This cloud communication platform called Twilio is unstoppable for offering the magnificent advantages for every business growth. It’s not just about SMS and calls as it has built its own image for the business of lot these days. Now, this is something unprecedented that we are going to share and that is this cloud communication platform has created a proficient Starter Pack for the Twilio Flex. We have every answer to your questions regarding that starter pack, so just stick to this whole content.
Some of you know this platform as omnichannel and some call it as highly customization. Hope you understand what we are talking about? We are mentioning here one of the stellar communication platforms called Twilio Flex that has the power to strengthen your communication and always upgrade the communication level when you make contact with anybody. This platform is perfect for the medium and large scale organization that can adapt its features and change their communication strategy.
But here the advantages are not ending yet as one of the essential features is Twilio cloud-based contact center platform. What is the role here of this feature? Here it plays a key role for the businesses to have full control over the experiences of customers, agents, etc.
What did the Twilio users want? Actually, the situation is everyone wants that migration should be done from their contact center operation to Twilio Flex. And to accelerate Twilio Flex, this cloud communication platform has shared the starter pack which according to the company is very important to introduce these days. You are already watching the situation of COVID-19 which has stopped the growth of every type of businesses that are running in this era. Every business wants to get over to the cloud-based solution. So, that is the reason the Twilio platform decided to do something and finally, they have created the starter pack to accelerate Twilio Flex.
What are the features that Twilio introduced?
Everyone wants to migrate to the Flex of Twilio and need an accurate solution with some amazing features. Twilio decided and finally, they created the proficient starter pack. Do you want to know what features you will get now? Have a look at the points given below-
The first we are going to share with you about the Time of day routing logic where it simply enables you to configure default hours of operation, holiday and non-holiday closures and the last but not least and that is advanced overrides.
The next starter pack function they shared for Flex of Twilio is about disposition codes for completed tasks.
To accelerate Twilio Flex, this cloud communication platform did something for supervisors and for the administrator as customized task card components were introduced in Twilio Flex teams view.
The last one is easy to access to configure the features of this platform, thanks to the easy to use administrator UI that they created.
Understand in brief about the starter packs to accelerate Twilio Flex
Hours of operation
For this work, you first need a Task Router to handle this where it provides you with the ability just to configure routing and it’s all based on the time of the day. If you don’t know then let us aware you here that Task Router is Twilio skilled-based routing for the contact centers. Also, you need a big difference between the customer’s experience based on the current time of day in the IVR flow before the call passes or after the call passes via Task Router.
They have given the following values to configure and first is about the “Regular Hours”-where standard hours of operation of your contact center indicates. Move on to next which is “Holidays” – here the public holidays on which you will see that your contact center will be closed. The third one is “Closure”- where you can see that the date and even time ranges during that contact center will shut down. The last one is “Overrides”- and here the date and the time range when you will see that the default hours get overridden.
Disposition codes
Next starter pack for Flex of Twilio they have shared regarding the Disposition codes where it enables for administrator-level access with one motive of configuring the categories and subcategories regarding the disposition codes that are selected.
Suppose it gets configured then Twilio flex agent has to be prompted for selecting the disposition code before completing the tasks that they are doing. If we talk about the task attributes then let us alert you here that it always gets updated with the disposition codes and even comments that are entered by the agent will be updated.
Custom task cards in Teams view
This is something exceptional that users are waiting for. To accelerate Twilio Flex, the team's view now provides the ability to see Task cards easily. This visual representation of the task was first under the control of Flex agent. This is something out of the box as you can now notify a supervisor if the task exceeds a configured SLA.
Let’s give you an example here: if you see that the time of task handling extends to 45 seconds then you will see that the Tasks card component changes the colour in the Team view. The reason behind changing the colour is it gets noticed by the supervisor perfectly.
Final word: Organization adapts the Twilio Flex because they know how important role the platform will play regarding the communication matter. It has such great functionality for the communication matter but the platform is not just to tailor your communication needs. The cloud communication platform Twilio did something and they created the proficient starter pack for your work activity in flex. They have introduced some out of the box solution just to remind you that Twilio will always assist you in every kind of situation. Above we have shared the Twilio functions that they have brought up in the Flex, so understand the whole content of Twilio functions and we will update you too if we get any news regarding this starter pack.