Twilio Introduces A Unified API For Contact Centers

The new API will enable developers to create more efficient and user-friendly contact center applications.

Twilio, a communications solutions company, has unveiled a new API for its Flex contact center service. Now existing products for creating various chats are combined in the presented Flex Conversations API, which will allow you to create more efficient applications for a variety of contact centers.

The main distinguishing feature of the Flex Conversations API is that when using it, instead of separate channels of communication with customers, you can set up a single channel, united by one application. Among other things, the new product will allow creating applications that combine SMS, voice telephony, chats, WhatsApp and other channels in a single interface. Twilio announces that the Flex Conversations API will be launched as a beta as early as March 2022.

Previously, developers also had the ability to set up the work with different channels, but this took more time and effort, now the process will be simplified and more efficient. And end users will receive contact centers, through which they will be able to communicate with buyers using different channels. For example, it will be possible to start a conversation in a chat and then go to WhatsApp - for the contact center operator, the conversation will be seen as a single stream, which is much more convenient than constantly switching between applications with the risk of losing the necessary information.