Earlier this yr we reported that Twilio was going to launch a full contact middle answer known as Flex on March 12 — lo and behold, at the moment is March 12 and Twilio at the moment introduced the launch of Flex on the Enterprise Join convention in Orlando. Flex brings collectively just about each a part of the prevailing Twilio infrastructure and platform for builders that already energy almost 40 billion interactions a yr and bundles it with a somewhat slick consumer interface for corporations that need to arrange an out-of-the-box contact middle or replace their present deployments.
Twilio’s experience has lengthy been in offering backend communications companies and its design experience is usually in constructing APIs, not consumer interfaces. With this transfer, although, the corporate is giving enterprises (and this product is supposed for the sort of corporations which have tons of or 1000’s of individuals in a contact middle) a full stack contact middle with a full graphical consumer interface.
As the corporate’s head of its contact middle enterprise Al Prepare dinner informed me, although, the primary design philosophy behind Flex is to present customers most flexibility. He argues that enterprise at the moment have to decide on between going with merchandise that they will’t customise themselves, in order that they should depend on costly exterior distributors that may do the customization for them (which additionally tends to take quite a lot of time), or a SaaS contact middle that may be shortly deployed however is difficult to scale and lacks customization choices. “Consider Flex as an software platform,” Prepare dinner informed me. It takes its cues from Twilio’s expertise in working with builders and provides enterprises a straightforward API interface for customizing the service to their liking, but in addition gives all the essential instruments out of the field.
“The rationale why APIs have been very transformative to the business is since you are unconstrained in what you are able to do,” Prepare dinner defined. “As soon as you place a consumer interface on that, you constrain customers.” So for Flex, the staff needed to ask itself some new questions. “How do you construct consumer interfaces in a basically completely different means that provides individuals the most effective options they need with out constraining them?”
Out of the field, Flex helps all the normal messaging channels that contact facilities at the moment are anticipated to assist. These embrace Voice, video, textual content, image messaging, Fb Messenger, Twitter, LINE and WeChat. The service additionally helps display sharing and co-browsing. Twilio can also be integrating its personal clever TaskRouter service into Flex to mechanically route inquiries to the precise agent. A single Flex deployment can assist as much as 50,000 brokers.
Prepare dinner argues that getting began with Flex is a one-click affair, although as soon as it’s up and working, most customers will certainly must customise the service a bit for their very own wants and embed chat widgets and different capabilities on their web sites and into their apps (assume click-to-call, for instance). A few of the extra in-depth customization could be completed in Twilio Studio, the corporate’s drag and drop software builder, too.
Most massive enterprises have already got contact facilities, although, so it’s perhaps no shock that a number of the pondering behind making Flex as… effectively… versatile as doable is about giving these customers the flexibility to combine and match options from Flex with their present instruments to permit for a sluggish and regular migration.
As we reported final month, Flex will even combine with all the usual CRM instruments like Salesforce and Zendesk, in addition to workforce administration and optimization instruments which are at the moment in use in most contact facilities.
Earlier than launching the product at the moment, Twilio already labored with ING, Zillow, Nationwide Debt Reduction and RealPage to check Flex. As well as, it lined up a lot of tech and consulting companions to assist new customers.
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