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Flex posts

  • By Luís Leão
    Crear colas y habilidades para un Centro de contacto de Flex Crear colas y habilidades para un Centro de contacto de Flex

    Acaba de implementar Flex y es posible que se pregunte cómo seguir.

    A continuación, deberá comenzar a pensar en su estrategia de enrutamiento y de cola. En esta publicación de blog, analizaremos algunas opciones básicas para las colas y las habilidades (sienta las bases sobre cómo informará y analizará su negocio de centro de contacto).

    ¡Comencemos!

    Lo que construiremos hoy

    Flex tiene la capacidad de aprovechar toda la potencia de Twilio TaskRouter. TaskRouter es un potente sistema de enrutamiento basado en atributos, el corazón del centro de contacto. También es totalmente programable, lo que le permite controlar su centro de contacto desde su código. Hoy veremos un caso de uso sencillo: “¿Cómo puedo configurar un centro de contacto para apoyar a mis clientes y empleados con Flex?”.

    Para ello, vamos a crear dos nuevas colas de tareas: Servicio de atención al cliente y servicio de atención al empleado …

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  • By Luís Leão
    Integrar ServiceNow en Flex Integrar ServiceNow en Flex

    ¿Desea ver Twilio Flex en acción? Mire nuestra demostración interactiva.

    ¿Está listo para comenzar a construir su centro de contacto? Ofrecemos $5,000 en horas Flex GRATIS para ayudarlo a comenzar. Regístrese y empiece a compilar con Twilio Flex.

    El trasfondo

    Southwest es conocida por el amor que demuestra a sus clientes. Ha sido el n.o 1 en la clasificación de satisfacción al consumidor del Departamento de transporte de 24 de los últimos 28 años, se clasificaron como n.° 8 en la lista de empresas más admiradas del mundo de Fortune en el 2018 y también lograron rentabilidad en 46 de los 52 años de su existencia. La misión de Southwest es “convertirse en la aerolínea más querida, más volada y más rentable del mundo” y parecen estar en el camino correcto para lograrlo.

    Southwest estaba logrando esta meta. Pero Jonathan, un desarrollador sénior de Southwest, asistió SIGNAL el año pasado …

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  • By Luís Leão
    Integre o Twilio Flex ao Microsoft Dynamics 365 Integre o Twilio Flex ao Microsoft Dynamics 365

    Quer ver o Twilio Flex em ação? Confira nossa demonstração interativa.

    Você está pronto para começar a desenvolver seu contact center? Estamos oferecendo US$ 5.000 de horas flexíveis gratuitas para ajudar você a começar. Inscreva-se e comece a desenvolver com o Twilio Flex!

    Twilio Flex é uma plataforma de contact center open source baseada em tecnologias da Web que permitem a integração com praticamente qualquer CRM. Então, por que não usar o Microsoft Dynamics 365?

    Muitas organizações usam aplicativos de CRM para armazenar informações de clientes e informações contextuais atualizadas sobre o envolvimento anterior de um cliente com a organização. Para fornecer uma experiência melhor ao interagir com seus clientes, as organizações devem usar essas informações para aumentar a oportunidade e a relevância de suas conversas.

    Neste tutorial, você aprenderá a usar os dados do cliente no Dynamics 365 para fornecer uma conversa contextualmente relevante durante o autoatendimento e escalonamentos …

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  • By Philip Borden
    Spoke Phone (UCaaS) Integration designed for Twilio Flex Spoke Phone

    Integrating your Unified Communications (UC)/IP Telephony (IPT) with your contact center enables you to provide customers a unified experience. It removes silos created by front office (customer service) and back office (admin, sales teams, etc.) solutions not communicating, and not being able to transfer customers to appropriate teams.

    Now, your customer service teams can transfer calls to back-office teams, and vice versa. This helps customers engage with the necessary teams in a seamless fashion and simplifies the process for your teams.

    Spoke Phone's UC/IPT and Flex integration

    Spoke Phone’s UC/IPT, is built on Twilio and now has an integration designed to work seamlessly with Twilio Flex. This enables your teams to seamlessly transfer Twilio Flex calls to Spoke Phone IPT System and provide every employee with a 360-degree customer view, on any device.

    This past year highlighted the need for contact centers to be agile and enable agents to …

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  • By Phil Nash
    Twilio on The Apprentice: ONE Championship edition - the Tech Behind the Scenes Twilio on The Apprentice: ONE Championship edition - the Tech Behind the Sceness

    Throughout Asia The Apprentice has been back on TV screens, powered by Twilio as the official technology partner. The competition started with 16 candidates facing challenges, both business and physical, each week. The winner gets to work for a year as the apprentice of ONE Championship founder, chair and CEO Chatri Sityodtong.

    While Twilio was being used to deliver messages to the candidates throughout the series and power a "Watch and Win" competition via Facebook Messenger bot, in episode 11 the final four candidates, Jessica, Louie, Irina, and Monica, came face-to-face with the Twilio APIs themselves as they were challenged to help non-profit organisations thrive with communication strategies that use Twilio's cloud communications platform. Let's take a look at what they built in the challenge and how they used Twilio to their advantage.

    The challenge is set

    Once the candidates had been given the challenge, they were …

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  • By Justin Pirie
    Synergy Proves to Be the Correct Medicine for After-Hours Healthcare Service Dial-A-Doctor Dial-A-Doctor Flex Contact Contact Center Agent Screen

    Anyone who’s had a sick child up during the night or an elderly parent who needs care just as your doctor is closing, you know that illness doesn’t wait for business hours.

