How to use communications building blocks to build the contact center of the future via software

1. a
TWILIO OVERVIEW - CONTACT CENTER
TECHNOLOGY
AL COOK | PRODUCT DIRECTOR AND HEAD OF CONTACT CENTER | AL@TWILIO.COM

2. TO BUILD CONVERSATIONS THROUGH YOUR SOFTWARE
COMMUNICATIONS BUILDING BLOCKS
INTELLIGENT
ROUTING
COMMUNICATION
APIs
CARRIER
CONNECTIVITY
IN-APP SDKs

3. 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

4. AL COOK | @CALOZPOM
SOME CUSTOMERS
RETAIL REAL ESTATE FINANCE CONSUMER
TECH
AUTOMOTIVE TRANSPORT HEALTHCARE SAAS &
ENTERPRISE

5. ZENDESK VOICE
AND SMS
Twilio
Powered
In browser contextual calling and SMS handling for agents
Programmable
Voice
Programmable
SMS

6. LIGHTNING
VOICE
Twilio
Powered
Native voice calling within Salesforce
Programmable
Voice
Twilio
Client

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

8. 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

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-
• 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
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. OMNI-CHANNEL
programmable routing | messaging | channel pivoting | intelligent bots

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

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

15. 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

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

17. AL COOK | @CALOZPOM

18. AI BOTS FOR BETTER ROUTING AND SELF
AL COOK | @CALOZPOM
{
"skill":"suppor
}
{
"skill":"support",
}
1
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3
1
2
3
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"skill":"suppor
}
{
"skill":"support",
}
1
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"skill":"suppor
}
{
"skill":"support",
}
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"skill":"suppor
}
{
"skill":"support",
}
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"skill":"suppor
}
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"skill":"support",
}
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TWILIO
MY APP SERVER
MEYA.AI
INITIAL
CONVERSATI
ON
CONNECTED
TO BOT
TASK
UPDATED
BOT EITHER
QUALIFIES
INTENT OR
HANDLES
SELF SERVICE
INTERACTIO
NS

19. AL COOK | @CALOZPOMPHOTO CREDIT: GILLES LAMBERT VIA CHRIS
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

20. 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. 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>

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

24. 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

25. NOTIFY

26. OTT MESSAGING
TWO-WAY

27. AL COOK | @CALOZPOM
TWILIO IN THE CALL 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

28. Privileged & Confidential, Copyright 2014 Twilio Inc.Privileged & Confidential, Copyright 2014 Twilio Inc.
Any Questions?
AL COOK | AL@TWILIO.COM |