Twilio on Twilio: How Twilio Used Flex to Engage Prospects

Twilio's Sales Development Representatives needed a tool to manage inbound and outbound calls and record data in a consolidated way, through Salesforce. They turned to Twilio Flex, a customizable contact center platform that offers benefits such as digital-first engagement, quick implementation, flexibility, precise personalization, and consolidation of tools. The team built out Flex to address the SDRs' primary set of needs, developed a two-week deployment cycle turnaround, and ensured customization enabled inbound and outbound calling while meeting compliance regulations. Twilio's goal was to consolidate tools and create a single platform for a unified customer experience, reducing tool fatigue, training time, and improving overall quality of interactions with customers. Flex has helped Twilio better serve its SDRs and customers by providing a more accessible experience, enabling managers to virtually listen in on calls, and creating a better roadmap for customer engagement. The platform's customization also enabled rideshare company Lyft and kitchen appliance leader Electrolux to build custom call center solutions that improved their customer experiences.

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