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

© 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?
- Offering work?
“Accelerating with a Cloud Contact Center”
presentation & demo will start at 6:20pm…

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)

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?

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 Kolencherry, Sr. Product
Marketing Manager at Twilio
6
The Feature Presentation
(not the full “Migration of the Nation” :)

Augmenting, Adapting and
Accelerating with a Cloud
Contact Center
Photo by Elena
Koycheva on Unsplash

© 2020 TWILIO, INC. ALL RIGHTS
RESERVED.
Agenda

RESERVED.

RESERVED.
Top 3 CX Challenges
Limited
Integrations
Inflexible
Systems
Limited
Security

RESERVED.
The Augmentation Approach
❏ Modernize without a rip-and-replace
❏ Add new services at your own pace
❏ Reduce complexity of unnecessary upgrades

RESERVED.
Self-service
Automation
SIP
Connectivity
Adding
New Channels

RESERVED.
c
Process payments
Conversation IVR: Generic vs
Personalized menu
Self-service for digital channels:
collecting information
Artificial Intelligence to automate
responses

RESERVED.
Speed up service through new channels
Integrate your own custom channel

RESERVED.
Reduce cost
PAYG
Worldwide PSTN connectivity
Measure call quality
BYOC TRUNK
c

RESERVED.
Putting it in practice

RESERVED.
Common Goals Organizations Look For
When Setting Up Contact Centers
Low
Impact
Speed Up
Deployment
Expand
Coverage

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.
RESERVED.
37
counties in Ohio without
211 coverage.
Powered by Twilio Flex
and Autopilot.
Expand
Coverage
Low Operational
Impact
Speed Up
Implementation

RESERVED.
Transform your customer experience by
augmenting your contact center

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

✅ Sends traffic over provider-to-provider trunk to Twilio
❌ Slightly more difficult to set up; might need VPN or private connectivity
SIP Interface

✅ 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

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

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

Twilio Studio
• Can transfer to your app that
generates TwiML, to Flex, to
Autopilot, or to another number

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>

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
…

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

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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