Contact Center Solutions Featured Article

Twilio Flex Forging the Future of Contact Center Solutions

October 19, 2018

The contact center is a concert of cloud-powered components, enabling agents to support clients with robust, contextual omnichannel solutions delivering seamless customer interactions. Innovation is introducing a new day in the customer experience.

Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well as an industry first payment model.   

“It’s been amazing to see the excitement Flex has created in the contact center market since our announcement in March,” said Al Cook, general manager of Twilio Flex. “Enterprises no longer have to make the choice of whether to build or buy because Flex deploys like a SaaS application, integrates like a premise-based solution and iterates at the pace of a web platform. As of today, we will be rolling out Twilio Flex to the thousands of companies who signed up during beta. We can't wait to see what they create.”

Enterprises deploying Flex will benefit from instant deployment and rapid integration; a true omnichannel experience; Twilio’s cloud infrastructure; Twilio <Pay>; complete control and visibility over customer interaction data as well as automation and escalation capabilities.

“The exciting thing about Flex is it allows us to build customer experiences the way we want, without having to change our business,” said Chris Wilson, director of support operations at Shopify. “So we can wrap Flex around our business instead of having to wrap the business around Flex.”

The cloud contact center is not a passing fad, as it is reinventing customer service and engagement in our omnichannel age.

What’s in your contact center?

Edited by Maurice Nagle