Twilio launches Flex, a entirely programmable hit center

Earlier this year we reported that Twilio was going to launch a full hit core resolution called Flex on Mar 12 — lo and behold, now is Mar 12 and Twilio now announced a launch of Flex during a Enterprise Connect discussion in Orlando. Flex brings together probably each partial of a existent Twilio infrastructure and height for developers that already energy scarcely 40 billion interactions a year and bundles it with a rather sharp user interface for companies that wish to set adult an out-of-the-box hit core or refurbish their existent deployments.

Twilio’s imagination has prolonged been in providing backend communications services and a pattern imagination is mostly in building APIs, not user interfaces. With this move, though, a association is giving enterprises (and this product is meant for a kind of companies that have hundreds or thousands of people in a hit center) a full smoke-stack hit core with a full graphical user interface.

As a company’s conduct of a hit core business Al Cook told me, though, a categorical pattern truth behind Flex is to give users limit flexibility. He argues that business now have to select between going with products that they can’t customize themselves, so that they have to rest on costly outward vendors that will do a customization for them (which also tends to take a lot of time), or a SaaS hit core that can be fast deployed yet is tough to scale and lacks customization options. “Think of Flex as an focus platform,” Cook told me. It takes a cues from Twilio’s knowledge in operative with developers and gives enterprises an easy API interface for customizing a use to their liking, yet also provides all of a required collection out of a box.

“The reason since APIs were really transformative to a attention is since we are unrestrained in what we can do,” Cook explained. “Once we put a user interface on that, we constrain users.” So for Flex, a group had to ask itself some new questions. “How do we build user interfaces in a essentially opposite approach that gives people a best facilities they wish but constraining them?”

Out of a box, Flex supports all of a customary messaging channels that hit centers are now approaching to support. These embody Voice, video, text, design messaging, Facebook Messenger, Twitter, LINE and WeChat. The use also supports shade pity and co-browsing. Twilio is also integrating a possess intelligent TaskRouter service into Flex to automatically track questions to a right agent. A singular Flex deployment can support adult to 50,000 agents.

Cook argues that removing started with Flex is a one-click affair, yet once it’s adult and running, many users will certainly need to customize a use a bit for their possess needs and hide discuss widgets and other functions on their websites and into their apps (think click-to-call, for example). Some of a some-more in-depth customization can be finished in Twilio Studio, a company’s drag and dump focus builder, too.

Most vast enterprises already have hit centers, though, so it’s maybe no warn that some of a meditative behind creation Flex as… well… stretchable as probable is about giving those users a ability to brew and compare facilities from Flex with their existent collection to concede for a delayed and solid migration.

As we reported final month, Flex will also confederate with all a customary CRM collection like Salesforce and Zendesk, as good as workforce government and optimization collection that are now in use in many hit centers.

Before rising a product today, Twilio already worked with ING, Zillow, National Debt Relief and RealPage to exam Flex. In addition, it lined adult a series of tech and consulting partners to support new users.

Featured Image: Drew Angerer/Getty Images

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Posted by on Mar 12 2018. Filed under Enterprise. You can follow any responses to this entry through the RSS 2.0. You can leave a response or trackback to this entry

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