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

Contact centre as a service (CCaaS) makes the power of a modern contact centre 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 programmemable approach to the contact centre

Twilio powers over 800 billion customer interactions in a year and over 500,000 contact centre agents around the world. Twilio has introduced a new approach to CCaaS with Twilio Flex. With Twilio Flex, the programmemable contact centre platform, businesses get complete control to build the exact contact centre 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 programmemability and scale globally using built-in connectivity.

When we say “programmemable,” the customer can customise Twilio Flex to build the contact centre solution they need. Customer service leaders and development teams can collabourate 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 programmemable solution like Twilio Flex lets companies deliver exactly the customer experience they want, across any communication channel. Businesses can build customised contact centres that deliver a differentiated customer and agent user experience, and instantly change any aspect of those contact centres 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 analyse the valuable data that flows through their contact centres. 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 customise 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-personalised, 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 centre 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 centres!

Find out more about Calabrio and Twilio Flex.

1SDMR International.

As Chief Marketing Officer, Ross is responsible for Calabrio’s global marketing efforts, including digital marketing, demand generation and pipeline marketing, content strategy and creation, customer marketing, partner marketing, and corporate communications. Ross is also responsible for supporting Calabrio’s partners–driving strategic technology and platform partner relationships, channel programs and marketing, and developer and services partners. Prior to joining Calabrio in 2017, Ross spent 18 years at Cisco in roles encompassing product management, product marketing and marketing, including serving as the Senior Director of Collaboration Marketing for Cisco’s nearly $5B Collaboration business. Ross holds a BA in English from Harvard University and an MBA from Babson College.
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