Twilio Flex and Salesforce Integration Made Easy With DaVinci
This guest post is from Anthony X. Uliano, Founder and CTO of AMC Technology, a certified Twilio partner specializing in CRM and contact center integration.
Customer service has come a long way in the past few years. Businesses have made a significant investment in their systems to improve the customer experience, and they’re seeing the results in higher CSAT scores. However, many of these companies now find themselves with critical features spread across several different platforms. Operating siloed systems can lead to overly complicated workflows and ever-increasing support and maintenance costs. And often, businesses feel the pain of siloed systems the most when it comes to their CRM.
The CRM application Salesforce has made great advances in workforce optimization, work item queuing, and agent metrics reporting through Salesforce Omni-Channel. At the same time, businesses that have selected advanced communication platforms, like Twilio Flex, are equipped with state-of-the-art routing and ...
Unlocking the Secrets of Twilio Flex’s Programmable UI
Twilio Flex is an application platform for contact centers that allows customers to deploy, customize, and manage their own contact centers on top of existing Twilio infrastructure. What you may not know is that Flex is the first product from Twilio that comes with a user interface. Flex comes with an agent, admin, and supervisor UI that you can use and deploy right out of the box, which massively reduces the time it takes to get a Twilio-powered contact center up and running.
In addition to being instantly deployable, the Flex UI is completely programmable. We built the Flex UI framework with a set of capabilities (and APIs that allow you to tap into those capabilities) which we exposed through a set of front-end SDKs bundled with Twilio Front-End SDKs for further flexibility. Our goal was to make the UI just as flexible as the APIs.
In their session at ...
Strategies for Migrating an Existing Contact Center to Twilio Flex
Migrating from an existing solution, whether on-premise or SaaS, to Twilio Flex can be challenging to cutover all at once. For many companies, a gradual migration may be preferable. In this session from SIGNAL with Mladen Milanovic and Court Swenson from cloud solution provider Presidio, we covered how to approach incremental migration off of an existing contact center platform, with a deeper dive on how to do so with Cisco UCCE.
In this video from the Shibuya railway station in Tokyo, 1,200 engineers converted an above ground train track to an underground subway line in under 3.5 hours. With only 5 hours between the last train of the night and the first train of the morning in a station that moves more than 740,000 passengers a day, there was no room for error.
Moving an on-premise contact center to the cloud can ...
Using TaskRouter with Twilio Flex
- Workflows are meant to be simple and human readable.
- Task queues should represent a natural segmentation amongst agents.
- New TaskRouter features offer freedom of choice and scalability.
- TaskRouter will continue to scale alongside you as your Flex deployment grows.
Imagine this, if you will. Your internet connection has mysteriously stopped working at home. You’re joining an important work meeting by video in 30 minutes, and none of the usual fixes are working. Your last resort is to call your provider for help. But instead of being connected to technical support, you get the sales department.
As you frustratingly try to explain that you’ve already purchased the company’s internet package, it’s just not working so well right now, the minutes until your big meeting are ticking by.
Perhaps you’ve experienced a scenario like this in real life, and you don’t want to put your customers ...
How Lyft is Driving Growth with Twilio Flex
We built Twilio Flex to help companies focus their development resources on improving the customer experience rather than spending cycles on deploying and maintaining complex communications infrastructure.
One innovative business that’s chosen to deploy their contact center with Flex so they can focus on their customer experience is Lyft.
Jaime Gilliam-Swartz, Lyft’s VP of Customer Experience and Trust Operations, shared at SIGNAL that not long ago, the rideshare company was still relying on their original infrastructure of toll-free phone numbers and email aliases to offer customer support. Their customers made it clear the company’s support infrastructure needed a major overhaul, which eventually led Lyft to Twilio Flex.
In Lyft’s case, customers showed demand for additional channels to solve their problems. For example, passengers who accidentally leave an item in a car, like a wallet or phone, need immediate help reconnecting with the driver. Every second counts ...
