Posts Tagged ‘web chat’

Building the Tower of Babel in Twilio Flex

Building software tools for contact centers that make complex tasks look effortless is an important focus within Perficient’s Customer Product Development BU. For example, we help agents and customers who speak different languages communicate easily via text. Some companies have customers around the world who speak a wide range of languages while their agents only […]

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 […]