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Twilio Reportedly Readying Contact Center API Bundle

February 21, 2018

Rumor has it that Twilio is planning to unveil an API bundle that makes it easier for developers to create contact center solutions. TechCrunch has reported this news, saying that Twilio will announce the new offering – called Flex – next month.

The media outlet describes Flex as an upcoming feature of Twilio Engagement Cloud, which the company unveiled last year. It reports that Twilio will launch it in beta.

TechCrunch, which said it got a hold of an internal email about Flex, suggests this offering could pit Twilio against some of its customers. But, it also surmises Flex will make it easier for developers – its target audience – to create contact center solutions because it bundles APIs for ease of integration. According to TechCrunch, Flex features a single sign on and integration points for workforce management and optimization solutions.

We asked Twilio for comment about the TechCrunch Flex story. And Twilio spokeswoman Caitlin Epstein responded saying the company has no comment.

Twilio is a pioneer in the API arena. Twilio’s APIs address authentication, messaging, and voice and video communications. They enable developers to build applications like business communications systems and contact centers.

“We take care of the messy telecom hardware and expose a globally available cloud API that developers can interact with to build intelligent and complex communications systems,” Twilio’s website announces. “As your app's usage scales up or down, Twilio automatically scales with you. You only pay for what you use - no contracts, no shenanigans.”

When Twilio first introduced its business model, it was so disruptive that some folks suggested it could put communications giants like AT&T out of business.

And Forbes in 2016 noted that Twilio helped popularize the idea of embedding communications into applications.

Edited by Mandi Nowitz