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Contact Center posts

  • By Nathalia Velez Ryan
    9 Things to Look for in a Call Center Solution for Small Business what to look for in call center software

    If you run a small business, you’re probably used to taking on big challenges with limited resources. And adding a call center might seem like a major undertaking that’ll only strain your workload and budget.

    Spoiler alert: it doesn't have to be.

    In fact, a call center can help you streamline communication with customers, saving your business time and bringing a host of benefits, like improving customer engagement and increasing sales. And you don’t need a large staff or budget to do it.

    Wonder where to start? The best solution for a small business is often a flexible call center platform. It’s just a matter of finding the right one that’ll meet your needs. This post will cover what to look for in call center software.

    But first, is call center software right for your business?

    Does my small business need call center software?

    Let’s start by addressing why you …

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  • By Carina Kern
    EMEA SIGNAL 2022 Highlights and Session Replays Copy of Blog banner typographic-01

    It is that time of the year where developers, customers, and Twilions come together to share the latest trends and developments around customer engagement. We have some great customer sessions and announcements during this year's Developer & Customer Engagement Conference - SIGNAL 2022.

    In this blog I want to give you an overview of the key highlights and trends and point you in the right direction to get all the details needed to get started or expand your customer engagement strategy with Twilio.

    1. Remove pain points from user verification

    Twilio can help with a passwordless, friction-free and more secure user journey and improve the customer experience during an authentication and verification process.

    Introducing Twilio Silent Network Authentication: At SIGNAL, we announced that Silent Network Authentication (SNA) is now in public beta. SNA is a new channel available in Twilio Verify. It is a SIM-based technology that authenticates real …

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  • By Maria Galler
    Contact Center sorgt für bessere Kundenerfahrungen: kfzteile24 baut auf Twilio Flex kfzteile24_img_standort_spandau

    Sie lieben Ersatzteile und verstehen sich als Problemlöser: kfzteile24 verfolgt das Ziel, dass Menschen mobil bleiben und bietet dafür mehr als drei Millionen Auto-Ersatzteile für fast alle Automarken. Von Bremsscheiben über Motorenöle bis zu Autobatterien – bei kfzteile24 finden Kunden ihre passenden Autoteile. Die Kombination aus digitaler Plattform, Werkstätten und eigenem Lieferservice ist in Deutschland einzigartig.

    Herausforderung wachsender Kundenstamm

    Autoreparaturen sind oft zeitkritisch, Tausende von Autos haben jeden Tag kleinere oder größere Defekte. Die Kfz-Reparatur-Branche muss also täglich Tausende von Kunden bedienen, die eine schnelle Reaktion und einen schnellen Service benötigen.

    Die Branche ist hart umkämpft – bis zu 10.000 Artikel werden pro Tag versandt. Für die Bewältigung dieses Volumens ist ein effizientes Contact Center mit höherer First-Call-Resolution-Rate (FCR) wichtig. Es trägt dazu bei, Kundenanfragen zu personalisieren, Vertrauen aufzubauen und so den Kundenservice zu verbessern. Und das hat kfzteile24 mit Hilfe von c20y und Twilio Flex, dem Cloud-basierten Contact Center …

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  • By Maria Galler
    Kundenservice auf dem neuesten Level: BSH Home Appliances Group erneuert die gesamte digitale Infrastruktur mit Twilio Flex BSH, a home applicance manufacturer (1)

    In Zeiten wirtschaftlicher Herausforderungen, knappen Budgets bei Unternehmen und weniger Einkommen bei den Verbrauchern geht es vor allem um eins: eine gute Kundenbeziehung aufzubauen und möglichst langfristig zu halten. Der mehrfach preisgekrönte globale Customer Service von BSH Home Appliances Group (BSH), der größte Hersteller von Haushaltsgeräten in Europa, hat erkannt, dass Verbraucher weiterhin dort einkaufen, wo ihre Bedürfnisse verstanden und erfüllt werden und sie über ihre bevorzugten Kommunikationskanäle – und im Idealfall personalisiert – mit dem Unternehmen kommunizieren können. Dies ist die Grundlage für erfolgreiches Customer Engagement. Aus diesem Grund hat BSH seine gesamte digitale Service-, Support- und Customer-Care-Infrastruktur überarbeitet.

    Und um diese Infrastruktur innerhalb der Kundendienstorganisation zu erneuern, wird die Tochtergesellschaft der Robert Bosch GmbH Twilio Flex einsetzen.

    Für die Durchführung des Mammut Projekts wählte BSH Deloitte Consulting Spanien als vertrauenswürdigen Berater in der Nähe ihres IT-Hubs in Zaragoza, um eine Cloud-basierte Kommunikationsplattform zu finden, mit der sie …

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  • By Nathalia Velez Ryan
    The Top 5 Apps & Software to Integrate With Your Contact Center contact center integrations

    One of the most important functions of a contact center is to create a seamless experience for the customer. That’s true whether they connect with your business via phone, chat, email, or all of the above.

    To make that seamless experience possible, contact center agents need the right tools to:

    • Access customer data and context of previous interactions
    • Communicate with customers and other team members on various channels
    • Analyze past interactions and identify trends
    • And more

    Integrating the right apps and software into your cloud-based contact center helps you put these tools together in a single platform.

