Twilio Flex

The world’s most flexible contact center platform

Twilio Flex adapts to fit your business — rather than the other way around.

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Operate like an enterprise.

Innovate like a disruptor.

#2 Largest

for cloud contact center seats

5 Days

to go live for United Way in Ohio

800 Billion

interactions in a year

57% Faster

response time for Cover Financial

Overview

Build a contact center tailored

to the way you work

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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.

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"With Twilio Flex we were able to have agents quickly transition from the contact center to home office and were able to seamlessly continue assisting our customers during COVID-19."

Laura Malinsky, Head of Contact Centre Capabilities

Capabilities

Unlimited ability to
change, adapt, and iterate
your contact center

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Design the ideal agent experience

  • Support SMS, voice, WhatsApp, Facebook Messenger, WebChat on one platform
  • Manage tasks across multiple channels with a single user interface
  • Create engagement workflows and intelligent routing tailored to your business
  • Integrate with Google Contact Center AI to surface relevant information and recommended responses
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Integrate with applications you already use

  • Embed within Salesforce, Zendesk, or nearly any other CRM
  • Build and deploy customizations easily
  • Use API integrations to pull in inventory data, customers’ past orders, payments, etc.
  • Connect with ecosystem partners that provide certified integrations for WFM and campaign dialers
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Gain complete operational insight

  • Create, share, and consume reports with drag-and-drop ease
  • Add custom metrics and KPI monitoring
  • Access interaction data with your own reporting tools using export APIs
  • 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.