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Twilio Signal 2016 Serverless Contact Center

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Twilio Signal 2016 presentation by David Roberts
How to build a serverless contact center using Twilio Taskrouter

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Twilio Signal 2016 Serverless Contact Center

  1. 1. HOW TO BUILD A CONTACT CENTER FOR FUN (AND PROFIT) With Twilio Task Router And AWS Lambda
  2. 2. HOW DO I BUILD A SOLUTION WHICH... > Allows customers to get in touch using any method > Keeps agents busy, yet responsive > Can be built quickly > is reliable > Scales
  3. 3. CLOUD SERVICES GALORE! > Twilio Task Router > AWS Lambda > AWS API Gateway > Twilio Client > Twilio Voice / Messaging > Auth0 > Postmark
  4. 4. CREATING A TASK FROM SMS
  5. 5. CREATING A TASK FROM E-MAIL
  6. 6. HANDLING TASKS IN THE FRONTEND USING TASKROUTER.JS
  7. 7. HANDLING INCOMING CALLS
  8. 8. REPLY TO AN SMS OR E-MAIL
  9. 9. CALLBACK FROM AN SMS
  10. 10. FINDINGS > Config is code > I'm in a love / hate relationship with API Gateway > Crazy Scalable > Prioritize Tasks
  11. 11. CODE Backend - https://github.com/droberts84/universal-contact-center-be Frontend - https://github.com/droberts84/universal-contact-center- fe CONTACT INFO @drobtravels hi@drob.net www.drob.net

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