Twilio, a provider of cloud communications, today extended its communications API platform into the rapidly growing cloud contact center market. These new capabilities allow enterprises to migrate their traditional contact centers to the cloud, add new capabilities to existing on-premises systems, and build new cloud contact centers from scratch using standard Web programming languages.
Among the contact center-focused capabilities are the following:
- WebRTC in Twilio Client, which enables enterprises to add high-quality click-to-call capabilities to agent-facing Web applications.
- Updated Mobile SDKs that allow contact centers to leverage remote workers and mobile workers using tablets and phones. Companies can also embed voice in their mobile apps to allow customers to call from the app and share the context without having to repeat information.
- New <SIP> from Twilio enables customers to build their application logic on Twilio and place calls from Twilio to a SIP-enabled endpoint.
These add to core platform features like instant number provisioning, porting, short and long-code SMS alert and notifications, call prompts, call queuing, hold music, call recording, text-to-speech, conferencing, and other capabilities.
Twilio's cloud platform is available under a no-contracts, pay-as-you-go pricing model.
"Traditional contact center solutions, both on-premises and hosted, took a one-size fits-all approach," said Jeff Lawson, president and CEO of Twilio, in a statement. "These solutions required customers to invest in costly and time-intensive processes and consulting services and hardware to create contact centers that never really met their needs. Twilio enables a new breed of contact centers that can be up and running quickly, leverage advanced capabilities like WebRTC and other multichannel communications, instantly scale to meet customer demand, and can be easily customized via standard Web programming languages to address rapidly changing business requirements."