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Twilio FlexAustraliaTransportation

Australian transportation company

A Greenfield Twilio Flex Contact Centre in 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.

<50
Agents onboarded
25–40%
IVR self-service containment
8–12 wks
Kickoff to go-live
The Challenge

Where the client started

  • The company had no existing contact centre platform and needed one built from scratch.

  • With a team of under 50 agents, the platform had to be simple to run and easy to change as they grew.

  • Calls had to reach the right agent quickly from day one.

What We Built

The solution

Studio IVR

Designed the IVR in Twilio Studio so callers can self-serve common requests and are identified before they reach an agent.

TaskRouter skills-based routing

Configured TaskRouter workflows, queues and agent skills so every interaction is routed to the right team first time.

Custom Flex UI plugins

Built React plugins for the Flex agent desktop, giving agents the context and controls their workflows need in a single screen.

Architecture

How a contact flows through the platform

  1. 1Customer call
  2. 2Twilio Studio IVR and self-service
  3. 3TaskRouter skills-based routing
  4. 4Flex agent desktop with custom plugins

Integrations

Twilio StudioTaskRouter

Tech stack

Twilio FlexTwilio StudioTaskRouterReactFlex Plugins
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