Twilio Flex

The contact center for frictionless engagement

Make it easy for customers to engage with you. Deliver personalized support and drive repeat sales with a contact center that’s unique to your business.

Illustration of a travel company reaching out to a customer with a personalized offer for their upcoming trip.

Happier agents. Happier customers. Accelerated ROI.

Flex contact center UI showing how you can pull in policy details from a customer record for contextual, friction-free customer engagement

Modernize your contact center solution. Migrate at your own pace.

Update your call center service by augmenting your existing solutions. Flex works alongside the systems you already use to add new channels for friction-free customer engagement. 

Companies that invest in digital customer engagement reported a 70% revenue increase*.

Personalize workflows for ultimate efficiency

Spend less time gathering context and more time giving excellent support. Flex lets representatives handle any task from a single UI and see relevant first-party customer data from any source so they can easily offer personalized interactions to every customer.

* Twilio State of Customer Engagement Report 2022.

Take complete control of your roadmap

Your contact center should fit your business—not the other way around. Tailor every layer of Flex to match the way you interact with customers, from the digital channels you support to integrations with your current tech stack.

Adapt to keep up with changing customer demands

Iterate without the rigid limitations of bound legacy solutions. You can customize any aspect of the UI, self-service, connectivity, and reporting. And you can do it on your terms, with the support of Twilio Professional Services, top-tier partners, or your own dev team.

Flex contact center UI showing an example of first-party data you can pull in from another system, like a CRM or EHR, to personalize customer interactions

Contact center ROI

Increase agent efficiency with Flex

13% decrease

in after call work for Toyota Connected

70% lower

handle times with SMS for Vacasa

20% increase

in supported calls to the contact center for Electrolux

29% decrease

in average call length for FYidoctors

Flex features

Flexible features for your call center

  • Sound wave with user symbol

    Augment existing solutions with a custom Interactive Voice Response (IVR)  

  • Twilio Task Router logo
    Intelligent routing

    TaskRouter assigns tasks to workers automatically, with escalation logic and fallback rules

  • Network
    Omnichannel engagement

    Make it easy for customers to engage via SMS, WhatsApp, voice, Facebook Messenger, WebChat and more

Need help building? No problem.

Work with one of our trusted partners to get coding support or explore a pre-built Twilio contact center solution.

Work with Twilio Professional Services to set up global call tracking for your company

How it works

See a Flex contact center in action

Frictionless engagements

Assist customers seamlessly. Answer common questions with self-service flows or give customers the option to launch a dialog on their channel of choice with a representative. 

Self-service flow giving the customer the option to launch a dialog on their preferred channel

“With Twilio Flex, we knew we could move away from an on-prem solution to a flexible platform that could respond to customers’ needs and innovate quickly at global scale.”

Dan Fisher Call Center Operations Director, Toyota Connected North America

“We needed a technology partner [like Twilio] that could integrate seamlessly across our stack and help us iterate quickly using analytical insights. Twilio had the features we needed ... but most importantly, our engineers were excited to use it.”

Alan Bustelo-Killam Product Manager, Chime

“We chose Twilio over other platforms because it gave us a huge opportunity … In terms of usability, it’s very intuitive. The way to build dashboards is very good.”

Yuri Cruz Product Manager, Channels, Nubank

Transform your contact center with Flex

Unlock your customer experience with omnichannel communications backed by first-party data to power your personalization. Try it for free—create a rapid proof of concept and deploy to production when you’re ready.


Flex contact center FAQs