Twilio Flex and Amazon Connect contact centres built for clients in the United States, Australia, Europe and North America.
Agents migrated
Major US transportation company · United States
Moved a large US transportation contact centre off a legacy on-premise platform onto Twilio Flex, adding SMS, chat and WhatsApp alongside voice.
Kickoff to go-live
Australian transportation company · Australia
Designed and launched a new cloud contact centre on Twilio Flex for an Australian transportation company, from first IVR to a customised agent desktop.
IVR self-service containment
Global footwear brand · Europe
Extended an existing Amazon Connect instance so European customers are routed by country and language to agents in Asia, with full context in Salesforce on answer.
Agents in the Asian hub
Global footwear brand · North America
Extended the same Amazon Connect instance to customers in the US and Canada, routing them to agents in Asia with the caller’s country and details in Salesforce.
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