Twilio: Reinventing Customer Engagement
Creating a distinctive customer experience is the new growth imperative. Even as contact centers play a crucial role in the customer experience equation, building great experiences tailored to changing customer demands and staying ahead of the game is not easy. But Twilio has changed that dramatically with its fully-programmable contact center platform, Twilio Flex, which enables organizations to take complete control of their contact center.
With Twilio Flex, organizations get a jumpstart into building contact centers that fit their business using powerful developer-tested APIs without relying on other professional service teams. Organizations can take complete control of their contact center, easily add remote agents, new channels, chatbots and IVR. Flex is the stepping stone into the cloud, providing an infrastructure that powers more than half a million agents and overcomes the limitations of SaaS.
What sets the Flex platform a notch higher is that developers can create, modify, or scale every part of the contact center. With all its salient features and functionalities, surprisingly, building and going live with a cloud-based contact center takes only a week. Flex offers the widest breadth of digital channels to stay connected with customers while its users garner substantial savings on their contact center operational costs.
With over twenty-four offices in fourteen countries, Twilio provides the infrastructure required for contact centers to build, deliver, and iterate new customer experiences. With Flex, it is easier for contact centers to engage customers and personalize businesses as per customer requirements.
As opposed to the traditional approach of agents serving one customer in one channel, which negatively impacts the customer experience, Twilio Flex allows agents to manage tasks across multiple channels, all from a single UI. Agents save valuable time serving customers without being boxed into a channel.
With Twilio Flex, organizations get a jumpstart into building contact centers that fit their business using powerful developer-tested APIs without relying on other professional service teams. Organizations can take complete control of their contact center, easily add remote agents, new channels, chatbots and IVR. Flex is the stepping stone into the cloud, providing an infrastructure that powers more than half a million agents and overcomes the limitations of SaaS.
What sets the Flex platform a notch higher is that developers can create, modify, or scale every part of the contact center. With all its salient features and functionalities, surprisingly, building and going live with a cloud-based contact center takes only a week. Flex offers the widest breadth of digital channels to stay connected with customers while its users garner substantial savings on their contact center operational costs.
With over twenty-four offices in fourteen countries, Twilio provides the infrastructure required for contact centers to build, deliver, and iterate new customer experiences. With Flex, it is easier for contact centers to engage customers and personalize businesses as per customer requirements.
As opposed to the traditional approach of agents serving one customer in one channel, which negatively impacts the customer experience, Twilio Flex allows agents to manage tasks across multiple channels, all from a single UI. Agents save valuable time serving customers without being boxed into a channel.
Twilio’s TaskRouter, which is a skills-based routing system, helps in controlling voice and digital interaction routing, to pair customers with the best agent based on agent skills, attributes, or custom logic. Every interaction that takes place on Twilio Flex involves a workflow that can be controlled by Studio—Twilio’s visual workflow editor.
Reaching customers on channels such as messaging and voice is simple as Flex uses one user interface for all channels and integrations. The interface also gives agents contextual awareness using IVRs and bots. Twilio Flex is supported by numerous partners such as AMC Technology, DVELP, Perficient, Cognizant, Presidio, and Avtex, who can extend a helping hand in outfitting contact centers. Contact centers can choose from transparent and flexible pricing models that’s available to fit in every business needs.
In an implementation highlight, Twilio was the go-to-choice for United Way Worldwide, a privately-funded nonprofit, in expanding the reach of 211 network. The 211 network in the U.S. handles more than 11 million calls a year from community members seeking important social services information. In the wake of the COVID-19 outbreak, the 211 team was seeking ways to help front-line specialists quickly answer more calls. In a short span of three days, they built a system with Twilio Flex that enables a person in need to call into a single 1-800 number or be transferred by their local 211 to access assistance via the new platform. The call was routed through an AI-assisted interactive voice response menu built with Twilio Autopilot, which answers commonly asked questions. The caller could also be routed to a specialist if the caller wanted to speak to someone. Twilio has also partnered with the New York City Department of Information Technology and Telecommunications on the city’s first contact tracing system.
In a nutshell, Twilio has the infrastructure to support communications worldwide.
Reaching customers on channels such as messaging and voice is simple as Flex uses one user interface for all channels and integrations. The interface also gives agents contextual awareness using IVRs and bots. Twilio Flex is supported by numerous partners such as AMC Technology, DVELP, Perficient, Cognizant, Presidio, and Avtex, who can extend a helping hand in outfitting contact centers. Contact centers can choose from transparent and flexible pricing models that’s available to fit in every business needs.
