Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can deploy an omnichannel contact center platform and customize every element of the experience including the agent interface, communication channels, interaction routing and reporting to meet the unique needs of the business.
Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can deploy an omnichannel contact center platform and customize every element of the experience including the agent interface, communication channels, interaction routing and reporting to meet the unique needs of the business.
Specifications
Business Size
Mid-Market
Deployments
Cloud
Language Support
English
Platforms
Product Details
Features
Skill-based routing
Attribute-based routing
WFO
Customizable UI
Call queues
Convert speech to text
Phone numbers API
Visual workflow editor
Channel integrations
Compliance management
Quality management
Programmable
GDPR, ISO 27001, PCI
Phone numbers for 100+ countries
Customize discrete components
UI customization
Ready-made programmable building blocks
Pre-built channel widgets
Voice, video, and rich messaging
Seamlessly switch from channel to channel
Real-time dashboards
Native WFO tools
In-browser voice (WebRTC)
Screensharing
Filtered agent groups
Monitor / whisper / barge
CRM integrations
Benefits
Infinitely flexible and instantly deployable
Twilio Flex is infinitely flexible and instantly deployable, allowing users to buy what they need, and build what they want thanks to the fully programmable contact center solution.
Omnichannel solution
Twilio Flex is an omnichannel solution, allowing agents to switch from a phone call to video chat, and manage interactions across various web and mobile environments, from a single UI.
Twilio’s visual workflow editor
Using Studio, Twilio’s visual workflow editor, users can control every interaction running through Flex by creating a workflow with a simple drag and drop.
Identify areas for improvement across the organization
Identify areas for improvement across the organization with enterprise level analytics which track data from customer interactions, contact routing, and agent presence.
Integrate any CRM
Integrate any CRM, channel, or data source thanks to Twilio's growing marketplace of third-party custom integrations to power business processes and back-office tasks.
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