Twilio has launched a new API for Flex, its cloud contact centre platform.
Flex Conversations is a single API for SMS, chat, and WhatsApp on the Flex platform which will enable users to seamlessly deliver experiences through these digital channels.
Described as a “truly unified, multi-channel contact centre platform”, Twilio Flex helps companies provide comprehensive customer journeys within a single user interface.
Simonetta Turek, General Manager, Customer Experience Products, Twilio, said in a blog post: “The reality is, many contact centers don’t provide a unified experience. They still have patchwork point solutions for different channels, resulting in inconsistent experiences for customers.”
“The relevant customer data may exist, but it’s often locked away in fragmented, siloed applications – one for the call center and another for web-based support conversations, for instance. That’s why you have to repeat yourself to every contact center agent that you speak with. But with Flex Conversations, it is easier and quicker than ever to add and manage digital engagements – all on a single platform – delivering consistency, personalization, and higher customer satisfaction.”
Along with the new unified API, Twilio is also rolling out an updated Flex user interface optimised for accessibility. The updates include improved screen reader compatibility, button labelling, and keyboard navigation that support visually impaired agents.