Access to customer context is key to a great customer experience in voice and messaging flows. As it lets you customize your interactions specific to that customer and address their needs promptly. In this blog post, we will walk through the steps involved in connecting to Salesforce CRM database with Twilio Studio. This means, that when a customer calls into your contact center, in realtime, we… Read More
If you’re running a multi-site Contact Center and you need to transfer a call from one agent to another agent in a different location, you can now send Twilio a SIP REFER message requesting that transfer. About call transfers A call transfer is just what it sounds like: It’s when you transfer a customer’s call from one call center agent to another. You might need to… Read More
Voice Insights is a call data analytics engine that provides details ranging from real-time metrics for individual calls to account-wide historical trends and aggregates to assist in diagnosing call performance problems, investigating call quality reports, and identifying emerging issues. Voice insights already includes WebRTC and Carrier Insights and today, we are excited to announce that Elastic SIP Trunking and SIP Interface Insights are now also available,… Read More
With Twilio Studio and TaskRouter you can set up a call center in less than 1-2 hours. 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 call center application arranges an agent to take their call. Agents will use their web browser, on… Read More
In this blog post, we are going to use Blazor to build a simple web page that makes telephone calls straight from your browser with C# and Twilio. What is Blazor you ask? It is a new experimental framework that allows developers to build web applications using HTML, C#, and WebAssembly. With WebAssembly, your browser downloads the web application’s binaries from the server and runs the… Read More
Twilio Studio makes it easy to manage voice call flows with its visual user interface. A Studio flow typically starts with a trigger event such as an incoming call to your Twilio phone number. The tutorial Forward Call with Studio has an Incoming Call as the trigger followed by a Connect Call To (forward_call) widget that forwards the call to a person’s phone number (see following screen print). The… Read More
With the advent of personal digital assistants and in-home, voice-controlled gadgets, voice technologies are on the rise. Working with voice and speech recognition technologies is a crucial skill to have, not just in emergent technologies, but also in robust, existing applications. In this tutorial, we will build an implementation of Twilio’s Automated Speech Recognition (ASR) service in a simple Ruby on Rails Application, in hopes of… Read More
You’re building a Vapor app and want to be able to respond to SMS messages? Let’s walk through how to add Twilio SMS to the barebones Vapor “Hello World” app. Swift Package Manager For this project we’re going to use Swift Package Manager to set everything up and install dependencies. Make sure you have Swift 4.0 or greater installed before moving on. You can check your Swift version by running… Read More
Did you know that International Revenue Sharing Fraud (IRSF), also known as toll fraud, leads to $10 billion dollars in annual revenue losses globally and has grown six-fold in the past five years? Care for a horror story? Read about this seven person architecture firm in Georgia that came to work on a Monday to find a $166,000 bill from their local telecom provider. Teams of… Read More