of chat attachments for Twilio Flex.

    You can get started with chat attachments today by following two easy steps:

    1. Enable the pilot feature for flex-ui: Select 1.20.0 for flex-ui within the version management panel. Then enable “Image and File Sharing for WebChat” within the pre-release features panel. If you aren’t able to select 1.20.0, please make sure that you have unchecked “Update minor versions” within the version management panel. …
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  • By Patrick Kolencherry
    Flex Boost: Twilio Partners with Calabrio to Provide QM and WFO to Contact Centers Impacted by COVID-19 Calabrio + Flex Boost Text 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.

    We launched Flex Boost last week to provide technical, operational, and financial resources to contact centers impacted by and responding to COVID-19. Organisations who are transitioning existing contact centers and spinning up new distributed contact centers due to COVID-19 need to account for quality and workforce management to operate at scale.

    That’s why we’re excited to announce that we’ve partnered with Calabrio to add Calabrio ONE and Calabrio Quality Management (QM) to Flex Boost. To get you up and running with Calabrio ONE or Calabrio QM, we’ve partnered with Avtex to provide a set …

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  • By Patrick Kolencherry
    Introducing Flex Boost: A Program for Contact Centers Impacted by COVID-19 Flex Boost Header

    COVID-19 has had a significant impact on organizations of all sizes — especially in the contact center. Companies are grappling with the reality of needing to quickly determine how to move a significant portion of their agents to work-from-home. At the same time, organizations and individuals are also creating new contact centers for public benefit.

    We want to provide additional assistance to organizations, globally, impacted by COVID-19, which is why we’re launching Flex Boost. Flex Boost is a program that provides technical, operational, and financial resources to aid with the impact of COVID-19 on contact centers. Flex Boost consists of the following three pillars:

    • Extended Free Hours: 10,000 free Flex Active User Hours (AUH) per month until June 30th for any company impacted by COVID-19, no contract required. 20,000 free Flex AUH per month until August 31st for qualified Direct Response projects. This includes access to Flex Insights.
    • Technical …
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  • By Patrick Kolencherry
    Introducing Flex Insights Flex WFO Built-in Dashboard

    The contact center plays an important role within an organization as a strategic asset that drives customer loyalty, innovation and growth. Having greater operational visibility to better understand how the contact center is performing is essential to delivering positive customer engagements

    Today, we've got two exciting announcements to share. First, we have renamed Flex WFO to Flex Insights. Together with Voice Insights and Messaging Queue Insights, Flex Insights provides Flex customers a clear picture of how their contact center is operating on a day to day basis. All of the features that are currently available with Flex WFO will continue to be available. Flex Insights is included with any paid plan for Twilio Flex.

    Second, we’re also excited to announce two new features for Flex Insights: a Real-Time Queues View and the availability of Messaging and Chat Transcripts in Flex Insights.

    Real-Time Queues View (Beta)

    Real Time Queues View
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  • By Patrick Kolencherry
    Strategies for Migrating an Existing Contact Center to Twilio Flex 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.

    Let’s explore!

    Complex Migrations

    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 be just as complicated. …

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  • By Patrick Kolencherry
    Convert Fax-to-Email with Twilio Fax, Functions, TwiML Bins, and SparkPost twilio_fax_do_good

    Today we’re going to use Twilio’s Fax API and SparkPost to receive an inbound fax and forward it as an outgoing email. We’ll use a phone number we purchase with Twilio and host our logic with the serverless Twilio Functions and TwiML Bins.

    Sign Up For – Or Sign Into – A Twilio Account

    You’ll be using a few Twilio products today to complete your quest: Twilio Programmable Fax for receiving an incoming fax and Twilio Functions and TwiML Bins to host your logic.

    Either create a new Twilio account (sign up for a free Twilio trial), or sign into an existing Twilio account. Once you are logged in, open up a tab with the Functions Console. Then – leave it alone, we’ll come back to it later.

    Purchase a Twilio Phone Number

    Much like with phone calls and text messages you’ll need a phone number …

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