Outbound call center guides
Use Twilio Programmable Voice to build an outbound call center. For example, you can programmatically call customers to provide information, gather user input, record calls, and take payments without needing a person to make the call.
Evaluate Twilio features and products that support outbound call centers to determine which ones are right for your needs.
Learn how to plan and build standalone, functional Twilio Programmable Voice components. Combine components to create an outbound call center.
- Make outbound phone calls: Call recipients and use the
<Say>TwiML verb to play a text-to-speech message on an outbound call. - Gather user input: Use
<Gather>to let callers navigate menus with their keypad. - Record calls: Capture audio from calls for quality assurance or compliance.
- Collect payments with Stripe: Use the
<Pay>TwiML verb to securely collect payment information from callers. - Conference Calling: Host multi-party calls.
- Build IVR phone trees: Create more complex menus to route callers to the right department.
- Detect answering machines: Determine if a human or machine answered the call, and adjust your flow accordingly.
- Voice Recording settings: Configure account-wide settings for voice recordings, including external storage and encryption.
- Voice recording encryption: Encrypt your voice recordings with your own public key for additional security.
- Failover Best Practices: Ensure your call center remains operational during outages.
- Modify calls in progress: Redirect or update active calls programmatically.
- Share information between your applications: Pass metadata between your backend and client-side applications using custom parameters at call connection time.
- Emergency Calling: Connect callers to emergency services.
- Set up Media Streams: Use your own infrastructure for transcription and analysis.
- Media Streams WebSocket messages.
- Consume a real-time Media Stream: Learn how to consume a real-time Media Stream using WebSockets, Python, and Flask.
Set up trusted calling: Increase call transparency and trust by displaying your info on recipients' phones.
- US Basic Branded Calling: Display a verified name on mobile phones.
- US Enhanced Branded Calling: Display a verified name, company logo, and call reason on mobile phones.
- Caller ID Name (CNAM): Display your business name on recipients' mobile phones or landlines.
SIP for Programmable Voice: Connect your SIP-enabled equipment to the Twilio platform for outbound calls.
Troubleshoot issues with outbound call centers.
Maintain and monitor your app and calls.