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.
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 …
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 …
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:
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. …
- 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 …
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 would surface …
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 - click …