Twilio Flex
The world’s most flexible contact center platform
Everything you need to deliver personalized customer experiences, all on one powerful platform
Operate like an enterprise. Innovate like a disruptor.
70% lower
handle times with SMS for Vacasa
23% increase
in first-contact resolution for FYIDoctors
74% lower
queue wait time for Airspace
188% increase
in sales conversions for College Hunks Moving
Overview
Build a contact center tailored to the way you work
Accelerate your digital transformation
Deliver digital-first engagement with the widest breadth of communication channels—all managed on a single platform. Twilio’s contact center customers report saving 34% on contact center operational expenses.
Achieve cloud agility
Deploy a 100% cloud contact center in days—not months. Then continually inspect, adapt, and adjust any part of your contact center to stay ahead of changing conditions (and the competition).
Unlock precise personalization
Put relevant, contextual information at your agents’ fingertips for highly personalized interactions. Flex customers report lowering handle times by up to 38% after giving agents access to information from multiple backend applications.
Demo videos
“With Twilio, Vacasa achieved 70% lower handle times for SMS and a 3-10x increase in bookings”
Capabilities
Unlimited ability to change, adapt, and iterate your contact center
Design the ideal agent experience
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Support email, voice, SMS, WhatsApp, Facebook Messenger, WebChat on one platform
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Manage tasks across multiple channels with a single user interface
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Create engagement workflows and intelligent routing tailored to your business
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Integrate with Google Contact Center AI to surface relevant information and recommended responses
Integrate with applications you already use
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Embed within Salesforce, Zendesk, or nearly any other CRM
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Build and deploy customizations easily
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Use API integrations to pull in inventory data, customers’ past orders, payments, etc.
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Connect with ecosystem partners that provide certified integrations for WFM and campaign dialers
Gain complete operational insight
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Create, share, and consume reports with drag-and-drop ease
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Add custom metrics and KPI monitoring
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Access interaction data with your own reporting tools using export APIs
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Use performance trends to further inspect and iterate your contact center
Partners
Trusted partners to help you deploy with confidence
Work with one of our partners to create the ideal contact center for your business. Extend the functionality of your contact center with add-ons from experienced technology partners or design and build your contact center with our top-tier consulting partners.
Pricing
Choose from transparent, flexible pricing models
Start for free
Free
5K
Active User Hours
Deploy Flex in minutes
You can start prototyping your new contact center today with a free trial. The trial does not include Insights or self-hosted UI.
Pricing options
$1
Per-hour pricing
Pay $1 per active user hour to flexibly scale up or down with seasonal traffic or account for part-time agents.
$150
Per-month pricing
Pay $150 flat rate per named user (agent, supervisor, or administrator) per month for predictable spend, regardless of volume or activity.