Whether you have a legacy contact center and are ready to leverage new channels, or are ready to use Twilio or Twilio Flex but lack in-house development, we can help bring your contact center visions to life.
Twilio Flex is an entirely new approach to contact centers. More than just a contact center product, Twilio Flex is a platform for innovation in customer service. With the control to change any layer of the contact center stack and deliver it with the speed of the cloud, Flex offers the ability to meet your needs today while providing a foundation for future growth.
As a Twilio Gold Partner with certified Flex engineers and years of experience delivering customer care solutions – including building proprietary solutions and migrating legacy contact centers to modern platforms – our certified experts offer a wide range of capabilities, including:
We’ll work with you to determine your organization’s success criteria, and then provide you with the necessary development, testing and deployment processes, enabling you to evaluate key features and/or integrations based on your overall objectives.
We’ll provide 20-30 users with traditional IVR routing including 1-3 attributes and an inbound Voice Plus One Twilio Flex text-based channel (SMS, What’sApp, WebChat), providing support and training through regular checkpoints.
Based on design and project plans, along with client feedback, we perform necessary configuration, development, integration, testing, and deployment work to implement a solution based on Twilio Flex for all production contact center workloads. We migrate groups gradually and as needed to ensure a risk-free transition, andalso provide training and go-live support to minimize user disruption and frustration.
Migration tasks include:
We work with you to determine how to incorporate the use of artificial intelligence tools into your customer service offerings. These services include:
After assessment, we will deliver an elaboration document that includes: