Cloud communications provider Twilio recently expanded its communications API platform in the cloud contact center market. The capabilities provided by the API platform will allow enterprises to migrate their existing contact centers to the cloud, add new features to on-premise systems, or even build new cloud contact centers from scratch by leveraging standard Web programming languages.
At the beginning of April, Twilio joined the Google Cloud Platform Partner Program, integrating its communications API platform with Google's Cloud Platform products.
Twilio's communications API platform delivers a flexible, scalable and reliable way to communicate, allowing developers to build in-app dialing, conference calling, group testing, mobile app distribution, two-factor authentication and much more. In terms of the contact center, the platform offers a few unique capabilities.
First, the WebRTC in Twilio Client allows enterprises to add high-quality click-to-call features to Web applications, making it easier for customers to speak directly to an agent online. Updated Mobile SDKs, meanwhile, allow contact centers to leverage mobile works through their tablets and smartphones, while enabling companies to embed voice in their mobile apps. Finally, <SIP> from Twilio allows customers to build their application logic on Twilio as well as place calls from Twilio to a SIP-enabled endpoint.
Of course, contact center customers still have access to core platform features such as instant number provisioning, porting, call prompts, call queuing, hold music, call recording, text-to-speech, conferencing and more.
"Traditional contact center solutions, both on-premises and hosted, took a one-size fits-all approach," said Jeff Lawson, president and CEO of Twilio, in a statement. "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 multichannel communications, instantly scale to meet customer demand, and can be easily customized via standard Web programming languages to address rapidly changing business requirements," he added.
Edited by
Stefania Viscusi
