New Calabrio ONE and Twilio Flex Integration Offers a Flexible, Data-Rich Experience for Cloud Contact Centers - Calabrio

New Calabrio ONE and Twilio Flex Integration Offers a Flexible, Data-Rich Experience for Cloud Contact Centers

Two industry powerhouses come together to provide customer service teams with valuable customer insights on a customizable cloud contact center platform

Minneapolis — March 3, 2020 — Calabrio, the customer experience intelligence company, today announced a deep technology integration with Twilio (NYSE: TWLO) and Twilio Flex, its programmable contact center platform. The cloud-to-cloud integration fills a big gap for modern contact centers wishing for a customizable, data-driven environment by combining the capabilities of workforce engagement management (WEM) and contact center as a service (CCaaS).

With the Calabrio ONE and Twilio Flex integration, contact centers can leverage one combined platform for fine-tuned communication routing and workflows, channel expansion, data capture, quality evaluations, powerful analytics and workforce management. Calabrio ONE and Twilio are hosted on the same cloud computing web services ensuring a tighter, secure and reliable integration.

“There is a clear shift in the contact center marketplace as customers desire a connected environment rather than disparate systems or data siloes. To deliver on our customers’ desire to aggregate this powerful data, we are partnering with leading telephony platforms to drive data-rich interactions for companies and their customers,” said Matt Matsui, chief product officer at Calabrio. “To enable this change for customers, Calabrio is strengthening its integration with Twilio and increasing the functionality between platforms based on flexible, customer-centric innovation. Both companies put users at the center of everything they do, resulting in solutions that hit the mark for today’s modern organizations.”

This full-suite integration provides customer service organizations with an out-of-the-box, intelligent engine that features a rich, customizable set of insights and transforms all workforce and customer data into valuable knowledge, plans and action. Teams more easily understand the customer journey, forecast and schedule agents for interactions, tap into intelligent interaction analytics, flow important information through to agents and engage and empower them for elevated customer experiences.

Born from the hypergrowth and flexibility of CCaaS and communications platform as a service (CPaaS), contact centers are adopting and realizing the advantages of programmable cloud contact center platforms, like Twilio Flex.

“Twilio powers over 800 billion customer interactions in a year and over 500,000 contact center agents around the world,” said Elliot Goldwater, director, global business development at Twilio. “Together, Twilio Flex and Calabrio ONE offer a seamless integration that gives businesses the control to design and deliver better customer service and improve agent experiences at scale.”

For customers using Twilio Flex, integration with the Calabrio ONE suite is now available. For more information, visit calabrio.com/twilio-flex or contact your Twilio or Calabrio representative or reseller.

See a live demo and meet the Calabrio and Twilio teams at Enterprise Connect (March 30-April 2, 2020).


About Calabrio
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behavior and sentiment and derives compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Find more at calabrio.com/ and follow @Calabrio on Twitter.

Calabrio, Calabrio ONE® and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

Media Contact
Katie Brady
[email protected]

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