News : Twilio Targets Contact Centre Market with Flex
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.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
"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
Today's Tip of the Day - Blame Culture
More Editorial From Twilio
Create and scale voice, VoIP and SMS text messaging applications with a cloud platform.
Published: Thursday, March 15, 2018
|Amazon Web Services|
Amazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by Amazon.com. The most central and well-known of these ser...
Semafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal ...
Eckoh is a global provider of Secure Payment and Customer Engagement solutions via our Eckoh Experience Portal as well as Third Party Support. We’ve an international client base and offices in the UK ...
Genex, part of the IPE Group UK, is an outsourcing provider of customer experience management. We achieve results through transforming our clients' businesses and delivering excellence in customer exp...