Spoke Phone (UCaaS) Integration designed for Twilio Flex

Spoke Phone (UCaaS) Integration designed for Twilio Flex

Integrating your Unified Communications (UC)/IP Telephony (IPT) with your contact center enables you to provide customers a unified experience. It removes silos created by front office (customer service) and back office (admin, sales teams, etc.) solutions not communicating, and not being able to transfer customers to appropriate teams.

Now, your customer service teams can transfer calls to back-office teams, and vice versa. This helps customers engage with the necessary teams in a seamless fashion and simplifies the process for your teams.

Spoke Phone's UC/IPT and Flex integration

Spoke Phone’s UC/IPT, is built on Twilio and now has an integration designed to work seamlessly with Twilio Flex. This enables your teams to seamlessly transfer Twilio Flex calls to Spoke Phone IPT System and provide every employee with a 360-degree customer view, on any device.

This past year highlighted the need for contact centers to be agile and enable agents to engage customers through desktop and mobile experiences. Now, you can give your agents a mobile/app experience for business continuity planning to stay ahead of any crisis, while keeping them connected to your customers.

Spoke Phone’s integration offers access to the Flex Directory Plugin. This Twilio Flex Plugin lists the Spoke Phone IPT users and call queues, in the Flex environment. It displays the Spoke user/queue, presence/availability, and allows for call transfers out of Flex to back-office users or call queues on the Spoke Phone platform.

Availability

Spoke Phone is built on the Twilio platform and is available to companies worldwide. To learn more about Spoke Phone’s UX/IPT integration for Twilio Flex, read through Twilio’s Documentation or visit their Twilio Showcase Listing.

Philip is a member of Twilio’s Product Marketing team and is focused on working with Technology Partners to plan joint GTM, messaging, and co-marketing programs. Outside of work, you can find Philip traveling, skiing, cooking, and playing with his dog Stanley.