Get Started with Twilio Flex in Minutes
Curious about Twilio Flex but not sure how to get started? Want to know what a contact center application platform is?
Here’s a quick primer on Twilio Flex and how to launch your contact center in minutes.
Flex is an instantly deployable, fully programmable contact center platform that enables you to launch a contact center out of the box. But unlike other cloud-based solutions, you can completely customize any layer of the stack using simple web-based frameworks such as RESTful APIs and React.js. We designed Flex to run on top of Twilio's reliable and secure Super Network infrastructure, so it easily scales to thousands of agents in the cloud.
Want to try Flex for yourself for free?
Go to Twilio.com/flex and click on Get Started Now. When you sign up for Flex in the console, you get 5,000 free active user hours that you can ...
Integrating Your CRM into Twilio Flex
- Integrate any CRM, whether on-prem, cloud-based, or custom-built, with Twilio Flex.
- Embed your CRM into the Flex agent desktop, or embed the agent desktop into your CRM.
- Out-of-the-box Salesforce integration is now in developer preview.
- Need assistance with your CRM integration? Twilio partners can help.
In working with our customers to modernize their contact centers, one of the recurring challenges we’ve seen these businesses face is how to address the siloed systems that keep their communication channels, agent interfaces, and customer records separate. These separate systems are not only costly to support, but add complexity to contact center operations, and ultimately prevent businesses from delivering frictionless customer experiences.
In order to efficiently and effectively communicate with customers, it’s critical that your CRM is tightly integrated with your contact center. In fact, this is one of the common requests we hear from customers when they migrate their contact center ...
AI for the Customer Interaction Lifecycle
At this year’s SIGNAL, we explored the balance between artificial intelligence and authentic engagement at the intersection of developers, innovation, and communications. From customer presentations to developer hands-on deep dives on Twilio's core products, we gave attendees the connections, tools, and resources for what they build next.
In a few days, we’re hosting the Blueprint to AI-Assisted Contact Centers with Twilio Flex and Google Contact Center AI. To get you excited, we thought we’d share this session from SIGNAL that explored how to use AI at different stages of customer interaction.
Chris Kendall, Twilio Solution Architect, kicked off this session by asking, “What would a perfect contact center look like?”
One of most important measures is customer satisfaction. We obsess over this at Twilio—communicating at the right time, on the right channel, with the right context—with the goal of creating that customer experience nirvana.
A New Era of Contact Center Software is Here: Twilio Flex Now Generally Available 🎉
- Twilio Flex: The fully programmable contact center platform is now generally available.
- What’s New: Easy onboarding, Salesforce and Zendesk connectors, a plugin framework, and more.
- Pricing: We’re introducing flexible pricing options to fit your needs, starting at just $1 per active user hour.
- Get started with Twilio Flex for free!
Since we announced Twilio Flex in March, thousands of you have requested access to the Flex preview program, across industries including financial services, retail, healthcare, travel, media, and technology. We’ve onboarded hundreds of companies into the program and thanks to the close collaboration with, and feedback from, these early users, Flex has evolved into a tried and tested platform that we’re excited to open up to you now.
Today, I couldn’t be more thrilled to announce that Twilio Flex, the first fully programmable contact center platform, is now generally available.
In the past few months ...
Welcome Aboard: Ytica Joins Team Twilio
At Twilio, we believe that organizations should have full control of the software and systems that help them run. That’s why we’ve built Flex to be the first cloud contact center application platform that is programmable at every layer of the stack.
And today, this is why we’re so incredibly excited to welcome Ytica, a long-time partner of ours, to the Twilio team. Founders Simon Vostry and Kveta Vostra built Ytica, an analytics-driven workforce optimization (WFO) software company, because they believe contact centers should have complete control of their data and full visibility into their operations. The team at its core is made up of developers, combining their decades of contact center experience with a software mindset.
Ytica has been at the forefront of workforce optimization for the contact center, helping to solve the problems that contact centers face daily—unactionable data, siloed systems, high agent attrition ...