With the Flex platform, the only limit is your imagination
Complete Control
Developers can easily create, change, or extend every part of the contact center. By custom tailoring Flex, a Fortune 100 sports retailer increased sales conversions 5x and agent efficiency by 40%.
Rapid Deployment
Build and deploy a 100% cloud-based contact center in less than a week. QVC Italy took only 5 days to go live with a contact center supporting voice, SMS, and WhatsApp.
Built-in Omnichannel
Reduce costs and stay connected with your customers by offering the widest breadth of digital channels. Flex users report saving 34% on contact center operational costs.
Create and manage conversations seamlessly using one interface
The old way: Traditionally, agents could only serve one customer, in one channel, and on one screen. This was cumbersome and negatively impacted customer experience.
The right way: Now, Flex lets agents manage tasks across multiple channels, all from one UI. Agents can save valuable time serving customers without being boxed into a channel, or spread across dozens of tabs.
TaskRouter lets you control voice and digital interaction routing, to pair your customers with the best agent based on agent skills, attributes, or custom logic. Using TaskRouter, you can consistently improve routing flows based on the needs of your customer and business.
Every interaction running through Twilio Flex invokes a workflow you can control using Studio, Twilio’s visual workflow editor. Dive into the workflows you build to iterate and update them with ease.
Messaging
Voice
One user interface for all channels and integrations
Empower agents to multi-task using up-to-date customer data that reflects the interaction they’re currently managing.
Embed Twilio Flex within Salesforce or Zendesk, or nearly any other CRM.
Contextual intelligence for agents
Give your agents a fuller sense of the customer they’re serving. Combine data from customer interactions on Flex with your own historical business data via webhook.
Reaching customer satisfaction faster
Informed agents serve your customers better. Flex gives them access to historical customer data, preferences, and possible sales opportunities, enabling agents to work intelligently and contextually.
Watch your CSAT score soar
This dynamic results in the best customer-agent experience, delivered on one platform. Your customer is taken care of by a single agent, who’s empowered to switch channels without ever losing their connection to the customer.
Create, modify, share and consume reports while monitoring and managing critical KPIs
Create, modify, share, and consume reports with drag and drop ease.
Define your own custom metrics and bust through data silos.
Twilio Flex provides you control and flexibility on one platform. If you need a hand outfitting your contact center, we know just the people for the job.
Choose from transparent, flexible pricing models that fit your business needs
Deploy Flex in minutes for free to start prototyping new dashboards for agents and new channels for your customers.
You only pay for the time users are active.
Active user hour pricing accommodates your needs, whether you’re working with distributed agents or scaling for seasonal traffic.
You’re charged a flat rate for each agent, supervisor, or administrator’s seat, regardless of traffic spikes or volume of activity.
Named user pricing offers you predictable pricing so you can plan your contact center roadmap with confidence.
Carrier connectivity, such as phone numbers, PSTN connections, and SMS are charged at Twilio’s regular usage-based prices. Subject to fair use.
