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"flex" posts

  • By Chas Bowman
    Create Queues and Skills for A Flex Contact Center Flex Queues and Agent Skills

    You’ve just deployed Flex and you might be asking yourself: what’s next.

    Next, you’ll need to start thinking about your routing and queueing strategy. In this blog post, we will cover some basic options for queueing and skilling – it sets the groundwork on how you will report and analyze your contact center business.

    Let’s get started!

    What We’re Building Today

    Flex has the ability to leverage the full power of Twilio TaskRouter. TaskRouter is a powerful attributes-based routing system, the heart of the contact center. It’s also fully programmable, allowing you to control your contact center from your code. We’ll walk through a simple use case today: “How can I setup a contact center to support my customers and employees using Flex?”.

    To do this, we are going to build two new Task Queues: Customer Service and Employee Service. These will provide the ability to …

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  • By Chas Bowman
    Deploy a Remote Agent Contact Center in 30 Minutes With Twilio Flex Flex Remote Agent Contact Center


    You might be in a position where you urgently need a new contact center that enables your employees to work remotely. This article will guide you through deploying Twilio Flex – a cloud-based contact center with native WebRTC support – in just 30 minutes.

    Twilio Flex can be instantly provisioned and provides you the immediate ability to start testing voice calls, SMS, and web-chat. In this blog post, we'll show you how to quickly create a solution that enables contact center agents to work from their homes.

    Before We Get Started...

    Deploy a Remote Agent Contact Center

    Now that you are logged into your Twilio account, you’re ready to start setting up a new Flex Instance.

    In these next steps, I’ll guide you through creating …

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  • By Lehel Gyeresi
    Tips for Setting up Work from Home Agents with Twilio Flex flex-wfh-header-agents.png

    By now, just about everyone has been affected by the COVID-19 virus outbreak. For many people, one of these effects is having to work from home, maybe for the first time in their lives. Many contact centers are scrambling to transition their staff to work from home. Personally, I helped a company in Italy set up a Twilio Flex powered contact center in less than a week to completely replace their existing premise-based solution.

    In this blog post, I would like to share a couple of tips that may be useful for companies who are scrambling to allow their contact center employees to work from home.

    Changing the default codec in Flex to Opus

    The default codec when launching Flex is G.711 (PCMU). This codec is uncompressed, and it is OK to use in an office setting with a commercial grade internet connection. However, when bandwidth is reduced, call quality …

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  • By Jeff Eiden
    Modernize your crisis hotline with Twilio Flex flex-crisis-hotlines

    Every day, hundreds of thousands of people turn to crisis hotlines for support during some of the hardest moments of their lives. With suicide rates in the U.S. at their highest since WWII, and so many Americans succumbing to "deaths of dispair" (drug overdose, alcohol-related illness, and suicide) that life expectancy has decreased the past 3 years — demand for these life saving intervention services is increasing. In fact, calls to the National Suicide Lifeline Network have more than doubled since 2014 — with that number expected to climb even more significantly once the new 3-digit suicide hotline number (988) is rolled out nationwide.

    This growth in demand is making it increasingly challenging for already resource-constrained crisis centers to provide help to everyone who so desperately needs it. Unfortunately, many people in crisis today abandon their call after experiencing long wait times or simply never reach out in the first …

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  • By Giuseppe Verni
    Add a Custom Chat Channel to Twilio Flex flex-custom-chat-channel.png

    In this post, I'll show you how to add a custom chat channel, such as Socket.IO, into Twilio Flex. There are several different ways to integrate a custom channel, but in this article, we will look at the one that doesn't require the development of an additional Flex UI plugin.

    Prerequisites to Add a Chat Channel to Twilio Flex

    Before we can start, you'll need to make sure you have a few things set up.

    Custom Socket.IO chat in Flex

    After that, you're ready to chat – let's look at the message flow.

    Adding a Chat Channel in Flex

    Before digging into how a custom chat can be integrated, we need to understand the flow a message goes through before appearing in the Flex UI. Let's …

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  • By Patrick Kolencherry
    Introducing Flex Insights Flex WFO Built-in Dashboard

    The contact center plays an important role within an organization as a strategic asset that drives customer loyalty, innovation and growth. Having greater operational visibility to better understand how the contact center is performing is essential to delivering positive customer engagements

    Today, we've got two exciting announcements to share. First, we have renamed Flex WFO to Flex Insights. Together with Voice Insights and Messaging Queue Insights, Flex Insights provides Flex customers a clear picture of how their contact center is operating on a day to day basis. All of the features that are currently available with Flex WFO will continue to be available. Flex Insights is included with any paid plan for Twilio Flex.

    Second, we’re also excited to announce two new features for Flex Insights: a Real-Time Queues View and the availability of Messaging and Chat Transcripts in Flex Insights.

    Real-Time Queues View (Beta)

    Real Time Queues View
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  • By Lehel Gyeresi
    IVR Reporting using Studio and Flex Insights figure-insights-reports.bdf8b667c.png

    Flex Insights reports rely on interactions for which a Task gets created. If you have a call that abandons in the IVR or gets resolved in the IVR, the default reporting solution will not report on it. This can be frustrating, especially if your contact center relies on these metrics. In this guide, you'll learn how to track these calls in Flex Insights and create IVR Reports from Studio. Let's get started!

    As a pre-requisite, you will need a Twilio Account that already has Flex Insights enabled. In order to enable Flex Insights, you will need to select a Flex Billing Plan.

    Overview of the Solution

    Calls resolved or abandoned in the IVR do not hit the "Send to Flex" widget, and do not have a task created for them. So how do we get these calls into Flex Insights? We'll create a dummy task for them, route it …

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  • By Charlie Weems
    Building a Disaster Response Contact Center with Twilio Flex Copy of Generic Blog Header 4.png

    What would you do if you had 48 hours before a major hurricane makes landfall nearby? You’d probably buy water and food, or maybe even evacuate to another location. Building a contact center might not be the first thing that comes to mind, but communications are more important than ever in a disaster. In the crucial few moments immediately before and after disasters strike, a developer who can rapidly build and deploy a contact center can literally save lives and help ensure people at risk can get the help they need right when they need it.

    While many communities already have disaster plans in place, the scale and frequency of natural disasters has increased to the point where local nonprofits, communities, and even individual volunteers can find themselves in the thick of things needing to scale up a contact center in hours, not days or months.

    In this post, we’ll …

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  • By Justin Young
    Integrating ServiceNow with Flex ServiceNow Flex Integration

    The Backstory

    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+) …
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  • By Abhijit Mehta
    Announcing Flex Zendesk CTI Integration General Availability VJCPavde1V-IpnmSayns8bL-pGtp5aeiWcwMG3l51VeJGTvIYhrQibctJXr2KkdEBSwqOGbH06PhH_u2Tv9U9NIWuuiD0vFcENiG5Ir0KVN9sUN7whjqUGOK75M3ldzN_-wwiOsQ

    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:


    • Have a contextual conversation with your customers using the automatic search and screen pop to present a relevant ticket or user information to agents
    • Keep Zendesk in sync for agents moving between tasks with context switching, automatically bringing the context of the current task in front of the agent
    • Automatically record engagements going through Flex as private notes in the ticket
    • Log …
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