Twilio Flex
Make it easy for customers to engage with you. Deliver personalized support and drive repeat sales with a contact center that’s unique to your business.
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Happier agents. Happier customers. Accelerated ROI.
Modernize your contact center solution. Migrate at your own pace.
Update your call center service by augmenting your existing solutions. Flex works alongside the systems you already use to add new channels for friction-free customer engagement.
Companies that invest in digital customer engagement reported a 70% revenue increase*.
Personalize workflows for ultimate efficiency
Spend less time gathering context and more time giving excellent support. Flex lets representatives handle any task from a single UI and see relevant first-party customer data from any source so they can easily offer personalized interactions to every customer.
* Twilio State of Customer Engagement Report 2022.
Take complete control of your roadmap
Your contact center should fit your business—not the other way around. Tailor every layer of Flex to match the way you interact with customers, from the digital channels you support to integrations with your current tech stack.
Adapt to keep up with changing customer demands
Iterate without the rigid limitations of bound legacy solutions. You can customize any aspect of the UI, self-service, connectivity, and reporting. And you can do it on your terms, with the support of Twilio Professional Services, top-tier partners, or your own dev team.
Contact center ROI
Increase agent efficiency with Flex
13% decrease
in after call work for Toyota Connected
70% lower
handle times with SMS for Vacasa
20% increase
in supported calls to the contact center for Electrolux
29% decrease
in average call length for FYidoctors
Flex features
Flexible features for your call center
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Bring Your Own Carrier
Keep your current PSTN voice carrier and phone number to use with Flex
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Google Contact Center AI (CCAI)
Surface recommended responses to customer questions to save time
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Flex Insights
Gain insights on customer conversations, track KPIs, and configure custom dashboards
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IVR
Augment existing solutions with a custom Interactive Voice Response (IVR)
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Intelligent routing
TaskRouter assigns tasks to workers automatically, with escalation logic and fallback rules
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Omnichannel engagement
Make it easy for customers to engage via SMS, WhatsApp, voice, Facebook Messenger, WebChat and more
Need help building? No problem.
Work with one of our trusted partners to get coding support or explore a pre-built Twilio contact center solution.
Find a partner
How it works
See a Flex contact center in action
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Engagements
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Customer data
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Routing
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Integrations
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Reporting
Frictionless engagements
Assist customers seamlessly. Answer common questions with self-service flows or give customers the option to launch a dialog on their channel of choice with a representative.
Enhanced customer view
See complete context to get up to speed on the customer’s situation immediately. No need to ask them to repeat themselves when a new person picks up the task.
Flexible routing
Customize routing methodology based on your preferred workflows. Route incoming tasks to available agents or specialized representatives along with all relevant task information.
Customizable UI
Tailor the agent experience with customer data integrations that pull the right information into a single view for highly personalized engagements.
Real-time reports
Create, share, and view reports to keep your finger on the pulse of the business. Customize your metrics and KPIs to track what matters most.
“With Twilio Flex, we knew we could move away from an on-prem solution to a flexible platform that could respond to customers’ needs and innovate quickly at global scale.”
“We needed a technology partner [like Twilio] that could integrate seamlessly across our stack and help us iterate quickly using analytical insights. Twilio had the features we needed ... but most importantly, our engineers were excited to use it.”
“We chose Twilio over other platforms because it gave us a huge opportunity … In terms of usability, it’s very intuitive. The way to build dashboards is very good.”
Resources
How to enhance your CX with a Flex contact center
Transform your contact center with Flex
Unlock your customer experience with omnichannel communications backed by first-party data to power your personalization. Try it for free—create a rapid proof of concept and deploy to production when you’re ready.
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FAQs
