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 optimizationsuites (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.
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