IDC names Twilio Flex as a leader in the CCaaS industry

June 20, 2024
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Twilio positioned in the Leaders Category in the 2024 IDC MarketScape for Contact Center as a Service (CCaaS) software

Twilio is excited to announce that it has been named in the Leaders category in the IDC MarketScape: Worldwide Contact Center-as-a-Service (CCaaS) Applications Software 2024 Vendor Assessment ( doc #US52302923, June 2024).

We believe this recognition aligns with Twilio Flex’s focus on transforming contact center experiences by providing CCaaS technology that is customized to your needs. With Twilio Flex, your team has control to augment existing CCaaS technology with intelligent self service and deploy omnichannel customer experiences—powered by artificial intelligence (AI) and customer data—that align with your engagement strategy.

Twilio’s approach to differentiated experiences

The IDC MarketScape noted, “Twilio is a unique provider in the CCaaS space and market in that Twilio Flex is a composable contact center application as opposed to a ‘packaged’ application with predetermined components, and process for installation and customization.”

The report went on to say, “Twilio Flex provides out-of-the-box features and predesigned plugins that customers can customize by using APIs, a REACT framework, and a drag-and-drop workflow builder, Twilio Studio.”

This approach enables your team to:

  • Accelerate time to value by expediting deployment using core functionality
  • Integrate necessary homegrown or third-party technology using APIs
  • Deploy customized experiences across voice and digital channels

Contact center technology is evolving faster than ever before due to advancements in AI and customer data orchestration. Twilio Flex gives you the ability to consolidate customer data with Unified Profiles and then use first-party identity resolution to power AI features like Agent Copilot that transform how every employee drives customer engagement.

A single solution for customer support and sales

Twilio Flex provides Flex Mobile to extend your contact center and connect every employee with an application, wherever they are located. Flex Mobile unlocks all Twilio Flex functionality to empower customer-facing teams with a shared view of customer data to reduce handle time, AI features to increase productivity, and compliant omnichannel communications to remove the need to use personal devices.

Contact center interactions can now be routed to the right employee, wherever they are, to connect employees in the field, in-store, or local branches to reduce transfer rates and improve visibility by analyzing interactions over mobile devices. Supervisors can use this enhanced visibility to improve quality management on mobile communications and ensure every customer interaction is delivering value.

Flex Mobile requires an existing Flex account and is now available in the iOS and Android stores in Public Beta. Existing Twilio Flex customers can download the application today at no additional cost, use single-sign-on to log into the Flex environment, and start using it immediately. Additional mobile-only licenses can be purchased by existing customers at a reduced cost.

Transform your customer and employee experience

We believe Twilio is a Leader in the CCaaS industry because we enable your contact center technology to evolve with the needs of your customers and employees. Deploy a solution quickly using select out of the box features, customize the solution to align with your goals, and extend your contact center to every employee across your organization with Flex Mobile.

Read the full excerpt of the 2024 IDC MarketScape for CCaaS Report here to see why Twilio was named a Leader in the CCaaS software space. Then, take control of your contact center technology today to transform your customer and employee experience.