Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex - Calabrio
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Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive.

These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan.

Our strategy is to partner with leading CCaaS as well as CPaaS (Communications platform as a service) vendors that offer unique solutions and possibilities in their own rights, then quickly deliver Calabrio ONE integrations that immediately benefit our customers.

One such Calabrio CCaaS partner is Twilio—and today we announced a new, cloud-to-cloud integration between Calabrio ONE and Twilio Flex.

Twilio Flex: A programmable approach to the contact center

Twilio powers over 800 billion customer interactions in a year and over 500,000 contact center agents around the world. Twilio has introduced a new approach to CCaaS with Twilio Flex. With Twilio Flex, the programmable contact center platform, businesses get complete control to build the exact contact center solution they need to fit their needs. Businesses can design and iterate on new customer and agent experiences using the creativity of developers, API-based programmability and scale globally using built-in connectivity.

When we say “programmable,” the customer can customize Twilio Flex to build the contact center solution they need. Customer service leaders and development teams can collaborate to introduce new capabilities, for instance, custom communication workflows and user interfaces, adding new communications channels, and integrating existing technologies at their own pace.

A programmable solution like Twilio Flex lets companies deliver exactly the customer experience they want, across any communication channel. Businesses can build customized contact centers that deliver a differentiated customer and agent user experience, and instantly change any aspect of those contact centers as often as they want. Businesses such as Allianz, Southwest Airlines and Compucom use Twilio Flex and Cover, a Twilio Flex customer, has experienced 57% faster response time and an 8% higher resolution rate since making the switch to Twilio Flex.

Flexible, data enriched experiences with the Calabrio ONE integration

The deep integration of the Calabrio ONE suite with Twilio Flex offers customers the ability to easily augment Twilio Flex by integrating with and leveraging workforce optimization (WFO) / workforce engagement management (WEM) capabilities from an industry leader like Calabrio.

I like to say Twilio and Calabrio are reinventing the way companies collect and analyze the valuable data that flows through their contact centers. Together, we’re helping our customers create extraordinary agent and customer experiences.

Elliot Goldwater, Director of Global BD at Twilio feels the same, “This integration comes from both companies’ customer-centric approach to innovation and integrations. We listened to our existing joint customers: where they want to go with their service and what they need to achieve it. Many customers we’ve spoken with are very excited about the opportunity to boost their Twilio Flex deployment and agent engagement with Calabrio’s dynamic workforce forecasting and scheduling, next-level quality management and AI-fueled interaction analytics.”

Specifically, I think four key things about this integration really appeal to Twilio Flex customers:

  1. They gain access to the key workforce management (WFM) and other WFO/WEM capabilities they crave and become able to easily integrate and grow their WFO initiative through connection with external tools.
  2. They easily can customize and configure their WFO capabilities to fit their own, unique business requirements—just like they do with Twilio.
  3. They can more quickly and easily train users thanks to Calabrio’s single, intuitive user interface.
  4. And they also get access to hyper-personalized, suite-wide reporting—at no extra cost.

How Twilio Flex and Calabrio ONE will work together: Practical examples

One example of this new integration is a contact center that’s changing WFO solutions AND moving to the cloud. Either one of those projects can be a challenge for any administrator, with a lot to learn and troubleshoot, let alone both at the same time. So the admin wants third-party integrations that are easy and seamless to administer. He or she wants data to flow freely between solutions. They want easy reporting on systems and users.

But there also are things the admin doesn’t want. He or she doesn’t want things to break. And they don’t want to have to administer users and applications in multiple places.

Calabrio and Twilio Flex together give that admin everything he or she wants—and nothing they don’t want.

Another example is how Twilio Flex and Calabrio ONE work together to improve quality management. In this instance, Twilio records the calls, then the recordings and their associated metadata are automatically imported into Calabrio ONE in near real-time for evaluation and reporting.

What’s unique about the integration?

Since both Calabrio ONE and Twilio Flex are hosted on the same cloud computing web services, this is a cloud-to-cloud integration that leverages cloud-native tools. That makes the integration tighter, more secure and more reliable.

Also, as both Calabrio ONE and Twilio Flex were both developed with scalability in mind, it’s easy to ramp up or down either one—or both—whenever needed.

From both sides, we’re excited about this cloud-native integration and the flexible, data-rich experiences it offers to cloud contact centers!

Find out more about Calabrio and Twilio Flex.

1SDMR International.

Ross Daniels
As Vice President of the Global Partner Organization at Calabrio, Ross Daniels is responsible for strategic technology and platform partners, reseller/channel partners, third party developer partners, services partners and system integrators. Ross identifies key growth opportunities through platform partner development and corresponding product integration programs. He also manages the integration of acquired technologies into the Calabrio ONE suite to create best-of-breed solutions. With more than 20 years of marketing, product marketing and product management experience in technology and telecommunications, Ross brings extensive expertise to Calabrio. Prior to joining Calabrio, Ross spent 18 years at Cisco where he served as the Senior Director of Collaboration Marketing for Cisco’s nearly $5B Collaboration business. There, he oversaw product positioning, solution messaging, collateral, channel engagement and go-to-market activities for Unified Communications, Conferencing, Telephony and Video Endpoints, and Customer Care/Contact Center. While at Cisco, Ross partnered with Calabrio to bring Calabrio’s WFO solutions into customers’ contact centers. Ross is also a seasoned speaker, having presented at numerous industry events including Voicecon/Enterprise Connect, Wireless Enterprise Symposium, Enterprise 2.0, Dreamforce, Frost & Sullivan Customer Contact, IWCE, Customer Interact, Cisco Collaboration Summit, and Cisco Live. Ross holds a Bachelor of Arts degree in English from Harvard University and a Master of Business Administration degree from Babson College.
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