1.
a
4 WAYS TO AUGMENT YOUR CONTACT CENTER
AL COOK | PRODUCT DIRECTOR AND HEAD OF CONTACT CENTER | AL@TWILIO.COM
BUILDING BLOCKS FOR NEXT
GENERATION CONTACT CENTERS

2.
You Use Twilio
2

3.
3
You Use Twilio

4.
CALL CENTER 2.0
Twilio
Powered
Consolidate 17 disparate, legacy regional systems
Programmable
Voice
IP
Messaging
Programmable
Video
Task
Router

5.
Twilio allows us to treat our contact center as software.
With Twilio, we’re going from 13 different
implementations to one solution for all ING countries.
R U T G E R D E S M E T
C H A P T E R L E A D C O O O M N I C H A N N E L E X P E R I E N C E , I N G

6.
THE BUILDING BLOCKS FOR BETTER CUSTOMER EXPERIENCE
AL COOK | @CALOZPOM
INTELLIGENT ROUTING IN-APP EXPERIENCES
PSTN Voice, SMS,
MMS, SIP Interfaces
and VoIP SDKs made
available as modular
building blocks
TaskRouter is the
beating heart of a call
center, made available
as a vendor agnostic
Cloud API
Deliver the richest most
contextual experiences
with IP communication
SDKs
COMMUNICATION API’S
Global carrier
connectivity
provides multi-function
numbers and unrivaled
reliability
CARRIER CONNECTIVITY

7.
AL COOK | @CALOZPOM
1,000,000
Developers
90,000
Paying Customers
75 billion
API requests
500,000
Developer apps
NYSE: TWLO
June 23, 2016
Q1 ’16: $59M
>80% YoY growth

8.
Four ways to augment your contact center
AGENT EXPERIENCE CONSUMER EXPERIENCE
VOICE MESSAGING IN-APP COMMS
8
OMNI-CHANNEL
ROUTING

9.
9
VOICE
agile change management | flexible programming | augment existing offerings

10.
AL COOK | @CALOZPOM
AGILE VOICE CHANGE MANAGEMENT
ITERATE IVR FLOWS SCREEN POP++
• Track usage of calls
coming from click-
to-call or dialed
• Measure value of
marketing
campaigns
• Forward calls to
Twilio over SIP
and do IVR on
Twilio
• A/B testing of call
flows with more
agility
CALL TRACKING
• Lower friction to
customers calling
• Pass context of
customer journey to
agent
• Schedule call backs
CLICK TO CALL
PBX
SIP
1-800-YOURBIZ
• Provide richer data
with socio-
economic and
demographic data
through Twilio
Marketplace Add-
Ons.
ADD-ONS
BETA
Caller ID Clean Call
Mobile
Ownership
Advanced
Caller ID
Phone
Reputation
Carrier Info
Caller
Name
Phone
Intelligence

11.
AL COOK | @CALOZPOM
SIP TRUNKING AND PHONE NUMBER MANAGEMENT
Instantly provision your IP
infrastructure with global voice
connectivity designed for resilience
• PSTN connectivity in 55+ countries
• Instant provisioning with no contracts
• On demand scaling - no need to maintain
your own spare number inventory
• SMS, MMS and recording enabled
• Highly available global service
• Fallback to Twilio Cloud if local equipment
outage

12.
12
MESSAGING
SMS | Web Chat

13.
User sends an SMS to
your toll-free support
number
Your business logic
automatically
responds
A new case is
automatically
created
Agent can respond
directly from within
ticket
SMS+MMSAlerts
Use SMS for marketing
or support notifications
and 2-way interaction
543221 3 4 5

14.
AL COOK | @CALOZPOM
OMNICHANNEL: SMS CHANNEL PIVOT
1-800-YOURBIZ
PBX
1) EACH TIME A
CALLER RINGS,
SEND TEXT
OFFERING CHANNEL
PIVOT
2) CUSTOMER CAN HANG
UP AND CONTINUE BY
SMS. MESSAGES GO TO
AGENT UI ROUTED BY
TASKROUTER

