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Flex posts

  • By Brooke Isaacs
    The Top 10 Metrics Every Contact Center Should be Tracking 10 Metrics Contact Center Banner

    In a world that relies on technology and digital solutions, it’s no surprise that businesses have adapted and evolved to connect with customers everywhere, and on their preferred channels. Contact centers, like Twilio Flex, are innovative solutions to the rising demand for round-the-clock, omnichannel communications.

    What is a contact center?

    Lexico defines a contact center as “an integrated and usually automated communications system that coordinates all telephone and electronic contacts between an organization and the public.” Companies across all industries utilize contact centers, including healthcare, finance, travel, and tech among others.

    Although similar (and sometimes referred to interchangeably), contact centers and call centers are not the same thing. Contact centers handle customer communications across several applications, including calls, chat and messenger platforms, and email. Call centers tend to handle only inbound and outbound calls.

    Implementing a contact center as a customer service solution is only one part of optimizing …

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  • By Justin Pirie
    loveholidays uses Twilio Flex to Improve Agent Productivity by 20% loveholidays logo

    loveholidays is one of the UK’s fastest growing online travel agencies, offering custom package holidays to families, couples and friends. It goes without saying the COVID outbreak has caused monumental upheaval within the travel industry globally.

    For over 4 months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations. Record numbers of queries have been coming in from anxious customers, all while social distancing rules necessitate a remote working contact center model.

    loveholidays needed to update their on-premise solution to a cloud-based platform so that their agents could work from home. Selecting Twilio Flex provided an immediate fix to their most immediate obstacle of getting loveholidays agents up and running remotely. But remote working was just table-stakes for loveholidays, they chose Twilio Flex because it’s natively an omnichannel platform on which to get up and running quickly and keep on innovating for …

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  • By John Hartmann
    Twilio's Omni-Channel Approach: A Self-Service Win/Win, Finally Realized Selfserv win-win

    The idea of “DIY” (do-it-yourself) is nothing new. Yes, it has grown in popularity recently due to tools such as Youtube, Instagram, and the like, but the concept of DIY has been around since the 1950’s. People take pride in being able to carry out professional grade tasks without direct aid from experts or professionals.

    In the Contact Center world, we want customers to have tools to do things themselves – without a live agent. The promise of self service has proven elusive. For decades we have struggled to provide rich experiences that create high satisfaction with self service applications. I submit that a combination of new capabilities, shifting customer preference for omni communications and an increased willingness to do-it-yourself has finally allowed us to realize the self service win-win where both businesses and customers benefit.

    Attempts at self-service in customer interactions

    The idea of self-service is sound; companies …

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  • By Kelley Robinson
    How to add customer authentication to Twilio Flex customer authentication in flex header

    Call center security is a known weak spot for many companies. That's because most call centers only identify and do not actually authenticate users when they call.

    Identity information is usually static data like a phone number or date of birth -- things that a lot of people know about me and you. Identity information is often easy to find or purchase and probably doesn't change. With a little bit of research, hackers can use social engineering to bypass common knowledge-based "verification" based on a user's identity. Authentication is how to prove identity with a factor that could be something you know like a password, something you have like a key, or something you are like a fingerprint.

    Options for actually authenticating users contacting your support system include sending one-time passcodes (OTPs) to a user via SMS or email, callbacks, security PINs, verbal passcodes, voice recognition, and more. For more …

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  • By Andrej Saweljew
    Extend the Native Twilio Flex-Salesforce Integration Flex Native Integration Banner

    Last year we announced Flex Salesforce CTI (Computer Telephony Interface) Generally Availability, with support for both Salesforce Classic and Lightning. Flex Salesforce CTI integration enables you to supercharge your Salesforce Sales and Service Cloud with omnichannel customer communications. Once you’ve successfully installed the CTI integration, you will be able to access Flex via Salesforce’s openCTI utility bar component. This enables you to:

    • Perform automatic search and screen pop to present contextual information to agents
    • Keep the Salesforce screen in sync for agents moving between tasks with context switching
    • Create an automatic record of engagements going through Flex
    • Use Single Sign-On (SSO) to authenticate directly to Flex when logging in from Salesforce
    • Use dual monitors to let agents take full advantage of both Flex and Salesforce real estate
    • Click a phone number in Salesforce to perform an outbound call

    You can get read more about the native Flex Salesforce Integration …

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  • By Justin Pirie
    Flex Boost: Accelerate Curbside Pickups with Flex & SMS from Perficient Flex Boost Header

    Following on from the brilliant Engage Everywhere Event with Angela Ahrendts, it’s clear that consumer preferences have changed, and to be successful, we need to now build for the new normal as it’s likely to be around for quite a while. One of those new normal behaviors we’ve collectively developed is to reduce contact as much as possible, in order to reduce exposure and risk.

