Scaling Up Compassion: Age UK's contact centre transformation (Location: Upper Sugar)

Find out how Age UK revolutionized its support for older people. By partnering with Twilio and adopting Twilio Flex, Age UK overcame complex, on-prem telephony limitations by moving to a flexible cloud system. This transition not only led to substantial cost savings but also facilitated seamless integration of messaging and web chat functionalities. Twilio Flex's adaptable nature empowered Age UK to efficiently expand its support while also drawing in a diverse range of volunteers. High satisfaction rates were maintained, while creating enriched experiences for older helpline callers, who can now also enjoy conversations with volunteers from diverse backgrounds and life experiences. This remarkable journey underscores Age UK's unwavering commitment to addressing the unique needs of older individuals and harnessing technological innovation for their benefit.