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© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Serverless
Meetup
Welcome to ServerlessToronto.org
“Home of Less IT Mess”
1
Introduce Yourself ☺
- Why are you here?
- Looking for work?
- O...
Serverless is not just about the Tech:
2
Serverless is New Agile & Mindset
#1 Serverless Dev
(Back-end FaaS dev, but
turne...
Upcoming #ServerlessTO Online Meetups
3
1. What’s the big deal with Graph Databases? – Alex Barbosa
Coqueiro Head of Publi...
Why Contact Center Topic?
4
Why Twilio?
5
Frequent “COVID-19
style” Leadership: One can do Good &
make Profits:
How to Augment existing Call
Centers to burst-out calls to Cloud
Karla Nussbaumer, Head of Technical
Marketing & Patrick K...
Augmenting, Adapting and
Accelerating with a Cloud
Contact Center
Photo by Elena
Koycheva on Unsplash
Legal disclaimer
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Agenda
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Top 3 CX Challenges
Limited
Integrations
Inflexible
Systems
Limited
Security
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
The Augmentation Approach
❏ Modernize without a rip-and-replace
❏ Add new service...
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Self-service
Automation
SIP
Connectivity
Adding
New Channels
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
c
Process payments
Conversation IVR: Generic vs
Personalized menu
Self-service fo...
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Speed up service through new channels
Integrate your own custom channel
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Reduce cost
PAYG
Worldwide PSTN connectivity
Measure call quality
BYOC TRUNK
c
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Putting it in practice
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Common Goals Organizations Look For
When Setting Up Contact Centers
Low
Impact
Sp...
5
hours to deploy Flex
with voice, SMS, chat
and self-service
95%
agents WFH.
Built connectivity
dashboards to measure
int...
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Transform your customer experience by
augmenting your contact center
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
●
●
●
●
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Serverless
Meetup
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Pointing voice traffic to Twilio
Legacy Carrier Legacy SBC Twilio
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Pointing voice traffic to Twilio
Legacy Carrier Legacy SBC Twilio
DID
✅ Easy to se...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Pointing voice traffic to Twilio
Legacy Carrier Legacy SBC Twilio
✅ Sends traffic ...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Pointing voice traffic to Twilio
Legacy Carrier Legacy SBC Twilio
✅ Sends traffic ...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
YO UR AP P
Webhooks TwiML Response
Call Control
• We send a webhook to your
applic...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Twilio Studio
• Visual way to create call and
messaging flows
• Considerably faste...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Twilio Studio
• Can transfer to your app that
generates TwiML, to Flex, to
Autopil...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Getting out of the media path with <Refer>
<?xml version="1.0" encoding="UTF-8"?>
...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
How do you send context back?
sip:+15127762323@REDACTED?X-Magic=more-magic&User-to...
© 2019 TWILIO INC. ALL RIGHTS RESERVED.
Things to keep in mind about <Refer>
• Only X- headers and UUI are supported
• REF...
© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Q & A
How to augment On-premise Call Centers to Scale-out to the Cloud
How to augment On-premise Call Centers to Scale-out to the Cloud
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How to augment On-premise Call Centers to Scale-out to the Cloud

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Twilio experts show how to augment existing Call Centers to burst-out calls into the Cloud (by creating AI-based IVR-s, adding new communication channels & using SIP to add cloud voice capabilities to your existing VoIP infrastructure), so YOU – too, can help businesses deal with the increased call volumes in the new #COVID19 world.

Event details: https://www.meetup.com/Serverless-Toronto/events/271150279/
Event recording: https://youtu.be/32SA_LEmDTU

For more exciting learning opportunities, join our #ServerlessTO community: https://www.meetup.com/Serverless-Toronto/about/

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How to augment On-premise Call Centers to Scale-out to the Cloud

