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  • By Tim Richter
    Twilio Flex Developer Spotlight: Homebell p1iKFPCdwOB5RNVx8rv-AUBi6S80QTRteg1vp4Y4TMc-yEU2IcH6kyXcR5jRwPIhLIyLgwHwcy2V-Vh3IoNgizo_uZkxLHty2SQ5nizkf4GDrOsjhXauc-PVNpmteOF6KXISt6GV

    This is the third post in the Twilio Flex Developer Spotlight blog series. This blog spotlights Max Deuber and Daniel Maier at Homebell, a Berlin-Germany based company in the consumer services industry.

    I first came across Homebell’s story after they presented at Twilio Engage and Superclass in Berlin Germany in April 2019. Customers always present at Twilio Engage events, and Homebell showcased what they built with Twilio Flex. Based in Berlin, Homebell offers water and fire damage repair services to residential customers.

    This story spotlights Max Deuber, Head of Product Management and Daniel Maier, Chief Operating Officer at Homebell. Max coordinated and worked with a number of in-house developers to implement their Twilio Flex project. With their contact center contract up for renewal, Max and Daniel wanted to explore new solutions that would give them more control to integrate with applications beyond just Salesforce and to improve reporting and ...

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  • By Tim Richter
    Twilio Flex Developer Spotlight - U-Haul Jue0ovZAZNmJBr5eYSQ0qTYSfLNm8oUOzg3gROW7fh5DupE32363VbRnVuCe-djhL45kXue-1gqzWQEL28fLT7DarYkudJIljoZpgVQ-vhSsxHb08ADvYFeEdi6CmBm9aFcvTzmA

    Welcome to the second blog post of the Twilio Flex Developer Spotlight series. This time, we are featuring a team of developers at U-Haul. This post is based on my experience attending a Twilio hackathon at U-Haul headquarters in Phoenix, Arizona in May 2019.

    U-Haul International

    When you think of U-Haul, you most likely think of DIY moving trucks, trailers, and storage boxes. But did you know that U-Haul employs a team of software developers that build and maintain many of their software applications?

    The development team at U-Haul have built their technology stack including their own customer relationship management, billing, payment and web chat systems. They standardized on a premise-based voice contact center solution years ago for their contact center agents. And since the business is seasonal, they have maintained a hardware footprint capable of supporting up to twice the number of full-time agents during peak season.

    U-Haul Company’s ...

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  • By Tim Richter
    Twilio Flex Developer Spotlight - Scorpion earbB7LVvH13WmFlFf1vjDL2T_uzeD4VSHFYKBSDU1TXyivtndC0Row_2mu1fn-N0jnC_orFcZqd3nChuuxY8MGrpGhgTcELGwoaGiBNGiSvHk5IniE1qwkKjzxC7x2cj9ftb-aE

    Welcome to the first installment of a new blog series called Twilio Flex Developer Spotlight. Over the next few months we’ll showcase how developers use Programmability with Twilio Flex to solve contact center challenges.

    This post features Josiah, a web developer at Scorpion. Scorpion is a full-service digital marketing and technology company that serves over 10,000 clients across multiple industries. Scorpion improves their clients’ digital presence and also serves as a contact center outsourcer for businesses nationwide. The initial deployment of Twilio Flex is for ScorpionConnect agents who field chat inquiries on behalf of these businesses.

    Prior to working on Twilio Flex, Josiah had begun to build an in-house contact center solution working with local data stores and orchestrating tasks, context and workers. A daunting task for anyone. “We required a deeply custom [agent] dashboard that would allow us to take control of what, when and how we ...

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  • By Tim Richter
    Disruption Triggers Defense - How Twilio Flex is Shaking Up the Contact Center Landscape flex_header.png

    Listening to the main stage panel of contact center leaders at Enterprise Connect 2019, I was reminded of the market reaction when Apple launched the iPhone in 2007. Then, like now, incumbent vendors representing the status quo bristled at the introduction of a disruptive force.

    In 2007, some mobile device industry veterans questioned the potential of the iPhone. They questioned consumers’ willingness to pay $500 for a cellphone--and its ability to garner more than 2 or 3% of the market. Of course, history speaks for itself and reveals that they missed, or chose to ignore, the transformative potential of the disruption.  

    Today, Twilio is disrupting the communications industry with a fully programmable contact center platform called Flex. This platform allows customers unparalleled flexibility to design, create and manage a contact center tailored to their unique business model.

    So it felt like deja vu all over again when several panelists on ...

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