Southwest is known for the LUV they show their customers. They have been #1 on the Department of Transportation's Consumer Satisfaction Ranking for 24 of the last 28 years, were ranked #8 on Fortune's World's Most Admired Companies list in 2018, and also achieved profitability for 46 of the 52 years they've been around. Southwest's mission is "to become the world's most loved, most flown, and most profitable airline" and they seem to be on the right track to accomplish it.
Southwest was crushing this goal. But Jonathan, a senior developer at Southwest, attended SIGNAL last year and saw the potential of Flex to improve their Service Desk.
The previous system was many generations out of date due to the difficulty to update such a large system serving several call centers. In addition, the Service Desk is by far the smallest of those call centers (50 vs. 3000 ...
Today we are excited to announce the Flex Zendesk CTI (Computer Telephony Interface) is now Generally Available. Flex Zendesk CTI is included at no extra cost within your Flex license and enables you to supercharge your Zendesk Support omnichannel customer communications. Get started here! A Zendesk Talk Partner Edition subscription is required for any Zendesk Support agents who want to access the Flex Zendesk CTI.
Once you’ve successfully installed the CTI integration, you will be able to access Flex from within Zendesk Support. This enables you to:
This is the third post in the Twilio Flex Developer Spotlight blog series. This blog spotlights Max Deuber and Daniel Maier at Homebell, a Berlin-Germany based company in the consumer services industry.
I first came across Homebell’s story after they presented at Twilio Engage and Superclass in Berlin Germany in April 2019. Customers always present at Twilio Engage events, and Homebell showcased what they built with Twilio Flex. Based in Berlin, Homebell offers water and fire damage repair services to residential customers.
This story spotlights Max Deuber, Head of Product Management and Daniel Maier, Chief Operating Officer at Homebell. Max coordinated and worked with a number of in-house developers to implement their Twilio Flex project. With their contact center contract up for renewal, Max and Daniel wanted to explore new solutions that would give them more control to integrate with applications beyond just Salesforce and to improve reporting and ...
Welcome to the second blog post of the Twilio Flex Developer Spotlight series. This time, we are featuring a team of developers at U-Haul. This post is based on my experience attending a Twilio hackathon at U-Haul headquarters in Phoenix, Arizona in May 2019.
When you think of U-Haul, you most likely think of DIY moving trucks, trailers, and storage boxes. But did you know that U-Haul employs a team of software developers that build and maintain many of their software applications?
The development team at U-Haul have built their technology stack including their own customer relationship management, billing, payment and web chat systems. They standardized on a premise-based voice contact center solution years ago for their contact center agents. And since the business is seasonal, they have maintained a hardware footprint capable of supporting up to twice the number of full-time agents during peak season.
U-Haul Company’s ...
By default, Flex stores recordings in a Twilio-owned Amazon S3 bucket. Some customers may have security requirements that require recordings to be stored in a location which they control. This blog post will guide you through how to accomplish just that. Included is a sample project which allows your recordings to be stored in your own Amazon S3 bucket, as well as a Proxy Service which will play back the recordings from your Amazon S3 bucket.
First things first. The easiest way to enable recordings in Flex is to enable WFO first. Enabling WFO requires you to select a Flex Billing plan. Once WFO is enabled, in the Twilio Console, go to Flex -> WFO or just click here. Make sure that Call Recording is turned on:
If you are still in the trial mode, you can enable Flex Recordings by using the Actions Framework. You will need ...
- Programmable Chat: Autopilot now directly supports Programmable Chat, allowing you to build chatbots for your website or mobile app, or deploy Assistants you’ve already built to Programmable Chat with just a few clicks — existing logic and configuration will work in Chat conversations with zero code changes.
- Autopilot Studio Widget: A new Studio Widget that allows you to directly add Autopilot Assistants to your Studio flows. It also makes handing off messaging interactions from your bot to an agent a lot simpler.
The popularity of chat as a customer support channel has exploded as customers are increasingly interacting with businesses using web and mobile apps and messaging channels like SMS, Facebook Messenger and WhatsApp. The asynchronous and informal nature of chat has a lot of advantages for customers and businesses. It delivers a better experience to customers by making it easy to contact support. It allows businesses to more efficiently ...
Welcome to the first installment of a new blog series called Twilio Flex Developer Spotlight. Over the next few months we’ll showcase how developers use Programmability with Twilio Flex to solve contact center challenges.
This post features Josiah, a web developer at Scorpion. Scorpion is a full-service digital marketing and technology company that serves over 10,000 clients across multiple industries. Scorpion improves their clients’ digital presence and also serves as a contact center outsourcer for businesses nationwide. The initial deployment of Twilio Flex is for ScorpionConnect agents who field chat inquiries on behalf of these businesses.
Prior to working on Twilio Flex, Josiah had begun to build an in-house contact center solution working with local data stores and orchestrating tasks, context and workers. A daunting task for anyone. “We required a deeply custom [agent] dashboard that would allow us to take control of what, when and how we ...
Today we are excited to announce the Flex Salesforce CTI (Computer Telephony Interface) is now Generally Available, with support for both Salesforce Classic and/or Lightning. Flex Salesforce CTI is included at no extra cost within your Flex license and enables you to supercharge your Salesforce Sales and Service Cloud with omnichannel customer communications. Get started here!
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 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
- In beta ...
Writing plugins for Flex that reside within the SFDC can be a bit of a challenge. The goal of this guide is to make it a bit easier for you as a developer to set up a development environment for creating these plugins.
It is strongly recommended that you start with either a fresh Salesforce Sandbox or Developer Edition for this exercise, although there is no technical reason why an existing environment should not work. In this guide, we'll use a brand new Developer Edition of Salesforce.
Create the Salesforce Flex plugin and run it locally
We create our plugin with the
create-flex-plugin npm package. Please refer to the documentation here for help getting started.
Let's name our plugin
plugin-sfdc. We create the standard plugin by running:
npm init flex-plugin plugin-sfdc
During the plugin creation process, you will be asked to provide a Twilio Flex Account Sid. You don't have ...
Listening to the main stage panel of contact center leaders at Enterprise Connect 2019, I was reminded of the market reaction when Apple launched the iPhone in 2007. Then, like now, incumbent vendors representing the status quo bristled at the introduction of a disruptive force.
In 2007, some mobile device industry veterans questioned the potential of the iPhone. They questioned consumers’ willingness to pay $500 for a cellphone--and its ability to garner more than 2 or 3% of the market. Of course, history speaks for itself and reveals that they missed, or chose to ignore, the transformative potential of the disruption.
Today, Twilio is disrupting the communications industry with a fully programmable contact center platform called Flex. This platform allows customers unparalleled flexibility to design, create and manage a contact center tailored to their unique business model.
So it felt like deja vu all over again when several panelists on ...