Contact Center Solutions Featured Article

Twilio Improves Call Quality Delivered via Cloud

March 18, 2014

The software and cloud-based communications platform Twilio is improving voice call quality delivered via the cloud with the introduction of new features in its enterprise-grade voice offerings.

Global Low Latency (GLL) architecture has been added to Twilio Client's WebRTC capabilities to this end.

Designed for developers and businesses, Twilio Client enables users to integrate voice calling capabilities into browsers via WebRTC and mobile apps.

The newly introduced GLL architecture enhances Twilio Client and reduces audio latency, which addresses challenges associated with IP voice.

"Twilio continually invests to improve the quality our customers experience on our platform," said Jeff Lawson, CEO and co-founder of Twilio. "We're focused on building the features that empower developer and enterprises and with today's announcements we can't wait to see what they build next."

Twilio has also enhanced its conference recording functionality enabling enterprises to automatically capture and archive every voice interaction conducted between a customer and business.

Twilio Client leverages WebRTC to make it easy for organizations to embed real-time communications into web apps, and then connect these apps to legacy SIP and PSTN networks.

This solution was recently used by the Home Depot's Redbeacon, an online marketplace for home improvement professionals. Redbeacon connected browser-based voice calling to the PSTN with Twilio Client, and this allowed them to easily build an end-to-end call center without investing in any legacy hardware.

"Twilio Client provides a simple, standardized wrapper around the browser's WebRTC APIs,” said Anthony Rodio, VP of Silicon Valley Operations, The Home Depot and CEO of Redbeacon. “This saves time for our developers, allowing them to avoid browser discrepancies and focus their efforts on building the right application."

Twilio was in news last month for expanding availability of SMS-enabled phone numbers to six new nations including Switzerland, Lithuania, Hong Kong, Estonia, Australia and Austria.

Edited by Alisen Downey