a TWILIO OVERVIEW - CONTACT CENTER TECHNOLOGY AL COOK | PRODUCT DIRECTOR AND HEAD OF CONTACT CENTER | [email protected]
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a
TWILIO OVERVIEW - CONTACT CENTER TECHNOLOGYAL COOK | PRODUCT DIRECTOR AND HEAD OF CONTACT CENTER | [email protected]
TO BUILD CONVERSATIONS THROUGH YOUR SOFTWARE
COMMUNICATIONS BUILDING BLOCKS
INTELLIGENT ROUTING
COMMUNICATION APIs
CARRIER CONNECTIVITY IN-APP SDKs
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
AL COOK | @CALOZPOM
SOME CUSTOMERS
RETAIL REAL ESTATE FINANCE CONSUMER TECH
AUTOMOTIVE TRANSPORT HEALTHCARE SAAS & ENTERPRISE
ZENDESK VOICE AND SMS
Twilio Powered
In browser contextual calling and SMS handling for agents
Programmable Voice
Programmable SMS
LIGHTNING VOICE
Twilio Powered
Native voice calling within Salesforce
Programmable Voice
Twilio Client
CALL CENTER 2.0
Twilio Powered
Consolidate 17 disparate, legacy regional systems
Programmable Voice
IP Messaging
Programmable Video
Task Router
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
VOICEagile change management | flexible programming | augment existing offerings
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
PBXSIP
1-800-
• Provide richer data with socio-economic and demographic data through Twilio Marketplace Add-Ons.
ADD-ONSBETA
Caller ID Clean Call
Mobile Ownership
Advanced Caller ID
Phone Reputation Carrier InfoCaller
Name
Phone Intelligence
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
OMNI-CHANNELprogrammable routing | messaging | channel pivoting | intelligent bots
TASKROUTER GIVES OMNICHANNEL
AL COOK | @CALOZPOM
{"skill":"support",}
{"skill":"sales",}
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TWILIO
YOUR APP SERVER
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
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
AL COOK | @CALOZPOM
40% call deflection Rate
AL COOK | @CALOZPOM
AI BOTS FOR BETTER ROUTING AND SELF
AL COOK | @CALOZPOM
{"skill":"support",}
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TWILIO
MY APP SERVER
MEYA.AI
INITIAL CONVERSATION CONNECTED TO BOT
TASK UPDATED
BOT EITHER QUALIFIES INTENT OR HANDLES SELF SERVICE INTERACTIONS
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
A SUITE OF IP COMMUNICATIONS PRODUCTS
TWILIO CLIENT
NETWORK TRAVERSAL
TWILIO VIDEO
TASKROUTER
IP MESSAGINGSIP REGISTRATION
NOTIFY OTT MESSAGING
AUGMENT EXISTING CALL CENTER WITH TWILIO WEBRTC GATEWAY
AL COOK | @CALOZPOM
ADD WEBRTC TO YOUR PBX OR CALL CENTEREnable your employees or agents to take calls in the browser and provide a more informed customer experience
NO SOFTWARE OR HARDWARE UPGRADE REQUIREDNo need to update your premises equipment. Just forward particular numbers to Twilio’s Gateway over SIP or PSTN
ZERO CAPEXNo fees to get going. No hardware, no upgrade fees - just pay as you use it with completely elastic scale
EXPAND YOUR WORKER LOCATIONSWhether you’re opening a call center in the Philipines or enabling home workers, WebRTC makes expansion easy
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>
IN-APP CHAT FOR CUSTOMER SUPPORT
IN APP CHAT
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
NOTIFY
OTT MESSAGING TWO-WAY
AL COOK | @CALOZPOM
TWILIO IN THE CALL CENTER
E N D C A L L
John Smith
Wallace Grommit
SOFTWARE ENGINEER
ACCT MNGR
8 moCONTRACT
California, USALOCATION
@jsmith2Looking 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
Privileged & Confidential, Copyright 2014 Twilio Inc.Privileged & Confidential, Copyright 2014 Twilio Inc.
Any Questions?AL COOK | [email protected] |
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