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  • By Ramón Ulldemolins
    Announcing External AWS S3 Storage Support for Voice Recordings External Storage Support Programmable Voice

    We’re excited to announce that you can now store your voice recordings in your own AWS S3 bucket.

    By default, the media associated with a voice recording is stored within Twilio. Although this is convenient for many customers, there are customers who want their recordings to be stored on their systems for additional processing, storage, or compliance reasons.

    To achieve this in the past, customers have had to set up a webhook to be notified when a recording is completed with the recordingStatusCallback, download the recording, save it into their storage and then delete it from Twilio. Starting today, it's now possible to specify an AWS S3 bucket where media must be stored without the need for additional software development and additional API requests to programmatically download and upload each recording independently.

    The release of this feature represents Twilio’s commitment to serve their customers and help them meet their …

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  • By Ricardo Bangueses
    Add Natural Language Processing Capabilities to your Twilio Flex Contact Center IVR and Messaging Channels with Google Dialogflow ES flex-dialogflow-es-ivr-sms-voice.png

    The use of Artificial Intelligence in contact centers has been steadily increasing as the providers' technologies and algorithms become more mature. Today you can find Contact Center AI providers bringing a number of contact center capabilities. These include virtual agents or chatbots capable of understanding natural language, bots with the ability to assist agents while they're having a conversation, and enriched insights with sentiment analytics.

    In this post, we will walk you through one way of integrating Twilio Flex with Google Dialogflow ES, one of the Natural Language Processors (NLPs) on the market.

    Twilio Flex Dialogflow ES Plugin

    This plugin has been built to support both voice and messaging interfaces, with the following capabilities in mind:

    • Ability to flatten the IVR tree on a phone call or digital decision tree, as users can use natural language to state the reason for their call. Twilio then routes the interaction based on …
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  • By Twilio
    BlueCats turns proximity data into digital awareness with Twilio IoT IoTUseCases.png

    With Twilio Super SIM, BlueCats delivers safer and smarter workplaces.

    Covid-19 accelerated a significant business trend - the need for extremely accurate asset tracking. Whether it’s tracing the location of workers inside buildings for safety and social distancing or tracking assets across work zones, real-time asset tracking is increasingly becoming a critical part of business. In fact, Real-Time Location Systems are predicted to grow at nearly 20% CAGR through 2025, with the global asset tracking market estimated to reach $36.3B by 2025. But as the importance of the asset information increased, so did the complexity to deliver extremely accurate information, accessible in real time, and at scale.

    BlueCats asset tracking
    Workers contributing to safety by wearing BlueCats trackers

    Delivering real time digital awareness

    That’s exactly where BlueCats steps in to deliver digital awareness. By leveraging real time metrics on tagged personnel and assets at worksites, warehouses, and industrial environment, BlueCats’s Real Time …

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  • By Su-Ren Neo
    Hit Reality TV Show The Apprentice: ONE Championship Edition Taps Twilio For Audience Engagement, In-Show Communication, And Social Impact The Apprentice Asia

    A suite of versatile Twilio solutions bring the audience closer to the action and help candidates drive social good

    Last year, The Apprentice: ONE Championship Edition worked with Twilio to become the show’s exclusive technology partner. Described as the toughest version of The Apprentice franchise yet, the show invited 16 candidates handpicked from around the world for a chance to win a US$250,000 job offer to work directly under ONE Chairman and CEO Chatri Sityodtong as his Chief of Staff and protégé in business.

    To create a viewer experience that matches up to the candidates’ aspirations, the show producers worked with Twilio toward an ambitious goal. As the first-ever global edition of The Apprentice, they needed a technology partner that could help them connect and engage with a diverse audience tuning in from across Asia Pacific, where the show was first broadcast on cable television.

    They were also keen …

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  • By Casey Runnells
    MMS for Long Text Messages is Generally Available MMS for Long Text Messages

    In certain instances, businesses need to send longer text messages to communicate effectively. Perhaps it’s a doctor’s office sending post-appointment care notes or a retailer sending a promotion that includes emojis. But the increased character counts in such messages can cause them to be sent across several text messages (segments) which may diminish the recipient's experience and increase costs.

    That’s why we’re excited to announce that MMS for Long Text Messages is now generally available!

    This feature allows Twilio customers to deliver those longer messages to their recipients via a single MMS message instead of it being broken up into smaller SMS segments. MMS for Long Text Messages is available at no additional cost as part of our Messaging Services features. It is available in the US and Canada and can be used with Short Code, Toll-Free, and A2P 10DLC sender types.