15.
AL COOK | @CALOZPOM
40% call
deflection Rate

16.
16
OMNI-CHANNEL
programmable routing

17.
TASKROUTER GIVES OMNICHANNEL ROUTING
AL COOK | @CALOZPOM
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
TWILIO
YOUR APP SERVER

18.
AL COOK | @CALOZPOMPHOTO CREDIT: GILLES LAMBERT VIA CHRIS MESSINA
It’s 2016 and you still can’t
message a business like you would
a friend. Let’s fix that.
- Ben Eidelson
WEBRTC AND REAL-TIME COMMS

19.
19
WEBRTC AND REAL-TIME COMMS
in app communications

20.
AL COOK | @CALOZPOM
A SUITE OF IP COMMUNICATIONS PRODUCTS
TWILIO CLIENT
NETWORK TRAVERSAL
TWILIO VIDEO
TASKROUTER
IP MESSAGING SIP REGISTRATION
NOTIFY OTT MESSAGING

21.
AUGMENT EXISTING CALL CENTER WITH TWILIO WEBRTC GATEWAY
AL COOK | @CALOZPOM
ADD WEBRTC TO YOUR PBX OR CALL CENTER
Enable your employees or agents to take calls in the
browser and provide a more informed customer experience
NO SOFTWARE OR HARDWARE UPGRADE REQUIRED
No need to update your premises equipment. Just forward
particular numbers to Twilio’s Gateway over SIP or PSTN
ZERO CAPEX
No fees to get going. No hardware, no upgrade fees - just
pay as you use it with completely elastic scale
EXPAND YOUR WORKER LOCATIONS
Whether you’re opening a call center in the Philipines or
enabling home workers, WebRTC makes expansion easy

22.
22
Contextual Communications are Transforming Applications
Your reservations are confirmed for Friday.
The keys are under the mat.
This new fall look is perfect for you.
“Calling to check in on our newest product.”
“I’m on the corner of 4th & Main.”
“I’ll help you resolve this issue right now.”
We needed a partner to
manage everything behind the
scenes, so we could focus on
what we do best.RYA N N I C H O L S , G M , Z E N D E S K V O I C E
C U S T O M E R S I N C E
MARCH 2011
U S E C A S E S
• Multi-tenant cloud voice contact center
• Multi-tenant cloud SMS customer care

23.
AL COOK | @CALOZPOM
TWILIO VIDEO
WebRTC SDK for JS, iOS and Android
Use for voice and video calls where all ends are SDKs
Exposed through SDK and controlled through SDK
No integration today with <Conference> <Record>

24.
IN-APP CHAT FOR CUSTOMER SUPPORT
IN APP CHAT

25.
AL COOK | @CALOZPOM
IP MESSAGING
Multi-party chat capabilities for iOS, Android and JS with history and state
sync’d across multiple devices
Chat specific convenience functions like typing indicators, read state, push
notifications
Can transmit rich multimedia content or user defined JSON objects for
embedding contextual data

26.
AL COOK | @CALOZPOM
TWILIO IN THE CONTACT CENTER
END CALL
John Smith
Wallace Grommit
SOFTWARE ENGINEER
ACCT MNGR
8 mo
CONTRACT
California, USA
LOCATION
@jsmith2
Looking forward
to this new #twilio
product realse.
CREDIT LIMIT
VOICE SMS CHAT SOCIAL VIDEO SIP TRUNK
EXISTING
CALL
CENTER
OMNI-CHANNEL AGENTS SIP PHONES
ENHANCE EXISTING CALL CENTER FLOWS
INTEGRATE NEW CHANNELS WITH EXISTING
SIP PHONES

27.
Privileged & Confidential, Copyright 2014 Twilio Inc.Privileged & Confidential, Copyright 2014 Twilio Inc.Privileged & Confidential, Copyright 2016 Twilio Inc.
twilio.com/contact-center
Privileged & Confidential, Copyright 2016 Twilio Inc.
AL COOK | AL@TWILIO.COM | @CALOZPOM