We design, build, and integrate omnichannel communication platforms powered by Twilio and Amazon Connect — combining AI automation with human-centric support.
Twilio's cloud communications platform gives you programmatic control over voice, messaging, and video. We handle the integration so you can focus on the customer experience — not the infrastructure.
Build powerful voice applications with PSTN calling, IVR menus, call recording, real-time transcription, and intelligent call routing — all via REST API.
Send and receive SMS/MMS at scale. Two-factor authentication, marketing campaigns, appointment reminders, and conversational two-way messaging.
Reach customers on WhatsApp with official Business API access. Template messages, rich media, interactive buttons, and full conversational automation.
Embed HD video into your application with Twilio Video. Group rooms, screen sharing, recording, and real-time collaboration with sub-second latency.
Transactional and marketing email at enterprise scale via Twilio SendGrid. Dynamic templates, A/B testing, delivery analytics, and inbox placement optimisation.
Frictionless user verification and multi-factor authentication via SMS, voice, TOTP, or push. PSD2-compliant and fraud-aware signal scoring included.
Design dynamic contact flows with Amazon Lex for natural language understanding. Customers describe their issue in plain English — no button pressing required.
Route voice, chat, email, and tasks through a single unified queue. Skill-based routing, priority queuing, and dynamic capacity management.
A unified desktop that surfaces customer history, sentiment analysis, and AI-suggested responses in real time — helping agents resolve faster and more confidently.
Live supervisor dashboards with queue metrics, agent adherence, and service-level tracking. Historical reports with CSAT correlation and predictive forecasting.
Automatic call transcription, sentiment analysis, compliance keyword detection, and post-call summarisation powered by AWS machine learning.
Forecast staffing demand, generate optimal schedules, track adherence in real time, and give agents self-service shift management via the agent portal.
Amazon Connect is the cloud contact centre from AWS — pay only for what you use, with no per-seat licensing. We configure, customise, and integrate it with your CRM, telephony, and AI stack.
Every customer touchpoint flows through a single intelligent pipeline.
Customer reaches out via web chat, WhatsApp, SMS, or phone
Twilio normalises the channel and delivers to unified queue
AI Chatbot Builder handles intent recognition and self-service
Complex cases routed to the right agent via Amazon Connect
Agent resolves with AI-assist and full customer context
Contact Lens AI analyses every interaction for continuous improvement
Book a free 30-minute consultation to explore how Twilio and Amazon Connect can work for your business.
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