    This is another step in …

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  • By Becky Teper
    Our Partnership with Google's Business Messages GBM Blog Text (1).png

    At SIGNAL 2021, we announced our partnership with Google’s Business Messages and previewed support for Google’s Business Messages within the Conversations API. As consumers’ preferences continue to evolve, you have the opportunity to differentiate by meeting your customers on their preferred channels, especially as there is an increasing expectation that private messaging channels can be used for both customer support and commerce conversations with a brand.

    More than half of consumers listed at least one method of asynchronous messaging, such as text or messaging applications, in their top three preferred ways of communicating with businesses. The pilot of Google’s Business Messages in the Conversations API enables your business to engage directly with your customers in one of the top places they go to look for information, Google Search and Maps. With the Conversations API, you can build custom customer care and commerce use cases across channels and add additional …

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  • By Ricky Holtz
    Introducing the Twilio Dev Phone dev-phone-banner

    I used to be an adjunct professor at Berkeley City College. My class was learning about 3rd party APIs, and so I set aside a classroom day to work on Twilioquest. On the day of the event, my students showed up and fired up their laptops...

    And I learned that my classroom had no cell service.

    While it was funny to watch my students run outside to a window to try and get some service and "catch" the text message, situations like this show us a clear issue: sometimes, our personal cell phones can be a blocker to our Twilio development. That's why Twilio's Developer Advocacy team is excited to announce the Twilio Dev Phone, a Twilio CLI plugin that allows you to send and receive calls and SMS straight from your local development environment.

    A screenshot of the dev phone UI

    You can learn more about the dev phone and how to use it …

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  • By Twilio
    5 Questions with Twilio’s first-ever Chief Digital Officer Reeny Sondhi Copy of Console DX promo images 1200x628 h (3).png

    Reeny Sondhi is joining Twilio as our first-ever Chief Digital Officer and will lead the scale of all technology operations needed as we focus on scaling and becoming an end-to-end customer engagement platform.

    Reeny joined Twilio from Autodesk, where she served as Chief Security Officer, responsible for driving the company’s security and trust strategy for infrastructure, products, and services. Before Autodesk, she led security engineering for EMC, now part of Dell.

    She made a transition to security after years in product management, launching multiple hardware and software products. Reeny serves on the board of Rapid7, a growth business in cybersecurity, and has been recognized by San Francisco Business Times as one of the “Most Influential Women in Bay Area Business.

    We asked her five questions to get to know her and see what she’s excited to build at Twilio.

    If your life had a theme song what would it …

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  • By Twilio
    5 Best Chat APIs & Messaging SDKs of 2022 messaging api.png

    Real-time chat is a powerful channel for your business to reach customers. In a customer service context, it allows you to handle inquiries immediately. For outbound sales, you can interact with potential customers as soon as they land on your website. As your business connects directly with customers through real-time chat, those connections can translate to sales, growth, and value.

    Fortunately, it has never been easier to integrate such a solution into your business. Instead of building a messaging solution from scratch, companies can leverage prebuilt solutions to easily integrate chat into existing apps and websites.

    Below, we’ll look at 5 of the best chat application programming interfaces (APIs) and messaging software development kits (SDKs) of 2022—but first, let’s lay a foundation by reviewing core concepts.

    What are chat and messaging APIs and SDKs?

    Chat platform APIs and SDKs allow a company to integrate existing real-time chat solutions into its …

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  • By Lyssa Test
    How RPA Bots Are Transforming Business Operations Copy of C04 Blog Text (2).png

    Robotic process automation (RPA) is an emerging transformational technology that automates business processes with software robots. RPA is important to nearly every vertical and is poised to have a lasting, critical impact on organizations.

    But what exactly is RPA? What are its benefits and challenges? And where should RPA bots be deployed? Let’s answer those questions, then look at a sample use case using Twilio and RPA to automate healthcare appointment rescheduling.

    What are RPA bots?

    RPA is a technology that creates digital workers (aka bots) that emulate a human’s actions when interacting with digital systems to execute a process. In short, RPA bots perform actions just as humans would—logging in, entering data, interpreting results, sending emails, copying text, performing calculations, filling out forms, sending files, and more. And RPA bots do this all faster, more reliably, and at a fraction of the cost of a human.

    These …

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