The world’s first fully programmable cloud contact centre platform, Flex gives companies infinite flexibility and can be instantly deployed says vendor Twilio

Built on Twilio’s Programmable Communications Cloud and Super Network, Flex is developer and partner friendly, instantly omnichannel, and contextually intelligent, with proven elastic scale up to 50,000 agents Flex ushers in a new era of fully programmable applications, the next evolution of enterprise software

With Twilio Flex, companies can instantly deploy an omnichannel contact centre platform and also programmatically customise every element of the experience including the interface, communication channels, agent routing, and reporting to meet the unique needs of the business.

“Hundreds of companies including ING Bank, Zillow, Simply Business and National Debt Relief have built customised contact centre solutions using Twilio’s communication APIs,” said Al Cook, head of the contact centre business at Twilio. “With Flex, we are providing a contact centre platform that has a point-of-view based on the best practices we’ve learned, offers options for those who want to get up and running quickly, and gives businesses unlimited flexibility as they design their customer experiences.”

Introducing an ‘entirely new approach’ to the industry, Twilio Flex delivers the first instantly deployable, cloud-based platform that allows businesses to programmatically customize every element of their contact centre experience — from the core infrastructure to the user interface. Flex allows businesses to:

Instantly support an omnichannel experience: Flex allows businesses to instantly deploy agent, administration and supervisor desktops and begin engaging with customers via channels including voice, SMS, email, chat, video, Facebook Messenger and any other channel immediately, either natively or through an integration.

Programmatically customise any user interface: While Flex user interfaces work out of the box, they are designed to be customized at every point of the contact centre journey. Businesses can customise customer-facing components like click-to-call or click-to-chat, add entirely new channels or integrate reporting dashboards to display agent performance or customer satisfaction.

Bring contextual intelligence to every interaction: Flex empowers developers with machine learning to improve agent, supervisor and operator productivity and uses Twilio’s powerful TaskRouter to apply attribute-based routing logic across all communication channels.

Build applications with drag-and-drop ease: Twilio Studio, a visual application builder, makes it easy to customize everything from IVRs and chatbots to SMS-based appointment reminders or surveys — quickly and easily without writing code.

Integrate any application: Flex can integrate with any third-party applications that are critical to the business including customer relationship management (CRM) from Salesforce or Zendesk, workforce management (WFM), workforce optimisation (WFO), reporting, analytics and data store.

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