Free E-Book: 4 Essential Ingredients for Today’s Modern Contact Center

Want to reliably improve your customer experience? The quickest and simplest way is to optimize your contact center. Find out how with this free e-book.

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Free E-Book: 4 Essential Ingredients for Today’s Modern Contact Center

Best-in-class contact centers are modernizing their current communication solutions with tomorrow’s customer experience in mind. These businesses are putting the needs of the customer in the forefront as they transform outdated call centers into omnichannel contact centers.

They are also choosing to not repeat the mistakes of the past, like getting locked into an inflexible, expensive contact center infrastructure that can’t scale or adapt to evolving customer expectations and digital innovations. Instead, they’re adopting cloud communications as part of their customer contact strategies.

But every business is different, as are their customers’ needs. Likewise, there is no “one size fits all” when it comes to the ideal contact center. To create an ongoing and superior customer experience, you must to be flexible, versatile, and always adaptable.

So, when choosing a contact center solution for your business, be on the look for these four essential ingredients:

  • Programmability - Easily customize every step of the customer journey, making changes as your needs evolve.
  • Omnichannel - Connect with your customer on their preferred communication channel.
  • Contextual Intelligence - Enable proactive and intuitive conversations using the latest in artificial intelligence.
  • Scalability - Trust your platform infrastructure to reliably scale with you.

To respond to the needs of today’s businesses, we’ve created Twilio Flex, a new, completely programmable, contact center application platform.

Unlike a rigid, packaged, out-of-the-box, SaaS solution, Twilio Flex is made for contact center development. It’s an open platform that allows you to develop, customize, and manage your own contact center applications on top of Twilio’s infrastructure in a more intuitive and customer-centric way.

Read the e-book to learn more.

Short on time? Here are the key takeaways:

  • Programmability gives you complete control to develop, customize, and manage the communication experience your customers and agents deserve.
  • Cloud communication APIs enable you to build the exact customer experience you need.
  • Omnichannel communications allow you to pivot among popular and universal communication channels including SMS, email, online chat, social, IVR, website FAQs, home assistant, and telephone.
  • To better respond to customer needs, many businesses are integrating AI-based “conversational assistants” into self-help tools, like IVRs.
  • Featured contact center customer stories reveal demonstrable results:
    • A debt settlement firm integrates a redesigned contact center into CRM in just 90 days.
    • An online insurance company offers omnichannel customer experiences, resulting in a 12% conversion growth.
    • An auto finance broker adds SMS and chat to their contact center and reduces customer contact time by 85%.
    • A global financial institution consolidates 17 contact centers into one in the cloud.