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Twilio Contact Center Overview

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How to use communications building blocks to build the contact center of the future via software

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Twilio Contact Center Overview

  1. 1. a TWILIO OVERVIEW - CONTACT CENTER TECHNOLOGY AL COOK | PRODUCT DIRECTOR AND HEAD OF CONTACT CENTER | AL@TWILIO.COM
  2. 2. TO BUILD CONVERSATIONS THROUGH YOUR SOFTWARE COMMUNICATIONS BUILDING BLOCKS INTELLIGENT ROUTING COMMUNICATION APIs CARRIER CONNECTIVITY IN-APP SDKs
  3. 3. AL COOK | @CALOZPOM 1,000,000 Developers 90,000 Paying Customers 75 billion API requests 500,000 Developer apps NYSE: TWLO June 23, 2016 Q1 ’16: $59M >80% YoY growth
  4. 4. AL COOK | @CALOZPOM SOME CUSTOMERS RETAIL REAL ESTATE FINANCE CONSUMER TECH AUTOMOTIVE TRANSPORT HEALTHCARE SAAS & ENTERPRISE
  5. 5. ZENDESK VOICE AND SMS Twilio Powered In browser contextual calling and SMS handling for agents Programmable Voice Programmable SMS
  6. 6. LIGHTNING VOICE Twilio Powered Native voice calling within Salesforce Programmable Voice Twilio Client
  7. 7. CALL CENTER 2.0 Twilio Powered Consolidate 17 disparate, legacy regional systems Programmable Voice IP Messaging Programmable Video Task Router
  8. 8. Twilio allows us to treat our contact center as software. With Twilio, we’re going from 13 different implementations to one solution for all ING countries. R U T G E R D E S M E T C H A P T E R L E A D C O O O M N I C H A N N E L E X P E R I E N C E , I N G
  9. 9. VOICE agile change management | flexible programming | augment existing offerings
  10. 10. AL COOK | @CALOZPOM AGILE VOICE CHANGE MANAGEMENT ITERATE IVR FLOWS SCREEN POP++ • Track usage of calls coming from click-to- call or dialed • Measure value of marketing campaigns • Forward calls to Twilio over SIP and do IVR on Twilio • A/B testing of call flows with more agility CALL TRACKING • Lower friction to customers calling • Pass context of customer journey to agent • Schedule call backs CLICK TO CALL PBX SIP 1-800- • Provide richer data with socio-economic and demographic data through Twilio Marketplace Add- Ons. ADD-ONS BETA Caller ID Clean Call Mobile Ownership Advanced Caller ID Phone Reputation Carrier Info Caller Name Phone Intelligence
  11. 11. AL COOK | @CALOZPOM SIP TRUNKING AND PHONE NUMBER Instantly provision your IP infrastructure with global voice connectivity designed for resilience • PSTN connectivity in 55+ countries • Instant provisioning with no contracts • On demand scaling - no need to maintain your own spare number inventory • SMS, MMS and recording enabled • Highly available global service • Fallback to Twilio Cloud if local equipment outage
  12. 12. OMNI-CHANNEL programmable routing | messaging | channel pivoting | intelligent bots
  13. 13. TASKROUTER GIVES OMNICHANNEL AL COOK | @CALOZPOM { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 TWILIO YOUR APP SERVER
  14. 14. A new case is automatically created Agent can respond directly from within ticket SMS + MMS Alerts Use SMS for marketing or support notifications and 2-way interaction 543221 3 4 5 Your business logic automatically responds User sends an SMS to your toll-free support number
  15. 15. AL COOK | @CALOZPOM OMNICHANNEL: SMS CHANNEL PIVOT 1-800-YOURBIZ PBX 1) EACH TIME A CALLER RINGS, SEND TEXT OFFERING CHANNEL PIVOT 2) CUSTOMER CAN HANG UP AND CONTINUE BY SMS. MESSAGES GO TO AGENT UI ROUTED BY TASKROUTER
  16. 16. AL COOK | @CALOZPOM 40% call deflection Rate
  17. 17. AL COOK | @CALOZPOM
  18. 18. AI BOTS FOR BETTER ROUTING AND SELF AL COOK | @CALOZPOM { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 { "skill":"suppor } { "skill":"support", } 1 2 3 1 2 3 TWILIO MY APP SERVER MEYA.AI INITIAL CONVERSATI ON CONNECTED TO BOT TASK UPDATED BOT EITHER QUALIFIES INTENT OR HANDLES SELF SERVICE INTERACTIO NS
  19. 19. AL COOK | @CALOZPOMPHOTO CREDIT: GILLES LAMBERT VIA CHRIS It’s 2016 and you still can’t message a business like you would a friend. Let’s fix that. - Ben Eidelson WEBRTC AND REAL-TIME COMMS
  20. 20. A SUITE OF IP COMMUNICATIONS PRODUCTS TWILIO CLIENT NETWORK TRAVERSAL TWILIO VIDEO TASKROUTER IP MESSAGING SIP REGISTRATION NOTIFY OTT MESSAGING
  21. 21. AUGMENT EXISTING CALL CENTER WITH TWILIO WEBRTC GATEWAY AL COOK | @CALOZPOM ADD WEBRTC TO YOUR PBX OR CALL CENTER Enable your employees or agents to take calls in the browser and provide a more informed customer experience NO SOFTWARE OR HARDWARE UPGRADE REQUIRED No need to update your premises equipment. Just forward particular numbers to Twilio’s Gateway over SIP or PSTN ZERO CAPEX No fees to get going. No hardware, no upgrade fees - just pay as you use it with completely elastic scale EXPAND YOUR WORKER LOCATIONS Whether you’re opening a call center in the Philipines or enabling home workers, WebRTC makes expansion easy
  22. 22. AL COOK | @CALOZPOM TWILIO VIDEO WebRTC SDK for JS, iOS and Android Use for voice and video calls where all ends are SDKs Exposed through SDK and controlled through SDK No integration today with <Conference> <Record>
  23. 23. IN-APP CHAT FOR CUSTOMER SUPPORT IN APP CHAT
  24. 24. AL COOK | @CALOZPOM IP MESSAGING Multi-party chat capabilities for iOS, Android and JS with history and state sync’d across multiple devices Chat specific convenience functions like typing indicators, read state, push notifications Can transmit rich multimedia content or user defined JSON objects for embedding contextual data
  25. 25. NOTIFY
  26. 26. OTT MESSAGING TWO-WAY
  27. 27. AL COOK | @CALOZPOM TWILIO IN THE CALL CENTER END CALL John Smith Wallace Grommit SOFTWARE ENGINEER ACCT MNGR 8 mo CONTRACT California, USA LOCATION @jsmith2 Looking forward to this new #twilio product realse. CREDIT LIMIT VOICE SMS CHAT SOCIAL VIDEO SIP TRUNK EXISTING CALL CENTER OMNI-CHANNEL AGENTS SIP PHONES ENHANCE EXISTING CALL CENTER FLOWS INTEGRATE NEW CHANNELS WITH EXISTING SIP PHONES
  28. 28. Privileged & Confidential, Copyright 2014 Twilio Inc.Privileged & Confidential, Copyright 2014 Twilio Inc. Any Questions? AL COOK | AL@TWILIO.COM |

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