Twilio Flex / Omnichannel

Instant channels for any interaction

A unified communications experience

Craft the ideal agent-customer interaction.

Channels: the way they were
Traditionally, agents could only serve one customer, in one channel, and on one screen. This was cumbersome and negatively impacted customer experience.
Channels: the way they should be
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.

Batteries included

All channels, one user interface

Select the channels your customers care about most.

Voice
VoIP-embeddable in web & mobile apps

Seamless experience

Customer Frame

The power of Flex embedded in an instantly-deployable web interface.

Customer Frame lets your agents manage interactions across web and mobile environments, all from one UI.

Traditionally, businesses had to build separate UIs for customers and agents, connect them, and make sure they stayed upright. Frame eliminates those burdens, delivering both agents and customers a seamless experience across platforms.

Omnichannel’s impact

Omnichannel in action

Customer satisfaction is the goal of every agent-customer interaction. Agents strive to deliver an answer to a question or resolution to a problem seamlessly. Omnichannel lets them do just that.

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.