Agent Conference is now Generally Available

Connect agents and customers with a simple API. Allow supervisors to privately coach agents during a live call. Allow supervisors to take over a call from an agent. Let agents dial outbound to customers from within a conference, so that customers connect immediately when they pick up. We are excited to announce that Agent Conference, Twilio’s solution for bridging customers to contact center agents, is now… Read More

SIP Interface adds support for international regions

connect to anything with twilio

We’re excited to share that SIP Interface now supports international regions, including North America (Virginia, Oregon), Europe (Ireland), Asia Pacific (Tokyo, Singapore, Sydney), and South America (São Paulo). This means that when you send SIP to Twilio, or receive SIP from Twilio, you can specify the region that’s closest to the location of your communications infrastructure to ensure the best quality of service. Sending SIP to… Read More

More Accurate Call Transcriptions Available Now

Phone call transcription is a must-have for any modern contact center. Not only do transcriptions play a role in training and quality assurance, but they also offer important insights into customer experience. Having the greatest possible accuracy is critical, because these words are driving business decisions. Anyone who’s experienced a failed autocorrect knows how errors in a conversation can change the meaning of what’s being said…. Read More

Reshaping the Contact Center for a New Era of Customer Interactions

With contact centers facing increasing requirements for agility, flexibility and cost reduction—along with an increasingly sophisticated customer—the time to consider moving to the cloud is now. If you’ve been considering this shift for your company, join our upcoming webinar featuring Forrester Research Principal Analyst Art Schoeller and Twilio CMO Lynda Smith. Moving your contact center to the cloud shouldn’t be driven by hype, but with careful… Read More