Redfin, a national real estate brokerage, has been modernizing its customer experience by leveraging technology to redefine the real estate experience. They use small development teams to continuously improve their approach, focusing on communications and integrating various platforms such as Twilio Programmable Voice, Twilio SDKs, Nomorobo, and Redfin's own Agent Tools software. By routing calls through a single number, tracking call metrics, and providing detailed visibility into call performance, Redfin aims to create a more efficient and personalized experience for customers. Additionally, they have implemented features such as voice quality monitoring, SMS notifications, two-way text messaging, and integrating these capabilities into their platform using APIs. The company's approach prioritizes innovation and customer-centricity, allowing them to stay at the forefront of the industry.