Twilio Flex is a cloud-based call center software and a CCaaS platform. It helps businesses interact with customers across multiple channels for customer support, sales, and marketing. It supports multiple communication channels like email, voice, SMS, WhatsApp, Telegram, Facebook Messenger, and WebChat. It is mainly designed for call centers where employees can gain more insight into customers’ needs. It is a highly customizable platform where almost every aspect of this platform is customizable from workflows, routing rules, and channels to integrations and UI design.
It has advanced features like different dashboards, reports, KPIs, analyses of speech, customer flows, and the ability to respond in different languages. With Twilio Flex you can easily create and share analytical reports, custom metrics, and KPI monitoring.
The Twilio Flex pricing is $1 per active user hour and monthly subscription is $150 per user. It’s a pay-as-you-go subscription where you only pay for what you use. It has 24*7 customer support for any technical issues you come across.
Benefits
- Highly customizable
Twilio Flex is the most customizable CCaaS and UCaaS platform. Users can customize anything like routing, channels, integrated apps, workflows, and user interfaces using its API and plugin-based structure.
- Easy to Set Up
Twilio Flex is easy to set up and configure. It has drag-and-drop functionalities in its dashboard which is also customizable and many no-code features.
- Ease of Usage
Its dashboard is very easy to use and agents can simultaneously handle multiple customer queries across channels, access in-depth customer context on demand, and sort analytics via dropdown menus.
- Supports Customer-Facing Agents
The dashboard is very agent-friendly with features like switching channels, translating messages, sending canned responses, viewing the customer’s journey, researching product information, and applying for promotions.
Twilio Flex Features
- Easy Setup
The setup of Twilio Flex is easy which just takes a few minutes. You just have to name your project, invite agents and developers, and begin serving customers.
- Omnichannel Single User Interface
Its interface contains the view of all channels, tasks, customer information and context, and insights.
- Agent Task List
There is an All Tasks list in the dashboard. It organizes dozens of multichannel tasks at once. Here agents can accept or reject tasks with one click, and can also share or transfer tasks to teammates. When an agent opens a query the conversation history with text box, a full customer profile with contact information, customer journey, and notes, plus other relevant data pulled from integrated sources like a database or CRM system are opened.
- Programmable voice API
You can make and receive VoIP calls around the world using the programmable voice API of this cloud communication platform.
- DID Phone number
You will receive a Twilio direct inward dial number that includes local, toll-free, vanity numbers, and shortcodes. It also allows you to port in agents’ pre-existing numbers.
- Conversations API
With this you can send group-chat messages on SMS, MMS, WhatsApp, Facebook Messenger, or your own embedded web chat widget.
- Programmable Messaging
You can send and receive automated, transactional messages via SMS, MMS, and WhatsApp. You use this for sending alerts, notifications, password updates, user authentication, and delivery updates.
- Email API
With Twilio SendGrid you can send and receive SendGrid automated and conversational emails by avoiding landing in the spam folder.
- Programmable Video
With programmable videos you can organize HD video meetings accessible on all major browsers and devices like JS, iOS, and Android.
- Chatbots
You can design self-service chatbots using Twilio’s Studio flow builder tool.
- Task routing
Based on task attributes and agent skills you can route inbound tasks to particular agents and queues.
- Queueing
You can organize agents into task queues like customer support, sales, and technical support. Agents can view their tasks in their individual or shared queues. They can prioritize their tasks accordingly.
- Twilio Studio flow builder
It is a drag-and-drop flow builder that is used for designing automated routing menus combining various channels, users, messages, and app functions. With this you can build IVRs, chatbot conversation flows, etc.
- Call recording
You can add on-demand or automated call recording.
- Call monitoring
Agents can listen to calls for evaluative purposes.
- Voicemail
You can encode a virtual voicemail system, with transcription.
- Call controls
There are many call control features for live agents like mute, hold, park, transfer, switch channels mid-call, and transfer from voice to message or video.
- Programmability
You can customize and program any part of your contact center platform i.e. channels, the user interface, task workflows, routing, etc. Developers can easily mix and match APIs from across the web and Twilio’s documentation and integrate them with your contact center’s code for the tailored solution they want.
- User Interface Programmability
You can customize the agent’s UI including dashboard themes and colors, text, panels and their arrangement, sidebar menu options, the task list display style, etc.
- Routing Programmability
TaskRouter API is a routing engine that handles multichannel queuing, routing, and task assignments for all contacts that reach your app. It routes each task to the appropriate agent or queue.
- Chat dropdown menus
Agents have the option of sending the message in the chatbox in the languages that are there in the option and via any messaging channel.
- Customer journey timeline
It contains a record of the customer’s previous interactions and tasks.
- Real-time customer snapshot
It contains information about the customer’s current interactions with your app or website like which products, pages, or content they are viewing.
- Insights and Analytics
Twilio Flex has Insights and analytics features like reports, dashboards, KPIs, queue statistics, call logs, channel usage, sale success, agent performance, supervisor assessment tools, etc. `
- Integrations
It can integrate with any software or application that offers an API.
Conclusion – if you are into a call center business and want the best communication platform that can streamline your workflows and better connect you with your audiences then this article can be really helpful for you. This CCaaS platform is very agent-friendly and also gives an insight into the customers’ activities which enhances the communication between business and the customers. Also, it is a very cost-effective option making it a good option for small businesses.
Description- This article gives an overview of Twilio Flex which is one of the leading cloud communication platforms available in the market.
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