    After-hours medical services Dial-A-Doctor Australia plays an essential role in caring for people outside of business hours. And to do this vital work, we need reliable and intuitive technology to support our busy agents.

    We knew that to transition into the digital age we need to move from our current PTSN-based fixed-line Contact Center. Initially, we chose a VoIP system, but it soon proved to be inadequate. After switching over to VoIP, we experienced poor-quality calls, callers not hearing the agent, and calls dropping out halfway through a conversation. Worst of all, we had one instance of a second caller dropping into a very private conversation between agent and patient.

    When I came across Twilio Flex, I …

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  • By Philip Borden
    Survey Dynamix Integration Designed for Twilio Flex Survey Dynamix integration designed for Twilio Flex

    Continuously reviewing customer feedback can help guide your product roadmap and evolve your customer experience. Automatically engaging customers with surveys after their interaction with an agent, can streamline the feedback loop and provide contact center managers with valuable insight.

    Twilio has partnered with Survey Dynamix to design a validated integration that enables Twilio Flex customers to automatically initiate customer surveys through Email, Conversational SMS, Web SMS, Web, or Voice IVR, after any type of interaction. Thus, allowing you to use the appropriate channel to engage customers to maximize efficacy.

    Survey Dynamix screen shot

    Survey Dynamix’s integration automatically associates data from t …

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  • By Philip Borden
    Puzzel WFM Integration Designed for Twilio Flex Twilio Ecosystem

    Resource allocation and scheduling can be challenging for contact centers, which need to ensure enough agents are staffed to handle customer demand. As you can imagine, resourcing needs can change quickly. Thankfully, workforce management (WFM) solutions provide contact center managers with automated forecasts and scheduling tools that consider customer trends and agent input.

    Using WFM solutions optimize resource allocation and how shifts are being built, while providing contact center managers with data and actionable insights to ensure agent productivity.

    Puzzel WFM provides an easy-to-use, cloud-based platform which enables forecasting, scheduling, and adherence monitoring for your entire Twilio Flex contact center workforce. Automating these tasks provides more accurate resourcing and enables managers to spend more time coaching agents, enabling them to solve more complex problems.

    Puzzel integration with Twilio Flex

    Twilio is partnering with Puzzel to provide a validated integration of Puzzel WFM and Twilio Flex. The solution is specifically designed to increase agent retention, reduce …

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  • By Lenore Files
    Twilio Programmable VoiceとGoogle Dialogflow ES版のワンクリック連携が可能に Twilio <VirtualAgent> One-click Integration with Google Dialogflow ES

    この記事は英語版ブログ記事の抄訳です。

    弊社はこのたび、Twilio <VirtualAgent>のパブリックベータ版を発表いたしました。これはTwilio Programmable VoiceとGoogle Dialogflow Essentials (ES)のTwilioネイティブ連携です。対話型AI機能をTwilio Programmable Voiceコールにシームレスに取り入れ、Twilio IVRから多機能で自然な通話ができるようになります。Google Dialogflow ES管理画面においてワンクリック型テレフォニー連携の提供パートナーとしてTwilioを選択すると、Twilioから払い出された電話番号とDialogflow ESエージェントとをクリック操作一回で関連付け、対話型IVRを実現できます。

    TwilioがDialogflow ESとTwilio <VirtualAgent>をワンクリック連携する以前は、企業が対話型IVRを構築するために、Twilio Media Streamsを利用して未加工の状態の通話音声にアクセスし、自社でホストするアプリケーションにストリーミングしていました。このデータがさらにDialogflowにストリーミングされ、自然言語理解における“意図”(Intent)が検出されます。Dialogflowは意図を含むメタデータに加えてアプリケーションへオーディオストリームを返し、このストリームはTwilioにストリーミングされ、最終的には通話の発信者に届きます。この連携の構築と維持に貴 …

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  • By Karla Nussbaumer
    コンタクトセンター運用を支える"関節"役: Twilio Sync API Sync Joints of the Contact Center Header JP

    この記事は英語版ブログ記事の抄訳です。

    人体はなんと神秘的なのでしょうか。歩くというシンプルな動作でさえ、非常に複雑なプロセスです。2本の足の動きを連携させ、どちらかの足が常に地面に接します。その間、脳が信号を出して筋肉の動きを精密に調整します。人体のその他の部分も、このために重要な役割を果たします。

    では、バラバラにならずにどのように全体をまとめているのでしょうか。そのまとめ役を担うのが、関節靱帯です。

    人体に関節が必要なように、製品やサービスにも同等の機能が必要です。コンタクトセンターを例に挙げてみましょう。ルーティング、レポーティング、サードパーティシステムとの接続、データの同期管理と配信、オムニチャネルでの顧客対応管理など、複数のアプリケーションで構成されています。

    コンタクトセンターのすべてのサービスとアプリケーションは連携して機能しなければなりません。そのためには連結部が必要であり、Twilio Syncがその役目を担います。

    Twilio Sync API

    前述した靱帯や関節のように、Twilio Sync APIは他のTwilio APIや機能を接続します。Twilio Syncはアプリケーション間の状態を同期させ、その所要時間はわずか数ミリ秒です。

    多くの企業(ING様など)がTwilio APIを使用し、独自のコンタクトセンターを構築しています。そのほとんどにおいて、Sync APIが他のAPIをつなぐ働きをしています。今ではプログラマブルコンタクトセンターTwilio FlexにおいてFlexユーザーサブスクリプションの一部と …

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