Twilio Flex
More info
- Owner
- Twilio
- Released
- Type
- Contact centre (CCaaS)
Twilio's programmable cloud contact centre from 2018, built on top of the company's voice and SMS APIs.
Flex launched in 2018 and took Twilio a step further: from building blocks (voice, SMS, video as APIs) to a ready-made but fully editable contact-centre platform. The agent interface is a React app the customer can rewrite line by line, while call routing and queues rest on Twilio's existing communications cloud.
Its pitch was pricing and openness against the older, locked-down contact centres from Avaya and Genesys: pay per active hour or per seat, and change anything in code. That put Twilio between CPaaS (APIs) and CCaaS (a finished service) — a hybrid few rivals matched.