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Flex posts

  • 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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  • By Kris Payne
    Integrate Twilio Flex with Microsoft Dynamics 365 Microsoft Dynamics Flex Integration

    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!

    Twilio Flex is an open contact center platform based on web technologies that enable integration with just about any CRM. So why not Microsoft Dynamics 365? 

    Lots of organizations use CRM applications to store customer information and up to the minute contextual information about a customer’s past engagement with the organization.To provide a better experience when engaging with their customers, organizations should use this information to increase the timeliness and relevance of their conversations.

    In this tutorial you will learn how to use customer data within Dynamics 365 to provide a contextually relevant conversation during self service and escalations to agents using Dynamics 365 with Twilio Flex. We’ll cover the …

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  • By Justin Pirie
    Synergy Fusion, a Cloud Contact Center Built on Twilio Flex MONITORS update_INTERACTION MANAGER MONITOR.png

    Congratulations to Synergy Enterprise Solutions for introducing ​Synergy Fusion, a fully customizable omnichannel cloud contact center powered by Twilio Flex.​ Synergy Enterprise Solutions, a leading contact center and CRM solutions provider based in Australia and New Zealand developed Fusion to help businesses streamline customer service and communications.  

    Introducing New Business Models With Twilio Flex

    Twilio Flex gives businesses complete control over how, when and what they deploy. Built on the trusted Twilio cloud communications infrastructure that powers over a half-million agents today. With Twilio Flex, as the industry's only fully programmable platform, Twilio Flex lets businesses deploy Twilio's broad array of channels while giving developers the tools they need to easily create, change, or extend any part of the solution.

    Twilio Flex is changing the way enterprise software is being consumed. Its programmable platform provides a unique opportunity for developers, entrepreneurs and innovative organizations to develop new customer service software …

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  • By Chas Bowman
    Post Task Surveys with Flex Insights flex-insights-banner.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!

    As a Solutions Architect at Twilio I have the pleasure of speaking with many companies focused on building a better customer experience. Flex, the world’s most flexible contact center, provides the ability to build this perfect customer experience. Oftentimes my conversations are centered around creating that perfect agent UI. Customers are able to create and manage interactions seamlessly using a single interface, leading to lowered average handle time, better agent experience and higher CSAT scores.

    In this article we will walk through using Flex Insights to log customer customer survey results and create Flex Insights reports. This article references the API needed for taking the unique identifier for the …

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  • By Kelley Robinson
    Best practices to secure inbound calls to your contact center Best practices to secure your contact center header

    As companies firm up their website authentication with increased security like two-factor authentication, attackers are flocking to less secure channels like call centers to impersonate their victims and gain access to their accounts. Account takeover (ATO) like this is growing at a staggering rate, up 72% in 2019 according to the 2020 Javelin Identity Fraud Study, "due in large part to technological advancements that have made it easier for criminals to manipulate and socially engineer information". As businesses move more of their operations away from in-person stores in the wake of COVID-19, call center security is more important than ever.

    While ATO is possible on your website, over half of financial services companies said call centers were the primary attack channel for ATO. That's because call center agents are fallible to social engineering, a form of hacking that uses psychological manipulation to bypass security measures guarded by humans. …

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