    Not sure where to start? This post will cover the top 5 types of contact center software integrations that could benefit your business. Plus, we’ll look at how you can integrate these apps and software with Twilio Flex—our world-class contact center solution.

    1. CRM software

    Customer data is at the heart of …

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  • By Kelley Robinson
    Cómo agregar la autenticación de clientes a Twilio Flex autenticación de clientes en el encabezado de Flex

    La seguridad del centro de llamadas es un punto débil conocido para muchas empresas. Esto se debe a que la mayoría de los centros de llamadas solo identifican y no autentifican realmente a los usuarios cuando llaman.

    La información de identidad suele ser un dato estático, como el número de teléfono o la fecha de nacimiento, cosas que mucha gente sabe sobre mí y sobre usted. La información de identidad suele ser fácil de encontrar o comprar y probablemente no cambia. Con un poco de búsqueda, los hackers pueden utilizar la ingeniería social para eludir la “verificación” común basada en el conocimiento de la identidad de un usuario. La autenticación es la forma de probar la identidad con un factor que puede ser algo que se conoce como una contraseña, algo que se tiene como una clave, o algo que se es como una huella digital.

    Las opciones para autenticar …

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  • By Brooke Isaacs
    21+ Call Center Metrics & KPIs Every Contact Center Should Consider contact center metrics

    As our reliance on technology and digital solutions grows, it’s no surprise that businesses have adapted to connect with customers everywhere. Contact centers, like Twilio Flex, are innovative solutions to the rising demand for round-the-clock, omnichannel communications.

    Implementing a contact center is only the first step toward optimizing your customer service strategy. Next, you’ll need to understand whether your contact center performs adequately or falls behind. So how do you do that?

    With data, of course.

    Call center metrics are a reliable way to measure your contact center's performance, but this data indicates very little if you don't know what the numbers mean. Plus, with so many metrics available to track, it can be hard to narrow down which ones you want or could benefit your business.

    Let us give you a hand. Below, you'll find the most important call center metrics your business should monitor. We'll break down …

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  • By Twilio
    Virtual Contact Center (VCC) Advantages & Disadvantages virtual call center copy.png

    When I think about virtual call centers, I think about DVDs.

    Remember the time before streaming? If you wanted to watch a movie, you needed a disc, which usually led to row upon row of rarely watched movies taking up space. And if you started watching in the bedroom and wanted to move to the living room, you had to take the disc with you, put it in the other DVD player, and manually fast forward to where you left off.

    That sounds exhausting to us now, right? How did any of us survive?

    Now we have thousands of movies available on demand that we can seamlessly watch on dozens of different devices. The virtualization of movies made watching them more convenient and flexible.

    Let’s apply that logic to call centers. Before virtualization, you had a big building full of agents placing and receiving calls. Agents had to be on-premise …

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  • By Jordan Hanley
    Dynamic Contact Center Opening Hours Powered by Twilio Studio and Google Places Dynamic Contact Center Opening Hours with Google Places

    The Problem

    One of the most frequent asks when building out an IVR for a contact center is for the IVR to change when the contact center is closed. To deliver a great customer experience, you may want to direct the customer online, give them different options to self-serve, send them to voicemail or simply ask them to call back at a different time.

    This kind of functionality can be built out relatively easily using Twilio Functions with Twilio Studio to lookup a spreadsheet or database and some kind of logic to decide if your business is currently open. However, this can become complex when managing public holidays, business downtime or other exceptions.

    How Can This Be Easier?

    In the online-first world that we live in, most businesses have a presence on Google, and some are even striving to be the most visible in their sector or region. As such, …

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  • By Bader Hamdan
    Google Cloud Contact Center AIとTwilio Flexの連携により顧客&オペレーター体験の価値を向上 Drive value across customer and agent experience with Google Cloud CCAI and Twilio Flex JP

    この記事はBader Hamdanこちらで公開した記事(英語)を日本語化したものです。

    あらゆる規模の企業が、内向き・外向きの部門の特質を問わず、顧客の価値と効率性を高めるために人工知能(AI)に注目しています。コンタクトセンターも例外ではなく、AIを利用して顧客とオペレーターの価値を高めるとともに、そのやり取りをリアルタイムに分析し、顧客が抱える共通の問題や必要な改善点を特定することができます。

    本稿では、弊社パートナーでもあるSabio社の開発・提供する、Twilio Flex向けGoogle Cloud CCAIコネクタのリリースをお知らせします。このコネクタにより、どのような企業でもすぐにGoogle Cloud CCAIをコンタクトセンターに統合することができます。

    Google Cloud Contact Center AI(CCAI)を使用することにより、GoogleのAI技術の粋(すい)を集めて、コスト削減、顧客満足度の向上を実現することができます。Google Cloud CCAIの機能をTwilio Flexに統合することにより、対話応対が可能な仮想オペレーターに顧客は24時間いつでも問い合わせ可能となり、またAIによるリアルタイム支援の下に、複雑な問題に対してオペレーターが対処可能となります。

    Twilioは、GoldグレードのコンサルティングパートナーであるSabioと協力し、Google Cloud CCAIコネクタを開発し …

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