Twilio

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 […]

Do you ever get that feeling that you are on the cusp of something really cool? Something that could shake things up? That’s how we’ve been feeling after spending some time at Twilio HQ in San Francisco in late June to get up to speed on Flex, Twilio’s new contact center platform. As one of […]

Twilio Studio offers a canvas where a masterful contact center designer can capture a flow that can be readable and provide a great customer experience.  There are many great tutorials offered by Twilio and what I hope to offer in this article is how I have come to understand flows in general, their execution, and […]

Amazon Connect encourages callback usage instead of voicemail, to resolve a similar use case. In this article, we discuss callbacks and external voicemail services, as well as how to keep track of those calls. Why do we use voicemail? Let’s take a step back and think what is the use case voicemail solves.  Often, voicemail […]

The API management software company 3scale has put together a free ebook (requires an email address) The API Owner’s Manual that including best practices from successful API teams. The book recommends using Alexander Osterwalder’s Business Model Canvas to define the business case for API offerings. The Business Model Canvas defines a structured way to analyze […]