Contact Center Industry News

TMCNet:  Twilio's Communications API Platform Powers New Breed of Contact Centers

[May 01, 2013]

Twilio's Communications API Platform Powers New Breed of Contact Centers

SAN DIEGO, May 1, 2013 /PRNewswire via COMTEX/ -- Twilio, the cloud communications company, today announced capabilities that extend Twilio's communications API platform into the rapidly growing cloud contact center market. Designed to enable a new breed of contact center, these capabilities allow enterprises to seamlessly migrate their traditional contact centers to the cloud, add new capabilities to existing on-premises systems, and build new cloud contact centers from scratch using standard web programming languages. In addition, Twilio is announcing the availability of a webinar entitled "Customer service solutions with Twilio: Build your best call center" at this link:

(Logo: "Traditional contact center solutions, both on-premise and hosted, took a one-size fits-all approach," said Jeff Lawson, CEO and co-founder of Twilio. "These solutions required customers to invest in costly and time intensive processes and consulting services, and hardware, to create contact centers that never really met their needs. Twilio enables a new breed of contact centers that can be up and running quickly, leverage advanced capabilities like WebRTC and other multi-channel communications, instantly scale to meet customer demand, and can be easily customized via standard web programming languages to address rapidly changing business requirements." Twilio has been extending its communications API platform with additional contact center-focused capabilities. For instance, WebRTC in Twilio Client enables enterprises to more easily add high voice quality click-to-call capabilities to agent-facing web applications. Updated Mobile SDKs allow contact centers to leverage remote workers and mobile workers using tablets and phones. Companies can also embed voice in their mobile apps to allow customers to call from the app and share the context without having to repeat information. New <SIP> from Twilio enables customers to build their application logic on Twilio and place calls from Twilio to a SIP-enabled endpoint (e.g.- IP PBX). These add to core platform features like instant number provisioning, porting, short and long-code SMS alert and notifications, call prompts, call queuing, hold music, call recording, text to speech, conferencing and other capabilities that serve as the underpinnings of full-function IVR systems.

Twilio's cloud platform and no contracts pay-as-you-go pricing model delivers significant advantages to companies as well. Those include the ability to instantly scale to meet increasing customer demands without overpaying for capacity, and eliminating potentially massive upfront hardware investments thereby transferring capex expenses to opex.

Twilio's contact center customer list includes a growing number of companies in a variety of industries building a new breed of contact center. According to Jameson Moore, Director, US Sales and Support at Wix, a leading provider of web services, "Leveraging specialized cloud service providers like Twilio, enabled us to create our contact center our way. With them, we were able to get our custom contact center up an running in just a few weeks when a more traditional implementation could have taken a year or more. This is critical for a rapidly growing company with limited resources." "The North American cloud contact center as a service (CCaaS) market continues to grow as the technology matures, larger customers adopt the service, and richer solutions become available," according to Daniel O'Connell and Drew Kraus of Gartner in the report entitled "Competitive Landscape: Cloud Contact Center as a Service Market, North America, 2011." "Better pricing, more flexible contracts, and Web tools for user management are contributing to increased market acceptance." Gartner predicts that the North America cloud contact center market alone will grow from $405 million to $921 million from 2011 to 2016, achieving a CAGR of 17.8%.

About TwilioTwilio (, the cloud communications company, is reinventing telecom by merging the worlds of cloud computing, web services and telecommunications. Twilio provides a telephony infrastructure web service in the cloud, allowing web developers to integrate phone calls, text messages and IP voice communications into their web, mobile and traditional phone applications. The company is privately held and is headquartered in San Francisco, California.

SOURCE Twilio NewsItemId=SF05141&Transmission_Id=201305011100PR_NEWS_USPR_____SF05141&DateId=20130501

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