In an implementation highlight, Twilio was the go-to-choice for United Way Worldwide, a privately-funded nonprofit, in expanding the reach of 211 network. The 211 network in the U.S. handles more than 11 million calls a year from community members seeking important social services information. In the wake of the COVID-19 outbreak, the 211 team was seeking ways to help front-line specialists quickly answer more calls. In a short span of three days, they built a system with Twilio Flex that enables a person in need to call into a single 1-800 number or be transferred by their local 211 to access assistance via the new platform. The call was routed through an AI-assisted interactive voice response menu built with Twilio Autopilot, which answers commonly asked questions. The caller could also be routed to a specialist if the caller wanted to speak to someone. Twilio has also partnered with the New York City Department of Information Technology and Telecommunications on the city’s first contact tracing system.
In a nutshell, Twilio has the infrastructure to support communications worldwide.
Twilio News
Twilio to Participate in Goldman Sachs Communacopia and Technology Conference
Twilio Appoints Charlie Bell to Twilio Board of Directors
SAN FRANCISCO: Twilio (NYSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, today announced that Charlie Bell has been appointed to the Twilio Board of Directors, effective March 28, 2023. Bell is a member of ... Microsoft’s Senior Leadership Team where he serves as Executive Vice President of Security, Compliance Identity, and Management. Charlie brings decades of experience in the technology industry that will enable him to provide unique insights as Twilio builds the world’s leading Customer Engagement Platform.
“Charlie is one of the most well respected and admired technologists in the world, with a historic career building AWS from the ground up for more than two decades and now running cybersecurity at the world’s largest software company, Microsoft,” said Jeff Lawson. “Charlie’s expertise in both cybersecurity and running infrastructure technology businesses at scale brings an invaluable skill set to the Twilio board. I look forward to Charlie’s contributions to Twilio as we continue to build the leading customer engagement platform serving hundreds of thousands of businesses and millions of developers each year.”
“Twilio is committed to maintaining a strong, engaged Board, and evaluates its composition on an ongoing basis to ensure our Board reflects the appropriate diversity of viewpoints, experiences and backgrounds to oversee the Company’s evolving business needs,” said Jeff Epstein, Lead Independent Director of the Board. “Charlie’s experience as a leading expert on cybersecurity as well as his impressive track record of elevating the execution and operations of businesses he’s supported, make him the ideal addition to the Board as we continue to bolster the depth of our security expertise and focus on realizing Twilio’s growth potential.”
Bell currently leads Microsoft’s Security, Compliance, Identity, and Management organization, which aims to develop the protections necessary to stay ahead of threats. Prior to joining Microsoft, Bell was Senior Vice President of Amazon Web Services and a member of Amazon’s S-Team, where he led the general management of AWS services, including product definition, pricing, P&Ls, software development and service operations. It was under his leadership that the AWS business grew to what it is today – the broadest cloud services offering in the world. Prior to AWS, Bell held positions at Oracle and Boeing, including Director of Professional Services and Space Shuttle Flight Interface Engineer, respectively.
“I have had the privilege of working with companies that have redefined the tech sector as we know it,” said Charlie Bell. “I know bold innovation is possible, and as companies of all sizes look for smarter, better and more effective solutions to reach their customers, Twilio is building the infrastructure to meet their needs. I look forward to working with the rest of the Twilio Board and its management team to create the leading customer engagement platform in a world that’s more engaged than ever before.”
In addition, Richard Dalzell has notified the Board that he does not intend to stand for re-election at Twilio’s 2023 Annual Meeting. Following the Annual Meeting, Twilio’s Board will continue to comprise nine directors, eight of whom are independent. Since 2018, Twilio has appointed five new independent directors to the Board.
Lawson concluded, “On behalf of our entire Board and management, I want to thank Rick for his leadership and dedicated service on the Twilio Board. Drawing on his deep experience in the internet informational technology space, Rick provided invaluable guidance to our company as we have continued to evolve to meet the needs of our customers in an increasingly digital landscape. We are grateful for what he’s helped us accomplish and wish him well in his future endeavors.”
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“Charlie is one of the most well respected and admired technologists in the world, with a historic career building AWS from the ground up for more than two decades and now running cybersecurity at the world’s largest software company, Microsoft,” said Jeff Lawson. “Charlie’s expertise in both cybersecurity and running infrastructure technology businesses at scale brings an invaluable skill set to the Twilio board. I look forward to Charlie’s contributions to Twilio as we continue to build the leading customer engagement platform serving hundreds of thousands of businesses and millions of developers each year.”