  1. 1. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Serverless Meetup
  2. 2. Welcome to ServerlessToronto.org “Home of Less IT Mess” 1 Introduce Yourself ☺ - Why are you here? - Looking for work? - Offering work? “Accelerating with a Cloud Contact Center” presentation & demo will start at 6:20pm…
  3. 3. Serverless is not just about the Tech: 2 Serverless is New Agile & Mindset #1 Serverless Dev (Back-end FaaS dev, but turned into gluing APIs and Managed Services) #2 We're obsessed to creating business value (meaningful MVPs, Products), to empower Business users #3 We build bridges between Serverless Community (“Dev leg”), and Front-end & Voice- First developers & User Experience designers (“UX leg”) #4 Achieve agility NOT by “sprinting” faster (like in Scrum), but working smarter (by using bigger building blocks and less Ops)
  4. 4. Upcoming #ServerlessTO Online Meetups 3 1. What’s the big deal with Graph Databases? – Alex Barbosa Coqueiro Head of Public Sector Solutions Architecture for Latin America, Canada and Caribbean at AWS ** AUG 6 @ 6pm ** 2. Your Presentation ☺ ** WHY NOT SHARE THE KNOWLEDGE?
  5. 5. Why Contact Center Topic? 4
  6. 6. Why Twilio? 5 Frequent “COVID-19 style” Leadership: One can do Good & make Profits:
  7. 7. How to Augment existing Call Centers to burst-out calls to Cloud Karla Nussbaumer, Head of Technical Marketing & Patrick Kolencherry, Sr. Product Marketing Manager at Twilio 6 The Feature Presentation (not the full “Migration of the Nation” :)
  8. 8. Augmenting, Adapting and Accelerating with a Cloud Contact Center Photo by Elena Koycheva on Unsplash
  9. 9. Legal disclaimer
  10. 10. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Agenda
  11. 11. © 2020 TWILIO, INC. ALL RIGHTS RESERVED.
  12. 12. © 2020 TWILIO, INC. ALL RIGHTS RESERVED.
  13. 13. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Top 3 CX Challenges Limited Integrations Inflexible Systems Limited Security
  14. 14. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. The Augmentation Approach ❏ Modernize without a rip-and-replace ❏ Add new services at your own pace ❏ Reduce complexity of unnecessary upgrades
  15. 15. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Self-service Automation SIP Connectivity Adding New Channels
  16. 16. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. c Process payments Conversation IVR: Generic vs Personalized menu Self-service for digital channels: collecting information Artificial Intelligence to automate responses
  17. 17. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Speed up service through new channels Integrate your own custom channel
  18. 18. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Reduce cost PAYG Worldwide PSTN connectivity Measure call quality BYOC TRUNK c
  19. 19. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Putting it in practice
  20. 20. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Common Goals Organizations Look For When Setting Up Contact Centers Low Impact Speed Up Deployment Expand Coverage
  21. 21. 5 hours to deploy Flex with voice, SMS, chat and self-service 95% agents WFH. Built connectivity dashboards to measure internet at the agents’ homes. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. 37 counties in Ohio without 211 coverage. Powered by Twilio Flex and Autopilot. Expand Coverage Low Operational Impact Speed Up Implementation
  22. 22. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Transform your customer experience by augmenting your contact center
  23. 23. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. ● ● ● ●
  24. 24. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Serverless Meetup
  25. 25. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Pointing voice traffic to Twilio Legacy Carrier Legacy SBC Twilio
  26. 26. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Pointing voice traffic to Twilio Legacy Carrier Legacy SBC Twilio DID ✅ Easy to set up — just forward the call to a DID ❌ Pain to send information from IVR back — either trombone or send out-of-band
  27. 27. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Pointing voice traffic to Twilio Legacy Carrier Legacy SBC Twilio ✅ Sends traffic over provider-to-provider trunk to Twilio ❌ Slightly more difficult to set up; might need VPN or private connectivity SIP Interface
  28. 28. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Pointing voice traffic to Twilio Legacy Carrier Legacy SBC Twilio ✅ Sends traffic over provider-to-provider trunk to Twilio ❌ Slightly more difficult to set up; might need VPN or private connectivity 💥 New: <Refer> verb lets you use SIP REFER to get Twilio out of media path SIP Interface
  29. 29. © 2019 TWILIO INC. ALL RIGHTS RESERVED.
  30. 30. © 2019 TWILIO INC. ALL RIGHTS RESERVED.
  31. 31. © 2019 TWILIO INC. ALL RIGHTS RESERVED.
  32. 32. © 2019 TWILIO INC. ALL RIGHTS RESERVED.
  33. 33. © 2019 TWILIO INC. ALL RIGHTS RESERVED.
  34. 34. © 2019 TWILIO INC. ALL RIGHTS RESERVED.
  35. 35. © 2019 TWILIO INC. ALL RIGHTS RESERVED. YO UR AP P Webhooks TwiML Response Call Control • We send a webhook to your application upon an incoming call • Your app responds with TwiML • TwiML tells us what action to take with the call
  36. 36. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Twilio Studio • Visual way to create call and messaging flows • Considerably faster than writing a TwiML app by hand • Can use HTTP request or Twilio Functions to do data dips
  37. 37. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Twilio Studio • Can transfer to your app that generates TwiML, to Flex, to Autopilot, or to another number
  38. 38. © 2019 TWILIO INC. ALL RIGHTS RESERVED.
  39. 39. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Getting out of the media path with <Refer> <?xml version="1.0" encoding="UTF-8"?> <Response> <Refer> <Sip>sip:+15127762323@REDACTED?X-Magic=more-magic&User-to-User=billing </Sip> </Refer> </Response>
  40. 40. © 2019 TWILIO INC. ALL RIGHTS RESERVED. How do you send context back? sip:+15127762323@REDACTED?X-Magic=more-magic&User-to-User=billing REFER sip:+15127762323@REDACTED:5060;transport=udp SIP/2.0 … User-Agent: Twilio Gateway User-to-User: billing X-Magic: more-magic X-Twilio-CallSid: REDACTED …
  41. 41. © 2019 TWILIO INC. ALL RIGHTS RESERVED. Things to keep in mind about <Refer> • Only X- headers and UUI are supported • REFER from Twilio via <Refer> is publicly available and GA today • REFER to Twilio is currently in a private beta (public beta soon!) • Parameters pairs can be attached to X- headers and UUI • No Studio widget today — have to use the Redirect widget to a piece of TwiML • Cannot be used for warm transfers from Flex to another CC
  42. 42. © 2020 TWILIO, INC. ALL RIGHTS RESERVED. Q & A

Twilio experts show how to augment existing Call Centers to burst-out calls into the Cloud (by creating AI-based IVR-s, adding new communication channels & using SIP to add cloud voice capabilities to your existing VoIP infrastructure), so YOU – too, can help businesses deal with the increased call volumes in the new #COVID19 world. Event details: https://www.meetup.com/Serverless-Toronto/events/271150279/ Event recording: https://youtu.be/32SA_LEmDTU For more exciting learning opportunities, join our #ServerlessTO community: https://www.meetup.com/Serverless-Toronto/about/

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