Twilio Flex: the only programmable contact centre that creates value for your business

75% of customer interactions occur within Customer Service exchanges. This means your agents spend more time with your customers than anyone else. They’re the ones responsible for keeping customers happy and loyal. But today’s contact centres need to go beyond great customer service - agents are also the ones that have the greatest chance of identifying and initiating cross-sell and up-sell opportunities. The right platform can not only eliminate inefficiencies and increase agent productivity, but also help transform your customer contact centre into a driver of revenue through your existing customer base.

Does your current contact centre give agents the right data to create value from their interactions with customers?


Twilio Flex can:

  • Simplify agents’ workstreams and provide the flexibility they need to take control of their workdays, reducing attrition and training costs
  • Put real-time customer data at agents’ fingertips so they can identify upsell opportunities in the moment
  • Use intelligent routing and automation to let agents focus on the conversations that matter most
  • Improve customer self-service, which can lead to savings of up to $8 billion per year*
*Source: “Best Practices for Building Customer Engagement from the World’s Leading Brands” – E-book: Twilio, 2022

Allianz Direct redefines customer experience with Twilio Flex
Find out how Flex allowed Allianz Direct to reduce agent sick leave from 11% to 4% and become more productive and agile

Why Twilio Flex is the right choice for your business:

The only fully programmable contact centre that puts your agents in control

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Contact the Twilio team

Empowered agents are using Flex at:

Lydt
Marks&Spencer
Allianz Direct
Shopify
ING Bank
BSH
Flixbus
Smava

Flex features your agents will want to know about:

A customisable, programmable and scalable contact centre that empowers agents to focus on the conversations that will drive revenue:

  • Support email, voice, SMS, WhatsApp, Facebook Messenger, WebChat on one platform and add channels as needed to stay ahead of the technology curve
  • Manage tasks across multiple channels with a single user interface
  • Create engagement workflows and intelligent routing tailored to your business
  • Build and deploy customisations easily into your existing infrastructure
  • Independently add in the API integrations of your choice to pull in the data your agents find most relevant: inventory, customer order history, payments, etc.
  • Design, test and implement in weeks, not months, and start seeing ROI more quickly
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How 1-800 Flowers powers communications with Twilio
Watch our 3 minutes product demo

“The Twilio Flex platform gives us the greatest flexibility and customization possible. For example, we have the option to easily integrate our IT infrastructure, such as the existing Avaya telephony landscape, into Twilio Flex. This will enable us to develop customized communications solutions based on our customers’ expectations – to provide even better customer service and create engaging experiences for our customers.”

Chris Wilson

Gloria Corella,
Product Manager of New Agent Front-End, BSH

Contact the Twilio team

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