In 8 days, they were able to implement a new contact center - Twilio Flex - to allow employees to work remotely, completely remotely, from the start of the lockdown. We talk a lot about new AI technologies like ChatGPT that will revolutionize our ways of working. Imagine that you could allow your advisors to be assisted by automatically generated responses, to whatsapp philippines number reduce response times and increase productivity… Agile platforms, thanks to their APIs ( see example here ), allow you to experiment with these innovations in just a few days and a few lines of code without having to wait for a possible product update! How would you summarize the ideal contact center of 2023? For us at Twilio, the ideal contact center is much more than a “contact center” - it’s a customer engagement platform that enables the orchestration of all customer conversations across the enterprise, regardless of channel, whether for customer acquisition, sales, service, or retention.
For us, the contact center of 2023 isn’t the one you replace every 5 or 6 years… it’s the one that puts you in control. The one that can evolve quickly and continually reinvent itself, based on the needs of your team and your business, and that doesn’t get overwhelmed by the pace of change that’s driven or imposed. Discover all the 2023 Contact Center trends in our CCW report here .At Twilio, we take blogging very seriously. To help us understand what content is performing well and what isn’t on our blog, we have a dashboard that combines the metadata we keep for each post—like author, team, product, publication date, etc.