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Flex posts

  • By Adam King
    Building a Low-Code Flex Activity Monitor with Twilio Event Streams and Slack Building a Low-Code Flex Activity Monitor with Twilio Event Streams and Slack

    At Signal 2020, Twilio announced Event Streams - an API that allows developers to subscribe to a stream of interactions from Twilio in the form of well-defined Events. Since then, the team has been hard at work adding more and more event types from within the Twilio platform. Not only that, but Event Streams went into Public Beta in April 2021, adding a Webhook sink type on top of the AWS Kinesis sink type.

    The availability of Event Streams, and the many event types which can be streamed to your application, has opened up myriad opportunities to use Event data from Twilio in new and interesting ways.

    In this guide, we will create a Slack App which will post to a channel in Slack every time one of our Flex / TaskRouter workers changes their selected Activity status in Flex.

    To do this, we will be doing the following:

    1. Using …
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  • By Twilio
    How to Set Up a Remote Contact Centre setting-up-remote-contact-centre

    The pandemic greatly accelerated the shift to remote contact centres. Analysts project that 53 per cent of the contact centre workforce could be working remotely by 2023. Working remotely is so appealing to workers that nearly half say they would look for another job if they were no longer able to work remotely.

    The benefits of a remote workforce aren’t all on the employee side, of course. Businesses can benefit from lower overhead and a larger pool of accessible potential recruits. The flexibility of remote work can help attract top talent, too.

    Here’s how to set up a remote contact centre of your own to benefit employees, your business, and customers, too.

    Must-have features for a remote contact centre

    The platform it runs on defines a remote contact centre, and not all software solutions are created equal. Here are a few criteria to keep in mind:

    User-friendly design

    Clunky or …

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  • By Twilio
    How to Measure (and Improve!) Your Call Centre Efficiency improve-call-center-efficiency.png

    Advantages of a data-driven contact centre

    You can’t fix a problem if you don’t know exactly what it is—or worse, if you don’t know you have one. Regularly collecting, analysing, and acting on call centre data to root out and address inefficiencies can improve your customers’ call centre experience. It also gives your business an edge over the competition.

    The right call centre efficiency metrics can help you:

    • Manage your workforce more effectively with targeted training
    • Control costs by improving return on investment (ROI)
    • Drive customer satisfaction and loyalty
    • Gain insights into your customers to apply to call centre performance, overall marketing, and product strategies

    Despite the advantages, one survey found that only 37 percent of organisations use ‘advanced analytics effectively to create value’. Below, are a few key call centre efficiency metrics to consider when making sure your business isn’t missing out on the opportunity to learn, improve, and …

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  • By Twilio
    Contact Centre vs. Call Centre: What’s the Difference? Contact-centre-vs-call-centre.png

    One of the ironies of 21st-century life is that virtually all of us carry a phone with us at all times, but most of us rarely use it as an actual phone. We text, email, post on social media, use messenger apps—anything to avoid the hassle of actually making a call.

    This preference extends to our consumer lives as well. Would I rather sit on hold for 45 minutes, or spend a few minutes in a chat queue? Even the most soothing of smooth-jazz hold music can’t make the former seem more attractive.

    In a survey of UK and US consumers, 83% said it’s often difficult to communicate with a business. However, only 36% of UK businesses acknowledged these challenges.


    As consumers demand more ways to talk to your brand than the dreaded phone call, it’s time to rethink the concept of a call centre and work toward a …

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  • By Mark Marshall
    How to add Twitter Direct Messages into Twilio Flex Twilio Flex x Twitter Header

    Twitter's own research found 64% of customers on the platform would rather message a support handle than call up a business, and 75% expected to receive a response within 15 minutes. In this post, we’ll take a look at how you can bring Twitter support requests into Twilio Flex, meeting the demands of your customers whilst leveraging interactive features of Twitter's Direct Message API such as 'Quick Replies' and 'Buttons'.


    Getting Started

    Before we get into the implementation, make sure you've done the following.

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  • By Tony Lama
    Get started with Twilio Flex in record time with Xcelerate, by Waterfield Technologies Get started with Twilio Flex in record time with Xcelerate, by Waterfield Technologies

    Amazing customer experiences are built by developers that understand their unique customer’s needs, however, having a head start never hurts. Utilizing pre-built functionality can provide a foundation for your developers to build and customize on top of.

    Twilio has partnered with Waterfield Technologies to launch Xcelerate, a new offering that helps organizations get started even faster with Flex. Xcelerate comes with pre-built functionality, implementation, and ongoing managed services for Twilio Flex, that can be deployed in record time. Unlike other contact center solutions, Xcelerate by Waterfield enables your developers to own your contact center roadmap and use API programmability to continue to build on your pre-designed Twilio Flex environment.

    Waterfield has 30+ years of experience in designing digital contact center solutions for hundreds of customers. Twilio product collaborated with Waterfield’s experts to design plug-ins that give customers access to pre-built functionality, including:

    Waterfield Flex Capabilities

    Xcelerate utilizes Waterfield’s expertise in designing digital contact …

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  • 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).


    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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