    Interacting outdoors significantly reduces transmission risks to both employees and customers, making curbside pickup a perfect solution for many retailers. It’s also more convenient for customers, saving them time, and it’s a habit likely to stick for many years to come as it was already growing fast.

    Twilio has been powering curbside pickup for major retailers for many years such as Bass Pro Shops and Joann Fabrics and Crafts, but if you don’t have an initiative already underway, what are some best practices you can …

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  • By Patrick Kolencherry
    Image and File Attachments for WebChat in Twilio Flex Image and File Attachments - Flex Blog - Canva

    Want to see Twilio Flex in action? Check out our interactive demo.

    Ready to start building your contact center? We're offering $5,000 worth of free Flex Hours to help you get started. Sign up and start building with Twilio Flex!

    Sharing images and files during a chat interaction can help speed up support requests by providing additional context to agents and richer instructions and information to customers. That’s why we’re excited to announce that we have launched a pilot of chat attachments for Twilio Flex.

    You can get started with chat attachments today by following two easy steps:

    1. Enable the pilot feature for flex-ui: Select 1.20.0 for flex-ui within the version management panel. Then enable “Image and File Sharing for WebChat” within the pre-release features panel. If you aren’t able to select 1.20.0, please make sure that you have unchecked “Update minor versions” within the version management panel. …
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  • By Miro Botur
    Link IVR Time/Path with Inbound Calls Using Flex Insights figure-insights-reports.bdf8b667c.png

    Want to see Twilio Flex in action? Check out our interactive demo.

    Ready to start building your contact center? We're offering $5,000 worth of free Flex Hours to help you get started. Sign up and start building with Twilio Flex!

    This post is part of a series on IVRs and Flex Insights. Learn how to track calls abandoned in your IVR here, and stayed tuned for an upcoming guide on keeping track of IVR workflow executions in Studio.

    Contact centers push for the use of self-service options to reduce the time their agents spend on handling common requests. In many cases an IVR is used to serve basic customer needs. However, to provide a good customer experience and increase the percentage of self-service inbound calls, visibility on how customers interact with an IVR is critical.

    In this guide, I’ll show you how to use Flex Insights to consume IVR …

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  • By Justin Pirie
    Ciptex RACE – Fast Track to a Twilio Flex based, API-first contact centre Ciptex_RACE.png

    This is a second in the series of posts about how companies are transforming their businesses using Twilio Flex to create products, you can find the first on Synergy Fusion here.

    Fast Access to Flex

    Ciptex RACE was born out of the need to help organisations quickly move to a home working solution and specifically developed to deliver a world-class cloud-based contact centre solution within minutes not months.

    Ciptex built an online signup and setup process that enables customers to customize Twilio Flex to their needs in minutes. The RACE Marketplace provides plugins which offer access to tried and tested integrations to third-party applications, such as CRM platforms, card payment solutions and Workforce Management applications. Ciptex provides advice, consultancy and DevOps engineers if required to extend and tailor the solution, further unlocking value from Twilio Flex.

    For Ciptex, Twilio Flex is a cloud contact center that gives organizations unprecedented …

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  • By Chas Bowman
    Erstellen Sie mit Twilio Flex Ihr eigenes Remote Agent Contact Center in 30 Minuten Überschrift im Bild

    Twilio bietet ein neues Programm an - Flex Boost, um Organisationen, die von COVID-19 betroffen sind oder auf COVID-19 reagieren, bis zu 100.000 US-Dollar in Form von kostenlosen aktiven Nutzungsstunden zur Verfügung zu stellen.

    Weitere Informationen zu Flex Boost, einschließlich Links zu hilfreichen technischen und betrieblichen Ressourcen, sowie Informationen zu den ersten Schritten finden Sie hier (auf Englisch).

    Möglicherweise befinden Sie sich in einer Situation, in der Sie dringend ein neues Contact Center  benötigen, das es Ihren Mitarbeitern ermöglicht, von Zuhause oder aus der Ferne zu arbeiten. Dieser Artikel führt Sie in nur 30 Minuten durch die Bereitstellung von Twilio Flex - einem Cloud-basierten Contact Center mit nativem WebRTC-Support.

    Twilio Flex kann sofort bereitgestellt werden und bietet Ihnen die Möglichkeit, sofort mit dem Testen von Sprachanrufen, SMS und Web-Chat zu beginnen. In diesem Blogbeitrag zeigen wir Ihnen, wie Sie schnell eine Lösung erstellen können, mit der Contact Center-Agenten …

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