“Twilio is committed to maintaining a strong, engaged Board, and evaluates its composition on an ongoing basis to ensure our Board reflects the appropriate diversity of viewpoints, experiences and backgrounds to oversee the Company’s evolving business needs,” said Jeff Epstein, Lead Independent Director of the Board. “Charlie’s experience as a leading expert on cybersecurity as well as his impressive track record of elevating the execution and operations of businesses he’s supported, make him the ideal addition to the Board as we continue to bolster the depth of our security expertise and focus on realizing Twilio’s growth potential.”
Bell currently leads Microsoft’s Security, Compliance, Identity, and Management organization, which aims to develop the protections necessary to stay ahead of threats. Prior to joining Microsoft, Bell was Senior Vice President of Amazon Web Services and a member of Amazon’s S-Team, where he led the general management of AWS services, including product definition, pricing, P&Ls, software development and service operations. It was under his leadership that the AWS business grew to what it is today – the broadest cloud services offering in the world. Prior to AWS, Bell held positions at Oracle and Boeing, including Director of Professional Services and Space Shuttle Flight Interface Engineer, respectively.
“I have had the privilege of working with companies that have redefined the tech sector as we know it,” said Charlie Bell. “I know bold innovation is possible, and as companies of all sizes look for smarter, better and more effective solutions to reach their customers, Twilio is building the infrastructure to meet their needs. I look forward to working with the rest of the Twilio Board and its management team to create the leading customer engagement platform in a world that’s more engaged than ever before.”
In addition, Richard Dalzell has notified the Board that he does not intend to stand for re-election at Twilio’s 2023 Annual Meeting. Following the Annual Meeting, Twilio’s Board will continue to comprise nine directors, eight of whom are independent. Since 2018, Twilio has appointed five new independent directors to the Board.
Lawson concluded, “On behalf of our entire Board and management, I want to thank Rick for his leadership and dedicated service on the Twilio Board. Drawing on his deep experience in the internet informational technology space, Rick provided invaluable guidance to our company as we have continued to evolve to meet the needs of our customers in an increasingly digital landscape. We are grateful for what he’s helped us accomplish and wish him well in his future endeavors.”
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Twilio Growth Report 2023 – Businesses Relying on AI for Revenue Growth and Efficiency
Artificial intelligence (AI) is not a new concept, yet AI adoption has seen a meteoric rise in the last 12 months. While AI technologies continue to be embarrassed across industrie, there are some looming challenges including concerns about privacy and compliance. Twilio, the leading c... customer engagement platform, released the Growth Report 2023 to offer some key insights about AI adoption.
The data for the Twilio Growth Report was compiled by surveying over 2,450 business professionals including company leaders, customer experience executives, and marketing professionals. The data highlights the importance of AI for businesses and shows that they are relying on AI to help them operate efficiently and grow revenues.
The buzz you are hearing about AI is real, as AI is officially everywhere. AI adoption is at a record high with 88 percent of businesses using some form of AI. More than half (54 percent) of companies expect to invest more in AI-driven initiatives in the next 12 months.
Based on the results of the study, nine out of ten companies believe that their investment in AI will deliver either cost or time savings. While there is a significant share of companies (26 percent) that are still trying to understand how to use AI to improve business outcomes, the prevailing sentiment is that AI is a game-changer.
AI technologies are also having a major impact on marketing as the Twilio report shows that 83 percent of businesses surveyed are experimenting with AI across different marketing channels. Predictive AI is being used by 34 percent of respondents, while another 24 percent are using generative AI.
The rise of generative AI has meant chatbots are more effective than ever before. Nearly 2 out of 5 respondents (38 percent) shared that their organization is either already using automated chatbots or plans to use them in the next 12 months.
Marketing is also using AI to build intelligent customer journeys for marketing campaigns and create personalized product recommendations. Marketing executives are optimistic that AI will enhance marketing efforts such as contention creation (47 percent) and research (36%).
The findings of the Twilio report emphasize the importance of data quality. It could be the key to unlocking the full potential of AI strategy with 71 percent of survey respondents believing that AI could be more useful with higher-quality data.
Along with access to high data quality, the other major challenges for organizations include a lack of employee training for AI applications (38 percent) and concerns about data privacy (28 percent).
“AI has taken the world by storm in 2023, and the data is clear that businesses have embraced the technology wholeheartedly as a means to attract, engage, and retain customers. The challenge now is ensuring that these AI efforts bear fruit,” said Katrina Wong, VP of Marketing at Twilio Segment. “Businesses have to prioritize data quality just as much, or even more, than they’re prioritizing AI. Otherwise, they’re leaving money on the table.”
