Twilio is launching Twilio Flex, the cloud communications vendor's new omnichannel contact center platform, which gives businesses improved control of their customer services structures and processes, Twilio said Monday.
Customers are increasingly more demanding in their business interactions. They now expect immediate response to phone contact; they won't stand to wait hours on hold; they expect business to have customer details immediately at hand; and they also expect companies to be available on email, Facebook Messenger chat and chatbots. Flex is designed to meet those needs, and companies can also configure the service to their own look-and-feel.
Twilio Flex in action.
The platform integrates with Twilio's other options, mainly Studio and TaskRouter. Studio is Twilio's application for building apps and services with no coding required -- although it certainly helps if you know how to code -- giving a business the ability to build another function or integration into their Flex-powered contact center. Likewise, TaskRouter can route any conversation or call to the right service agent by using logic-based rules, which can be implemented directly into Flex.
Flex can support up to 50,000 support agents and reach customers in more than 100 countries, using the same backend which supports more than nearly 40 billion interactions across Twilio's network every year. The platform is in closed beta now, with clients from ING Bank, Zillow and Simply Business testing it and providing feedback.
The chat, call, and video columns of Twilio Flex, showing flexibility and customisation possible on the platform. Click images to enlarge.
Al Cook, head of the contact center business at Twilio, said: "With Flex, we are providing a contact center 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."
Jannes Smit, head of IT omnichannel at ING and Twilio Flex beta customer, commented: "At ING Bank, we believe the only way to keep up with innovation is to speed up, and the only way to speed up in the world of software is to empower the builders. Using this approach, ING is using Twilio’s platform to build one global contact centre solution that serves customers in forty countries. This project will replace 17 separate legacy systems and provides us the flexibility and scale required to build the exact experience we need to serve our global customer base."
The platform is due to be rolled out globally by the end of the year, but interested customers can apply for an invite to the beta now. Pricing is still to be determined but will be flexible, on a "per-seat" basis.