Twilio will soon launch Flex, a dedicated contact center solution

Twilio’s Engagement Cloud, its suite of products for building new customer experiences, is about to get a new feature, TechCrunch has learned. The company plans on launching the beta of a full contact center solution for businesses at the Enterprise Connect conference in March, according to a tip we received this afternoon. When reached for confirmation, Twilio had no comment.

With the launch of this product, Twilio could potentially be going up against some of its current customers who are selling contact center solutions to enterprises. In a copy of the internal email we saw about the upcoming launch of this new product, the company clearly aims to avoid this impression, but that’s likely because it’s worried about how this move will be perceived by current players in this market who are likely using some of Twilio’s services themselves.

Until now, Twilio positioned its various APIs as the building blocks for developing new contact center solutions. With Flex, it’ll now essentially bundle these together to make it far easier for developers to build these services.

Our understanding is that Twilio Flex, as the service is currently called (though that could change in the time leading up to the launch date), will follow in the footsteps of most of the company’s products in that it will put an emphasis on the developer experience. For example, it will allow systems integrators to build a customized contact center solution on top of Flex.

Twilio Flex will offer them the basic building blocks to power the communications experience, single sign-on and integration points for these organizations workforce management and workforce optimization suites (i.e. all of the usual contact center goodies, like call recording, agent coaching, speech analytics, etc.), as well as integrations with their back-office employee scheduling systems.

As the name implies, Twilio is positioning this service as a very customizable solution, though that also means that it’ll take some extra integration work on the side of the customer to make it work. Twilio, however, argues that it’s exactly this kind of customization that will enable businesses to optimize their contact centers.

According to our source, the announcement is currently scheduled for March 12th, the first day of the Enterprise Connect conference In Orlando, which focuses on the contact and calling center market.

Comments

Best Web Design Company in Pondicherry

#Technology has two faces. We all feel it, but sometimes can’t find words to describe it. #Ebooks are the best example to show the 0-1 nature of emotions the #technology evokes. #itwhere provide a #Best #solutions to #Growyourbusiness feel free to drop a #Mail info@itwheretech.co.in www.itwheretech.co.in

Workato Chat Bot Brings Enterprise Workflow Into Slack

As we head into 2016, enterprise chat applications like Slack are suddenly a hot commodity, and if you’re inside chat a good portion of the day the argument goes, you should be able to access other work without leaving the chat client. This is exactly what Workato’s newly announced chat bot, Workbot, is designed to do. Chat bots are small programs that integrate with a chat platform and provide some advanced type of functionality in a fairly easy fashion. The new Workbot-chat bot enables users to access and control over 100 enterprise applications such as a Salesforce CRM record, Quickbooks accounting information or Zendesk customer service interactions directly inside of Slack. One of the primary issues with early Enterprise 2.0 tools was that they were just another application busy employees needed to pay attention to. The idea here is to give users customer information directly in the context of the discussion they may be having...

Montana-based mapping startup onXmaps raises a round of funding fit for Big Sky Country

A mapping startup based in Missoula, Mont., which allows users to download sophisticated offline topographic maps outlining public and private lands and a number of other features geared towards hunting, fishing and camping, has pulled in its first major outside funding. onXmaps has closed a $20.3 million Series A round led by Summit Partners. Bessemer Venture Partners, Millennium Technology Value Partners, Next Frontier Capital and NBCUniversal CEO Steve Burke also participated in the round. The company is calling the fundraise one of the biggest ever among startups based in Montana. onX Hunt app This is impressively the first bout of outside funding that the 70-person startup has ever taken since being founded in 2009. The company’s founder and CEO Eric Siegfried, an avid outdoorsman himself, had created a more basic program to integrate these maps with his own Garmin GPS. After finding his friends were interested in having a product like this too, he put down $27k of his...

Trump cites Facebook exec’s comments downplaying Russian ad influence on election

You’d be forgiven for missing Donald Trump’s multiple retweets of Facebook executive Rob Goldman over the weekend. Perhaps you were spending time with family, watching Black Panther or just attempting to forget politics for a moment by ignoring the manic flurry of social media updates from the leader of the free world. But in amongst a deluge of tweets that blamed Democrats for failing to preserve DACA, called out the FBI over the recent school shooting in Florida on the FBI and affectionately referred to a member of congress as “Liddle’ Adam Schiff, the leakin’ monster of no control,” the President cited Facebook’s VP of Ads as evidence against claims that his campaign colluded with Russia. “The Fake News Media never fails,” Trump tweeted over the weekend. “Hard to ignore this fact from the Vice President of Facebook Ads, Rob Goldman!” Trump was citing Goldman’s own Twitter dump over the past week, responding to Special Counsel Robert Mueller’s recent indictment of 13 Russian...

Phoenix OS is (another) Android-as-a-desktop

Google Android may have been developed as a smartphone operating system (and later ported to tablets, TVs, watches, and other platforms), but over the past few years we’ve seen a number of attempts to turn it into a desktop operating system. One of the most successful has been Remix OS , which gives Android a taskbar, start menu, and an excellent window management system. The Remix OS team has also generated a lot of buzz over the past year, and this week the operating system gained a lot of new alpha testers thanks to a downloadable version of Remix OS that you can run on many recent desktop or notebook computers. But Remix OS isn’t the only game in town. Phoenix OS is another Android-as-desktop operating system, and while it’s still pretty rough around the edges, there are a few features that could make it a better option for some testers. Some background I first discovered Phoenix OS from a post in the Remix OS Google Group , altho...

Exciting Technology

Search This Blog