Twilio Flex Review: A Complete Guide to Twilio Flex

Customising Communications with Twilio Flex

5
Twilio Flex Review
CPaaSCPaaS Reviews

Published: July 20, 2021

Rob Scott

Rob Scott

Publisher

Communication isn’t a one-size-fits-all solution anymore. Today’s companies need technology stacks built to be as flexible, agile, and unique as their business. Fortunately, CPaaS solutions and APIs are paving the way for a modern DIY strategy for unified communications and contact centres. 

Twilio, one of the world leaders in CPaaS innovation, is at the forefront of this battle for more bespoke communications. The Twilio Flex environment aims to meet the needs for all businesses in the contact centre landscape. With Twilio, you can customise your platforms to suit your brand’s needs, create unique agent desktops and implement the technology best for your organisation, all without having to compromise on pricing or simplicity. 

The Twilio Flex cloud-based programmable contact centre offering gives everyone the freedom to update their customer experience strategy according to their unique needs. Let’s take a closer look at the Twilio Flex API environment. 

Twilio Flex Review: Features

Twilio Flex is the all-in-one solution for contact centre flexibility, from Twilio. According to the company, it’s the only contact centre platform that adapts to suit your business, rather than suiting your company to change to suit the technology available. Already accessed by companies like Allianz, Chime, and HubSpot, Twilio Flex is the second largest solution in the world for cloud contact centre seats, and it supports more than 800 billion interactions per year.

Twilio Flex ensures companies can build contact centres tailor-made to suit their unique workflow. You can deliver digital-first engagement with a wide range of communication channels, all managed through the same central platform, for reduced stress, and lower costs. Features include:

  • Omnichannel contact centre for SMS, voice, WhatsApp, Webchat and Facebook Messenger
  • Task management across multiple channels with a single interface
  • Customised engagement workflows and routing
  • Integrations with Google Contact Centre AI
  • Easily embed your contact centre into your CRM
  • API integrations to pull in data from various environments
  • Ecosystem partner connections for WFM and campaign diallers
  • Customisable drag-and-drop reports
  • Custom metrics and KPI monitoring
  • Interaction data with export APIs
  • Partners for consulting and value-added services
  • Flexible pricing models

Twilio Flex Review: Benefits

Twilio Flex is a programmable contact centre platform focusing on flexibility and scalability. There’s a range of flexible pricing models to suit any kind of business, and customisations are easy to implement, even if you don’t have a lot of coding knowledge. The UI allows for quick two-way integrations, with access to everything from CRM data to attribute-based routing. 

Twilio Flex accelerates digital transformation in the contact centre by giving companies the freedom to evolve at the pace that suits them, with bespoke integrations. You can deploy your full 100% cloud contact centre in a matter of days and adapt it as you go. Benefits include:

  • Fast innovation and provisioning: Twilio is all about getting your contact centre solution up and running quickly. The Flex offering is available to deploy at speed, so you can access your new technology within a matter of days. Once you’ve installed your cloud solutions, you can consistently inspect, adapt, and adjust each part of the contact centre to stay ahead of the competition and address changing market conditions
  • Endless customisation: The Twilio Flex programmable contact centre is an endlessly customisable solution for all kinds of interactions. You can combine the channels in your omnichannel environment in a way that suits you, implementing integrations with existing tools, or embedding your contact centre features within existing environments, like Salesforce. You even get to create your own dashboards for agents
  • Agile reporting and tracking: To ensure you’re ready to adapt to changes in customer demand, Twilio’s contact centre environment comes with in-depth management and reporting tools. You can track the performance of every channel, examine KPIs and make your own reports without coding. You’ll even be able to set up custom tracking strategies to help supervisors monitor agents on multiple channels.
  • Intelligent workflows: Twilio Flex makes it easier to create custom workflows across multiple channels. You can design engagement workflows through channels like SMS, Facebook Messenger and WhatsApp, and track everything in the same platform. There’s intelligent routing, and integrations with Google Contact Centre AI to help make your employees more efficient when responding to clients
  • Trusted Partners: Twilio also works alongside trusted partners in the communication landscape to bring you a wider range of value-added services. You can extend the functionality of your contact centre with services from companies like Google and IBM to ensure you always have the latest cutting-edge technology
  • Security and compliance: Just because your contact centre is flexible doesn’t mean it should compromise on things like security and compliance. The Twilio Flex solution is complaint with various RGPD standards and comes with ISO 27001 certification. You can also work with partners to access additional security and privacy solutions for business growth

Who Needs Twilio Flex?

Twilio Flex is a state-of-the-art programmable contact centre solution that adapts to suit any business. This means that any company can access the benefits of Flex and pay for only the features they use – nothing else. The Twilio Flex environment comes with support for multiple channels in your omnichannel contact center environment, and integrates with leading services like Zendesk, Salesforce, and so many others. 

Twilio Flex also works well with other Twilio products, for companies that want to make the most of their ecosystem. Twilio Flex can align with Twilio Studio, so you can set business rules to automatically send the right call to the right agent by analysing customer interaction data. 

No matter what you need for an effective contact centre environment, you can build it with Twilio Flex, and you get to bring all of your tools together in a combined, unified platform. You can customise everything to suit your unique requirements and grow your business with agility. 

Twilio Flex Review: Verdict

With Twilio Flex, companies finally have the freedom to build a custom contact centre designed to suit their needs. You only pay for the tools you use, and you can build functionality according to your needs, rather than purchasing a one-size-fits-all solution. 

Twilio Flex brings everything you need for excellent customer experience and insights into an aligned environment – ideal for the future of contact centre technology. 

 

 

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