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Twilio FlexUnited StatesTransportation

Major US transportation company

Migrating a 500+ Agent Contact Centre to Twilio Flex

Moved a large US transportation contact centre off a legacy on-premise platform onto Twilio Flex, adding SMS, chat and WhatsApp alongside voice.

500+
Agents migrated
25–40%
IVR self-service containment
8–12 wks
Kickoff to go-live
The Challenge

Where the client started

  • More than 500 agents were running on a legacy on-premise contact centre platform that was hard to change and scale.

  • Customers needed to reach support on digital channels as well as by phone.

  • Agents needed a desktop built around their workflows rather than a fixed vendor UI.

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.

Omnichannel: SMS, chat and WhatsApp

Added SMS, web chat and WhatsApp to the same Flex desktop and routing, so agents handle every channel from one queue.

Architecture

How a contact flows through the platform

  1. 1Customer contact: voice, SMS, chat or WhatsApp
  2. 2Twilio Studio IVR and self-service
  3. 3TaskRouter skills-based routing
  4. 4Flex agent desktop with custom plugins

Integrations

Twilio StudioTaskRouterSMSWeb ChatWhatsApp

Tech stack

Twilio FlexTwilio StudioTaskRouterReactFlex Plugins
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Kickoff to go-live

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IVR self-service containment

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