2 min read

Yesterday, Twilio announced the general availability of Flex. Since its preview announcement in March, Flex has been used by thousands of contact center agents including support and sales teams at Lyft, Scorpion, Shopify, and U-Haul.

Twilio Flex is a fully-programmable contact center platform that aims to give businesses complete control over customer engagement. It is a cloud-based platform that provides infinite flexibility in your hands.

What functionalities does Flex provide to enterprises?

Twilio Flex enables enterprises to do the following:

Answer user queries using Autopilot

Flex provides a conversational AI platform called Autopilot using which businesses can build custom messaging bots, IVRs, and home assistant apps. These bots are trained with the data pulled by Autopilot using Twilio’s natural language processing engine.

Companies can deploy those bots across multiple channels including voice, SMS, Chat Alexa, Slack, and Google Assistant. With these bots, enterprises can also respond to frequently asked questions and if the queries become complex the bots can then transfer the conversation to a human agent.

Secure phone payment with Twilio Pay

With only one line of code, you can activate the Twilio Pay service that provides businesses the tools needed to process payments over the phone. It relies on secure payment methods such as tokenization to ensure that credit card information is securely handled.

Provide a true omnichannel experience

Flex gives enterprises access to a number of channels out of the box including voice, SMS, email, chat, video, and Facebook Messenger, among others. Also, agents can switch from channel to channel without losing the conversation or context.

Customize user interface programmatically

Flex user interfaces are designed with customization in mind. Enterprises can customize the customer-facing components like click-to-call or click-to-chat. It also allows adding entirely new channels or integrating new reporting dashboards to display agent performance or customer satisfaction.

Integrate any application

Enterprises can integrate their third-party business-critical applications with Flex. These applications may include systems such as customer relationship management (CRM), workforce management (WFM), reporting, analytics, or data stores.

Analytics and insights for better customer experience

It offers real-time event stream, a supervisor desktop, and admin desktop, which gives supervisors and administrators complete visibility and control over interaction data. Using these analytics and insights they will be able to better monitor and manage an agent’s performance.

To know more about Twilio Flex, check out their official announcement.

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