Twilio Flex + Calabrio
An intelligent, innovative, cloud-based pairing: scalable for contact centers of all sizes
Twilio Flex and Calabrio bring a fluid, data-rich experience to the contact center.
Customer satisfaction is the overarching goal of all contact centers. This is why Twilio and Calabrio are reinventing the way that you collect and analyze the valuable data that flows through your contact center, creating extraordinary customer experiences. Combined, you’ll unveil deep insight into your customer’s journey, allowing you to make informed business decisions and propel your workforce, customer satisfaction, and company forward.
No one knows your contact center better than you – by pairing Calabrio and Twilio Flex, you’ll empower managers, agents, and developers like never before. Twilio is the first fully-programmable cloud contact center, giving you infinite flexibility and customization. Calabrio is the industry’s leading customer experience intelligence suite, helping you to illuminate compelling insights and enrich human interactions with a complete workforce engagement management solution. Paired together, you’ll leverage the insights we deliver to empower and engage contact center employees, helping you to reach your unique business objectives more efficiently.
Increase Operational Efficiency with Calabrio ONE
Enable your agents to work smarter—and your contact center operate more efficiently. Maintain high levels of customer service and keep costs low by better identifying how many agents you’ll need. More accurately schedule agents on all customer communication channels; phone, email, chat based on past call volumes and trends.
Improve the Customer Experience with Calabrio ONE
Deliver a higher-quality, more consistent customer experience across every channel.
Know what happens in every customer interaction with 100% call recording and capture.
Quickly identify the need for targeted agent training and provide one-on-one coaching with flexible evaluation forms.
Discover the Voice of Your Customer with Calabrio ONE
Why rely on surveys to find out what your customers really want?
Make better, faster, data-driven decisions by understanding all customer interactions.
Accelerate sales, manage risk and enhance customer engagement with analytics that can help you uncover insights directly from customers.
Why Pair Calabrio with Twilio Flex?
The Information You Need – How You Want to See It
Twilio Flex and Calabrio place high value on giving contact centers the ability to customize how they see the information that’s important to them. Twilio Flex is fully programmable−every part of the stack can be customized to exactly what your business does. Calabrio gives managers and agents the opportunity to create custom dashboards and reports−showing you the information that’s important to you, displayed how you want to see it.
With the unique pairing of Twilio Flex and Calabrio, you’ll have access to actionable data that can be arranged in reports that are custom for you. Fully aggregate and integrate your data so that it’s easy to understand the contact center insights buried throughout your organization, and give your agents a fuller sense of the customer they’re serving. Click here for more information about advanced reporting.
Why Choose Calabrio for Your Contact Center?
Calabrio and Twilio Flex were both developed with scalability in mind. It’s easy to scale up or down with your unique demands, never leaving you to feel constrained from expanding or condensing your business as needed.
Both Twilio and Calabrio pride themselves in paving the way for the contact center industry with cutting-edge technologies, ease of use, and customized user experiences.
Our approach to risk and compliance is based on deep industry knowledge. Whether it’s PCI, HIPAA, Sarbanes-Oxley, Frank-Dodd, or MiFID, we understand the complexities of both your industry and your customer interactions.
Calabrio & Twilio Flex Travel Well Together: Global Deployment Options
Calabrio serves all industries and has been commonly utilized in:
- Financial Institutions
- Financial Organizations
Want to read more about how Calabrio is empowering organizations in your industry?
Learn More about Twilio Flex
Compatible product(s): Calabrio ONE Suite, Calabrio Teleopti WFM