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News : Twilio Targets Contact Centre Market with Flex

#contactcenterworld, @twilio

Sydney, Australia, March 13, 2018 -- US cloud communications platform Twilio is looking to lift the bar in the contact centre market with its latest product, Flex.

Flex is San Francisco-based Twilio’s first foray into offering a holistic contact centre platform.

Twilio replaces the traditional telecom hardware used by companies with a cloud-based infrastructure service that allows web developers to integrate phone calls, text messages and IP voice communications. According to Twilio’s head of contact centres business, Al Cook, Flex builds on every lesson the company has learnt since it started serving the needs of the industry almost a decade ago.

"We have been involved in the contact centre space for some time.

"We saw that businesses were having to choose between customisation and speed of deployment," he told The Australian.

"It gets worse the bigger a company gets, so we spent a year building an architecture that supports complete customisation with quick implementation.

"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," he said.

 

The engine driving the Flex platform is Twilio’s Super Network, an elastic infrastructure that catalogues, orchestrates and delivers global connectivity.

Twilio powers nearly 40 billion interactions a year and the company says Flex should support up to 50,000 agents and let business reach customers in more than 100 countries without having to manage infrastructure or carrier relationships.

The platform, which would be generally available by the end of 2018, would be deployed in Sydney for Australian businesses, the company said.

#contactcenterworld, @twilio

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.theaustralian.com.au


About Twilio:
Company LogoCreate and scale voice, VoIP and SMS text messaging applications with a cloud platform.
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Today's Tip of the Day - Voice Mail

Read today's tip or listen to it on podcast.

Published: Thursday, March 15, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

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