TaskRouter: New Add-ons for Analytics and Workforce Management

Twilio has announced new add-ons for its TaskRouter platform, expanding its capabilities to include analytics and workforce management. The new add-ons are available in developer preview and partner with companies such as Keen IO, Ytica, Verint, Teleopti, and others. These add-ons aim to provide faster time-to-market, contact center specific insights, and real-time monitoring for operational visibility. They offer pre-built reports and dashboards tailored to contact center reporting and workforce management, eliminating the need for heavy lifting in fetching, analyzing, and transforming data from TaskRouter. The launch partners include Keen IO and Ytica for analytics add-ons, while Teleopti and Verint are launching workforce management add-ons with features such as forecasting, schedule optimization, and intraday monitoring.

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