Twilio Flex

The world’s most flexible cloud contact center

Overview

With the Flex platform, the only limit is your imagination

Take complete control of your contact center. Easily add remote agents, new channels, chatbots and IVR. Move your contact center to the cloud on the infrastructure that powers over half a million agents and leave behind the limitations of SaaS with Flex, the world’s only fully programmable platform.

Complete Control

Developers can easily create, change, or extend every part of the contact center. By custom tailoring Flex, a Fortune 100 sports retailer increased sales conversions 5x and agent efficiency by 40%.

Rapid Deployment

Build and deploy a 100% cloud-based contact center in less than a week. QVC Italy took only 5 days to go live with a contact center supporting voice, SMS, and WhatsApp.

Built-in Omnichannel

Reduce costs and stay connected with your customers by offering the widest breadth of digital channels. Flex users report saving 34% on contact center operational costs.

Channels

Create and manage conversations seamlessly using one interface

The old way: Traditionally, agents could only serve one customer, in one channel, and on one screen. This was cumbersome and negatively impacted customer experience.

The right way: Now, Flex lets agents manage tasks across multiple channels, all from one UI. Agents can save valuable time serving customers without being boxed into a channel, or spread across dozens of tabs.

Control your call routing programmatically

TaskRouter lets you control voice and digital interaction routing, to pair your customers with the best agent based on agent skills, attributes, or custom logic. Using TaskRouter, you can consistently improve routing flows based on the needs of your customer and business.

Intelligent workflow engine

Every interaction running through Twilio Flex invokes a workflow you can control using Studio, Twilio’s visual workflow editor. Dive into the workflows you build to iterate and update them with ease.

Reach your customers on the channels they care about most

Messaging

  • Chat
  • SMS
  • Facebook Messenger
  • Line
  • WhatsApp
  • Video

Voice

  • PSTN Voice in 100+ Countries
  • VoIP-embeddable in web and mobile apps

Twilio Flex User interface

One user interface for all channels and integrations

Twilio Flex User Interface

  • Support multiple integrations and channels in one UI

  • Give agents contextual awareness using IVRs and bots

  • Customize the look and feel of your UI

  • Reduce agent’s cognitive load

Contextual data

Empower agents to multi-task using up-to-date customer data that reflects the interaction they’re currently managing.

Integrations

Embed Twilio Flex within Salesforce or Zendesk, or nearly any other CRM.

Contextual intelligence for agents

Give your agents a fuller sense of the customer they’re serving. Combine data from customer interactions on Flex with your own historical business data via webhook.

Reaching customer satisfaction faster

Informed agents serve your customers better. Flex gives them access to historical customer data, preferences, and possible sales opportunities, enabling agents to work intelligently and contextually.

Watch your CSAT score soar

This dynamic results in the best customer-agent experience, delivered on one platform. Your customer is taken care of by a single agent, who’s empowered to switch channels without ever losing their connection to the customer.

Flex insights

Create, modify, share and consume reports while monitoring and managing critical KPIs

Reports and Dashboards

Create, modify, share, and consume reports with drag and drop ease.

  • Pre-built dashboards
  • Drill down to voice interaction from any report
  • Email based alerting with configurable thresholds
  • Scheduled dashboard and report emails

Extensibility

Define your own custom metrics and bust through data silos.

  • Define custom KPIs and metrics that fit your business
  • Quickly create and modify reports and dashboards with a custom report builder
  • Export dashboards and reports as an Excel File, CSV, PNG Image, or PDF
  • Load analyzed interaction data into your data warehouse using an export API

Partners

Twilio Flex provides you control and flexibility on one platform. If you need a hand outfitting your contact center, we know just the people for the job.

Browse through our complete list of Twilio Flex partners

Pricing

Choose from transparent, flexible pricing models that fit your business needs

Start for free
5000
Active user hours

Deploy Flex in minutes for free to start prototyping new dashboards for agents and new channels for your customers.

Scale flexibly
$1
Active user hour pricing

You only pay for the time users are active.

Active user hour pricing accommodates your needs, whether you’re working with distributed agents or scaling for seasonal traffic.


$150
Named user pricing

You’re charged a flat rate for each agent, supervisor, or administrator’s seat, regardless of traffic spikes or volume of activity.

Named user pricing offers you predictable pricing so you can plan your contact center roadmap with confidence.