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.
Posted by Veronica Silva Cusi, news correspondent
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