Global Convenience Store Leader
Improving Caller Customer Service With Cloud-Based Twilio Flex
Challenge + Opportunity
A legacy, on-premises contact center solution experienced frequent platform outages. More than 250 agents needed to be migrated to a cloud-based contact center built on Twilio Flex.
Solution Highlights
We integrated both ZenDesk and ServiceNow with Flex, and also included several customizations such as an IVR prompt management, recording encryption, and custom dashboards.
Key Benefits
Migrating to Twilio Flex increased contact center reliability and decreased outages and downtime. Integrations with Zendesk and ServiceNow provide agents with more complete visibility.
