Curtis SwartzentruberDirector, Customer Engagement Solutions

Director of Customer Engagement Solutions, currently focusing on the Twilio Flex contact center platform and other Twilio services. My background spans 25 years including Microsoft and front-end application development, unified communications, enterprise architecture and services, Azure, AWS, database design and a little bit of everything else.

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Blogs from this Author

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Curbside Pickup and How It Impacts Your Retail Strategy

Before the COVID-19 pandemic, retailers were already seeing enthusiasm from customers for more convenient ways to interact during the purchasing process. While some retailers have offered limited order pickup options for some time, this was often limited to certain verticals or a small sub-set of products. In the past few years, retail innovations such as […]

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Internal Hackathon for COVID19 Response – Team Knights of the Roundtable

Our Customer Engagement Solutions group at Perficient is focused on helping our customers improve communication and interactions with their customers. Through our partnerships with industry-leading communications frameworks, we enhance and implement various ways companies interact across multiple channels. The COVID-19 pandemic has disrupted every part of our lives and the contact center space is no different. […]

Call Center Relief architectural diagram

Internal Hackathon for COVID19 Response – Team Quarantitans

Our Customer Engagement Solutions group at Perficient is focused on helping our customers improve communication and interactions with their customers. Through our partnerships with industry-leading communications frameworks, we enhance and implement various ways companies interact across multiple channels. In light of these issues, our team at Perficient spent the week of March 23rd on an internal […]

Meal Delivery

Internal Hackathon for COVID19 Response – Team VoxCare

Our Customer Engagement Solutions group at Perficient is focused on helping our customers improve communication and interactions with their customers. Through our partnerships with industry-leading communications frameworks, we enhance and implement various ways companies interact across multiple channels. The COVID-19 pandemic has disrupted every part of our lives and the contact center space is no different. […]

Signal 2019 Hopes and Expectations

I just arrived in San Francisco for the 2019 Twilio Signal conference, where Perficient is a Visionary Sponsor this year. It’s not quite been a year since the last Signal conference. But it’s really been an eventful ride for my team as we’ve been building out our partner practice. Just over a year ago in […]

Auto Attendants & Call Queues

Text-Based Channels In Twilio Flex – Velocity of Conversation

The third consideration for Flex text-based communication channels from my introductory post is “What type of interaction is it?”. This topic can end up being a bit more philosophical. That being said, it does drive real-world decisions in how you architect your overall Flex approach. But it will likely take a combination of historic understanding […]

Interacting with Flex and routing

Text-Based Channels In Twilio Flex – Routing the Interaction

Let’s explore another consideration for Flex text-based communication channels from my introductory post: Routing the Interaction with Flex. In this post, we’ll look at the second focus area… How does that interaction get routed on the Flex platform so I can get it to the right agent or expert?  Routing the Interaction to Flex Let’s go […]

Text-Based Channels In Twilio Flex – Customer Engages

As I mentioned in my introductory post, Flex offers a lot of new areas to explore as we think specifically about text-based communication channels. In this post, we’ll look at the first focus area… How does the customer engage in the communication or how does the customer start talking to me? “I Want To Talk […]

Text-based Channels

Text-based Channels in Twilio Flex – Some Considerations

A primary selling point of the Twilio Flex platform is support for rich, omni-channel interactions out of the box. Until recently, implementing and supporting multiple channels of customer interaction required using a variety of platforms or approaches. A number of contact center vendors are working on ways to remedy this. However, Flex stands out for […]

Healthcare

Using TypeScript with the Twilio Flex Agent UI Sample

When we first started working with the Flex samples provided by Twilio, the source code was provided in TypeScript. This provided a dev-time programming environment that I tend to prefer, even though I am far from a TypeScript expert. As Flex and the quick-start samples moved toward general availability, Twilio made the choice to switch […]

Twilio Signal Conference – Day 1 Thoughts and Takeaways

Yesterday kicked off Twilio’s Signal conference and of course the buzz everywhere was about Flex, the contact center application platform that Perficient has been working with for a few months in Dev preview. From what I’m hearing, this is by far the biggest Signal conference ever and there is definitely a lot of energy and […]

What’s In the Latest Twilio Flex Quickstart?

As Twilio Flex nears a general availability (GA) date, the team continues to iterate and fine-tune the Flex Quickstart. The Flex Quickstart provides configuration and code to quickly provision a new Flex project. We’ve been installing various versions of this since the summer. In the 0.12 and 0.13 versions, we’ve seen some interesting changes from […]

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