With Twilio Studio and TaskRouter you can quickly customized call flows. This post will walk you through the steps to receive calls on your Twilio phone number and have the callers put into a call queue. The callers will listen to music while the application arranges an agent to take their call. Agents will use their web browser, on their computer, to manage their status: offline and available to accept calls.
When a caller is added into the queue, TaskRouter creates a reservation and then asks an agent if they will accept the call. The agent has the option to
Accept and be connected with the caller, or to
Reject the call. If the call is rejected, TaskRouter will ask the next available agent.
When the agent accepts the call, TaskRouter will contact the agent based on the agent’s TaskRouter configuration. For example TaskRouter maybe configured to dial the ...
The other day, a customer showed me their Twilio-powered IVR. Specifically, they showed the code that tracks a caller’s progress through the IVR. They built an IVR state machine that solved some of the common challenges many run into when building a complex, multi-stage IVR:
- They wanted a generic, re-usable solution to keep track of where each caller is within the overall IVR experience each time you get a webhook, rather than hard-coding the state tracking to the current configuration of the IVR
- They wanted for people to be able to change the configuration of the IVR without making code changes.
- They wanted a JSON based syntax for defining an IVR workflow so that they could tie it to a visual IVR flow builder which automatically creates the right JSON.
Their demo sparked this thought – at its heart, TaskRouter is a state machine.
I built an IVR abstraction on ...
Today we’re excited to introduce a new feature for TaskRouter – multitasking. Before we get into multitasking, a quick refresher: TaskRouter is a skill-based routing engine, designed for routing work such as customer support interactions to the best matched agent. Multitasking extends what you can build with TaskRouter by allowing workers to handle multiple tasks concurrently.
TaskRouter can be used for many different solutions, but the most common use case is as the beating heart of a contact center – pumping the right task to the right place with the right priority. When those tasks are voice calls, you typically only want one agent to work on one task at a time. But we increasingly see TaskRouter powering multi-channel contact centers. For example, the global bank ING use TaskRouter to power their contact center for customer service in 17 different countries. TaskRouter routes not just voice calls, but messaging sessions as ...
2016: the year where no strategy or vision pitch was complete without mentioning bots.
Assuming though for just a moment that we don’t turn our every human interaction, from wedding vows to childcare, into an AI driven chat based interaction… we have a question to answer: what is a realistic view of how companies could be using bots today? I’m particularly interested in the possibilities for using bots within a call center (But not as a replacement for humans – despite the hype we’re not a fully virtual society quite yet).
Sentiment driven routing
To explore these ideas, I built a call center prototype to look at ways to merge human and bot interaction together. I’ve been chewing on a few questions ...
When you’re trapped in a cycle of debt and it’s hard to figure out how to get out, and who to turn to. LendUp works with people who have less than stellar credit to not only offer them loans, but offer them a path back to financial health, a process they call the LendUp ladder.
Short term lenders often build their business models on opaque terms and hidden fees. They lure prospective customers with the promise of quick cash, burying the costs and interest rate in the fine print. Unsuspecting customers are eager to apply, only to realize the costs when it’s too late.
LendUp, a tech startup whose first product is an alternative to payday loans, is looking to disrupt the traditional payday loan industry by fixing what’s wrong: presenting clear terms, conditions, and pricing; eliminating ‘hidden’ fees; and getting rid of ‘rollovers’ that can ...
ThinkVoice gives businesses the communications tools they need to create exceptional customer experiences. ThinkVoice CEO Brian Coyle knows that something as simple and powerful as making a phone ring can be difficult to do at a large scale. That’s where ThinkVoice comes in. To ensure they’re giving their customers reliable and scalable communication solutions, ThinkVoice uses Twilio.
After the launch of Twilio’s TaskRouter, ThinkVoice added a new tool to their tool belt that enables them to manage traditionally difficult aspects of call center data like agent state, queue information, and more.
In the following post, Bryan Coyle shows how to build a Salesforce powered call center with Twilio’s TaskRouter. Read the original blog post here.
Building A Salesforce Powered Call Center
This is a beginner’s guide to implementing an omnichannel call center directly into your Salesforce CRM using Salesforce Open CTI, Twilio TaskRouter and Twilio ...
There are millions of devices hooked up to the Internet and generating data, from refrigerators monitoring their contents to webcams tracking intruders. These connected devices, collectively referred to as the “Internet of Things” often create work that needs to be done by humans. How do we keep track of all that work? How do we assign that work to an appropriately skilled and available worker? How do we know when it’s done?
To solve problems like these Twilio just launched TaskRouter, a service to distribute work that needs to be done to workers who can do it.
In a recent post, Greg Baugues showed how to build an Arduino Yún powered photobooth. In this post we’re going to take the images generated from the photobooth and create a task that only humans can do — coming up with funny captions.
How Does It Work?
The photobooth tutorial culminated in ...
Queueing, lining up, waiting your turn. It’s part of life, especially for the British. Yes, we’re good at it. Yes, we even like it. Yes, that is why I wanted to write about it.
The new Twilio TaskRouter makes building and managing queues easy. In this post I’m going to show you how to build a call centre queueing system with TaskRouter in under 25 lines of Ruby.
But not all queues are equal, nor are all queuers. Sure, for the most part joining the back of a queue means you will need to wait for everyone in front of you to do their business before it’s your turn. Some people just want to join at the front of the queue though. In the real world this is just not cool. Unless you’re at an airport of course, in which the distance a person has ...
We live in a time where there are more ways than ever for businesses and their customers to connect. As developers, we have the opportunity to build applications that help facilitate these connections. But if you’ve built a support desk before, you know that writing the code that manages agent availability and integrates multiple channels of communication can be complicated. Twilio built TaskRouter to help make building this type of functionality in your applications a bit easier.
In this post, we’ll show you specifically how to use the Twilio TaskRouter to build a support desk application that initially allows customers to contact you via phone. We’ll walk you through enhancing that application to scale to multiple agents and then add SMS as a second communication channel, routing each customer to the best agent for them.
Before we start coding, be sure to pull up the companion GitHub ...
Today we announced the launch of TaskRouter. TaskRouter is the beating heart of a contact center, made available in the cloud as an API for developers looking to solve any kind of intelligent routing challenge. TaskRouter can dynamically assign tasks of any type to the workers that can best handle them. Calls, SMS, support tickets, leads or even machine data can be routed based on the “skills” required and the priority set.
We built TaskRouter after seeing a common thread in the challenges our customers faced in building great customer experiences. Whether the developers were building contact centers from scratch, augmenting CRM systems with communications capabilities, building high-conversion lead management platforms, or creating support desk products that deliver great customer service – at the core of all of these challenges we saw a recurring problem: matching tasks to the right people or processes that can best handle them. We saw this ...