Contact Centers: Introducing Agent Conference

Agent Conference for contact centers Twilio

Place outbound calls to prospects without TwiML fetch. Agent Whisper feature to coach agents. Available now in public beta. Conference is at the core of many advanced Twilio call flows. Over the last year, we’ve made Twilio Conference more powerful and easier to use. We shipped conference events with speaker detection, hold API, end conference API, region selection, and made all conferences Global Low Latency (GLL)… Read More

Behind Great Customer Service, There’s Great Code : How Apartment List Uses Twilio

Apartment List‘s Renters Operations Center (ROC), headquartered in San Francisco, is lovingly referred to as The Rock by employees. It’s not the type of rock where you’ll find Nicolas Cage and Sean Connery saving the world from a nuclear weapon crisis. But, you will find Apartment List’s customer service staff doing equally heroic work: finding people apartments in San Francisco (and all over the world). Humans… Read More

Building A Salesforce Powered Call Center with Twilio TaskRouter

ThinkVoice gives businesses the communications tools they need to create exceptional customer experiences. ThinkVoice CEO Brian Coyle knows that something as simple and powerful as making a phone ring can be difficult to do at a large scale. That’s where ThinkVoice comes in. To ensure they’re giving their customers reliable and scalable communication solutions, ThinkVoice uses Twilio. After the launch of Twilio’s TaskRouter, ThinkVoice added a… Read More

Creating An Agile Contact Center: Find Twilio at Call Center Week

Customer satisfaction is critical to expanding your business. If you don’t have the right tools to deliver a great customer experience, you’ll be left behind. This week we’re headed to Las Vegas for Call Center Week to show you how to use cloud communications to keep your customers happy and your business thriving. Where To Find Us You can find us in Mandalay Bay at Booth… Read More

Building For Millions: How RedBeacon Revamped Their Customer Contact Center In One Month

Learn how to engineer the best experience for your customers. The Engineering the Customer Experience Roadshow is coming to six cities from San Francisco to London this summer, spots are limited, register now RedBeacon CEO, Anthony Rodio (pictured right), set out to reach a new bar of customer service after his company was acquired by Home Depot in 2012. The key to making his newly found… Read More

Customer Service Solutions with Twilio: Build Your Call Center Your Way

Throughout the years, we have identified that many of our customers are using us to power their customer service needs. Today, we are very excited to formally introduce Twilio for the call center market. Twilio gives you all of the building blocks needed to create a full-featured inbound or outbound call center. With these tools, you can create voice experiences that go above and beyond what… Read More

Unlock the Potential of Queue with the Press of a Button (or two)

In September we introduced you to <Queue>, a simple way to build and manage call queues with just a few lines of TwiML. Queue gives you the ability to easily route inbound calls, whether you are building a simple call waiting solution or a large, dynamic call center. Today we’re launching <Gather> supported by <Queue>, which allows your caller to interact with your application while sitting… Read More