As businesses look for new innovations and pathways to growth, AI is expected to play a pivotal role in the business landscape. The findings of the Twilio Growth Report 2023 show that organizations are aware of the key challenges. The coming months are expected to be crucial for demonstrating the transformative potential of AI technologies in various aspects of business.
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The data for the Twilio Growth Report was compiled by surveying over 2,450 business professionals including company leaders, customer experience executives, and marketing professionals. The data highlights the importance of AI for businesses and shows that they are relying on AI to help them operate efficiently and grow revenues.
The buzz you are hearing about AI is real, as AI is officially everywhere. AI adoption is at a record high with 88 percent of businesses using some form of AI. More than half (54 percent) of companies expect to invest more in AI-driven initiatives in the next 12 months.
Based on the results of the study, nine out of ten companies believe that their investment in AI will deliver either cost or time savings. While there is a significant share of companies (26 percent) that are still trying to understand how to use AI to improve business outcomes, the prevailing sentiment is that AI is a game-changer.
AI technologies are also having a major impact on marketing as the Twilio report shows that 83 percent of businesses surveyed are experimenting with AI across different marketing channels. Predictive AI is being used by 34 percent of respondents, while another 24 percent are using generative AI.
The rise of generative AI has meant chatbots are more effective than ever before. Nearly 2 out of 5 respondents (38 percent) shared that their organization is either already using automated chatbots or plans to use them in the next 12 months.
Marketing is also using AI to build intelligent customer journeys for marketing campaigns and create personalized product recommendations. Marketing executives are optimistic that AI will enhance marketing efforts such as contention creation (47 percent) and research (36%).
The findings of the Twilio report emphasize the importance of data quality. It could be the key to unlocking the full potential of AI strategy with 71 percent of survey respondents believing that AI could be more useful with higher-quality data.
Along with access to high data quality, the other major challenges for organizations include a lack of employee training for AI applications (38 percent) and concerns about data privacy (28 percent).
“AI has taken the world by storm in 2023, and the data is clear that businesses have embraced the technology wholeheartedly as a means to attract, engage, and retain customers. The challenge now is ensuring that these AI efforts bear fruit,” said Katrina Wong, VP of Marketing at Twilio Segment. “Businesses have to prioritize data quality just as much, or even more, than they’re prioritizing AI. Otherwise, they’re leaving money on the table.”
As businesses look for new innovations and pathways to growth, AI is expected to play a pivotal role in the business landscape. The findings of the Twilio Growth Report 2023 show that organizations are aware of the key challenges. The coming months are expected to be crucial for demonstrating the transformative potential of AI technologies in various aspects of business.
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Twilio to Participate in UBS Global Technology Conference
SAN FRANCISCO-- Twilio (NYSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, today announced that Chief Financial Officer Aidan Viggiano will participate in a fireside chat at the UBS Global Technology Conferenc... ce on Tuesday, November 28, 2023 at 3:35 p.m. (ET) / 12:35 p.m. (PT).
A live webcast and replay will be available on Twilio’s investor relations website at investors.twilio.com.
Disclosure Information
Twilio uses its investor relations website (https://investors.twilio.com) and the X (formerly “Twitter”) accounts of the company (@twilio) and its Chief Executive Officer (@jeffiel) as a means of disclosing material non-public information and for complying with its disclosure obligations under Regulation FD.
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A live webcast and replay will be available on Twilio’s investor relations website at investors.twilio.com.
Disclosure Information
Twilio uses its investor relations website (https://investors.twilio.com) and the X (formerly “Twitter”) accounts of the company (@twilio) and its Chief Executive Officer (@jeffiel) as a means of disclosing material non-public information and for complying with its disclosure obligations under Regulation FD.
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SAN FRANCISCO-- Twilio (NYSE: TWLO), the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, today announced that Chief Executive O... Officer Khozema Shipchandler will participate in a fireside chat at the Goldman Sachs Communacopia and Technology Conference on Monday, September 9, 2024 at 3:45 p.m. (PT) / 6:45 p.m. (ET).
A live webcast and replay will be available on Twilio’s investor relations website at investors.twilio.com.
Disclosure Information
Twilio uses its investor relations website (https://investors.twilio.com) and the X (formerly “Twitter”) accounts of the company (@twilio) as a means of disclosing material non-public information and for complying with its disclosure obligations under Regulation FD.
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