Report from the Field: Cloud Contact Center Takes Hold with Introduction of Twilio’s Flex

By Pascal Vincent | March 13, 2018

As a 10+-year veteran of the contact center industry, I’ve been to my share of Enterprise Connect conferences. In these years, there has been an evolution in the technology demonstrated and touted at the show. This week has already proven no different. This year at Enterprise Connect, there is not just a noticeable buzz about innovation in the contact center, but a marked shift to cloud-based contact centers, which was further accelerated at last year’s event when Amazon announced Connect.

This year the conversation about the cloud has been amplified by Twilio. While Twilio has always generated a lot of excitement around its innovation, this year they have taken it up another notch with the announcement of Flex. Flex is a software developer focused contact center solution that provides bundled APIs. This approach makes it even easier for contact centers to create their own seamless customer experience. As Twilio runs a massively scaled, global telephony network, Flex provides a new set of tools for companies looking to deliver a great customer experience on the customer’s channel of choice, without expensive and old-school hardware – whether it be voice, SMS, chat, email or social media. Twilio’s Flex is a logical step for a company that we’ve come to know first-hand is dedicated to changing and improving how customers interact with contact center organizations.

WebRTC is the vital building block of today’s modern contact center. Today’s announcement is validation of what we’ve been doing for years—using Twilio’s world class platform to facilitate our delivery of pre-engineered business solution directly to the contact center.

“The future of the contact center is nimble, agile and scalable – all features that our necessary for organizations to offer best in class customer service to satisfy expectations of today,” said Patrick Malatack, vice president of product at Twilio. “As a customer-focused company, we’ve long believed in the importance of listening for our customers need to be successful and then going out and building it. For that reason, we introduced Twilio Flex to help power the next-generation contact center. And, importantly, we are continuing our long partnership with Serenova to continue to give our customers flexibility to power interactions all over the world in the way that best suits their business. We are very proud to help power Serenova and we can’t wait to see what they build next.”

As a five-year partner of Twilio, we have always deeply understood the value Twilio’s architecture and connectivity. Twilio facilitates Serenova’s customers ability to connect to the communications networks via the cloud without sacrificing security and reliability. When we introduced CxEngage, our modern CCaaS solution three years ago, we build it intentionally with an API-first architecture to facilitate the easy integration with next-generation service providers like Twilio. By utilizing Twilio, Serenova customers can easily make and take calls directly through their web browser, reducing costs and improving the agent experience and related productivity.

CxEngage’s API-first architecture means that it not only supports both out-of-the-box and custom integrations with current third-party applications, but also whatever comes next. This lets customers maintain flexibility and leverage the technology of their choice, whether it is Twilio or other communication service providers like Tropo, Plivo or Nexmo.

The conversation at the show signals the continuation of a significant shift we are seeing as organizations look for swift, nimble technologies that focus on delivering customers a means of communications that they can access anywhere, at any time. We look forward to seeing and being part of Twilio’s evolution and the continued growth and expansion of the CCaaS market.