Sessions
Contact Center Clear All
Day 1Day 2On-DemandAll

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Ticket type:
SIGNAL All-Access
How Far Can You Go with Flex in 20 Days?

In our experience, small and medium-sized enterprises, particularly start-ups, are quick to recognize the many advantages that Flex as a programmable platform offers. However, these smaller companies often shy away, expecting lengthy and costly implementation projects. With a team of two product managers and two engineers, c20y has built a full-blown Flex project that replaced one of the major contact center SaaS providers within 19 working days and went live on the 20th day with 65 agents and later scaled to 400. Join us for this session as we share our learnings with regards to requirements gathering, features prioritization, project management, stakeholder management, sprint planning and roll-out strategy in order to take a Flex project live within weeks rather than months. Note: This session will air a second time for our Asia, Pacific and Japan audience on October 1 at 11:30am SGT.

Paid (All-Access)
Business Developers
CxOs and Founders
Line of Business Leaders
Marketers
Product Managers
Sales and Customer Support
Solutions Architect
Technical Leaders
Best Practices
Customer Stories
Demos
New Features
Talk to Experts
Use Case
Intro (101)
Flex
Customer Story
Contact Center
Live
Talk - 30 min

Live session has ended.

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Ticket type:
SIGNAL Explorer
Special Announcement for Flex

In this session, we’ll cover an exciting set of announcements for Twilio Flex. We’ll go into more detail about what we are launching, what you can do with the new features, and how they work with what you have already built. Note: This session will air a second time for our Europe, Middle East, and Africa audience on October 1 at 5:00pm BST. It will also air for our Asia, Pacific and Japan audiences on October 1 at 11:00am SGT.

Free (Explorer)
Business Developers
Developers and Engineers
Line of Business Leaders
Marketers
Product Managers
Sales and Customer Support
Solutions Architect
Technical Leaders
New Features
Intro (101)
Conversations
Flex
New Product Release
Contact Center
Live
Talk - 15 min

Live session has ended.

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Ticket type:
SIGNAL Explorer
Calabrio + Twilio Flex: Build a Modern Contact Center. Transform your Customer Experience

The full-suite integration of Twilio Flex and Calabrio provides organizations with an intelligent engine featuring a rich, customizable set of insights that can transform all workforce and customer data into valuable knowledge, plans and action. Calabrio brings workforce optimization and workforce engagement capabilities to any Twilio Flex customer. Join us for a deep dive into the Twilio Flex and Calabrio relationship, learn about how the solutions tightly integrate, hear about our recent successes, and walk away with new inspiration for your contact center’s future.

Speakers:
Free (Explorer)
Intro (101)
Flex
Technical Session
Contact Center
Live
Talk - 15 min

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Ticket type:
SIGNAL All-Access
Level Up your Salesforce Contact Center with Twilio Flex

Empower developers to spin up a state-of-the-art contact center which includes the following: - Saving SMS and Chat Transcription in Salesforce - Using Salesforce Einstein to add insights to Twilio Data - Showing Real Time Transcription using Twilio Media Stream

Paid (All-Access)
Developers and Engineers
Product Managers
Sales and Customer Support
Solutions Architect
Technical Leaders
Technical Talks
Intro (101)
Flex
Functions
Media Streams
Studio
Taskrouter
Technical Session
Contact Center
Live
Talk - 30 min

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Ticket type:
SIGNAL Explorer
APIs all the Way Down: Enterprise Application Modernization & the Twilio-powered Contact Center

When it comes to enterprise application modernization initiatives that integrate with Twilio products such as Flex and Autopilot, the omnichannel communication and agent user experiences are just the tip of the iceberg. This talk will explore high level API-first architectural patterns that enable Twilio-powered experiences to reach deep down into legacy systems to deliver measurable business value, and how to chart a path forward to confidently replacing them with fully cloud-native solutions.

Speakers:
Free (Explorer)
Intro (101)
Flex
Customer Story
Contact Center
Live
Talk - 15 min

Live session has ended.

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Ticket type:
SIGNAL Explorer
Architecting for Testability: Ports & Adapters for a Testable Call Center

Automated testing is a great way of ensuring quality and long term velocity, however, testing is already complicated. Adding a core business logic that is highly dependent on a 3rd party makes it even more complex, but that shouldn’t hold you back from writing those tests. In this talk, we'll share the journey of how integrating Wix Answers with Twilio led us to architect our application in a way that ensured testability using hexagonal architecture (aka ports & adapters).

Free (Explorer)
Flex
Customer Story
Technical Session
Contact Center
Live
Talk - 15 min

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Ticket type:
SIGNAL Explorer
Elevate your Contact Center with AI

Customers increasingly expect personalized experiences where their needs are anticipated, questions are answered quickly, multiple channels of engagement are provided, and each interaction is seamless. Come join Twilio Gold Consulting Partner Perficient to learn more about how to incorporate AI with the power of the Twilio platform. We’ll address common usage patterns, best practices, and of course, real-world examples.

Free (Explorer)
CxOs and Founders
Developers and Engineers
Product Managers
Solutions Architect
Technical Leaders
Best Practices
Demos
Technical Talks
Contact Center
Live
Talk - 30 min

Live session has ended.

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Ticket type:
SIGNAL Explorer
How the International Rescue Committee uses Technology to Empower Refugees & Displaced People

All across the globe, nonprofits and social impact organizations are using communications technology to change lives for the better. Join David Miliband, CEO of the International Rescue Committe, and Erin Reilly, Chief Social Impact Officer at Twilio, to hear how one of the largest humanitarian aid organizations in the world, is using technology to empower refugees and displaced people to build better lives through COVID-19. Note: This session will air a second time for our Europe, Middle East, and Africa audience on October 1 at 4:30pm BST. It will also air for our Asia, Pacific and Japan audience on October 2 at 10:30am SGT.

Free (Explorer)
Business Developers
Developers and Engineers
Product Managers
Technical Leaders
Customer Stories
Demos
Use Case
Intro (101)
Flex
WhatsApp
Customer Story
Industry Trends
The New Normal
Twilio for Good
Contact Center
Live
Panel

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Ticket type:
SIGNAL Explorer
Eat, Pray, Flex

Cover Financial shares how they have to delve into the impromptu needs of a rapid scaling startup to get a better contact center solution. They realized that a fixed contact center was not going to solve their requirements for setting up, staffing and managing the contact center that they needed. They required a programmable platform to give them the alternative to tailor the technology into their unique operational needs. Note: This session will air a second time on October 2 from 11:00-11:30am SGT for our Asia, Pacific, and Japan audience.

Speakers:
Free (Explorer)
Intro (101)
Flex
Customer Story
Contact Center
Live
Talk - 30 min
On-Demand
Usability Testing for your Conversational IVR

Technology’s great, but only if your customers can use it to achieve their goals successfully. With the ability to move forward from traditional IVR and build multi-channel capable automated assistants with reduced development effort, making sure your customers can use the new service is key to successful adoption. Usability testing allows you to validate designs early in the delivery process and also to gauge customer reactions to changes you make to services they are familiar with and have been using for a long time. Help your customers to love your new conversational IVR by joining this session to learn how to run usability tests cost effectively and at scale with the Twilio platform.

Speakers:
Paid (All-Access)
Business Developers
Developers and Engineers
Line of Business Leaders
Product Managers
Solutions Architect
Technical Leaders
Best Practices
Demos
Technical Talks
Intro (101)
Flex
Studio
Technical Session
Contact Center
On Demand
Talk - 30 min
On-Demand
Using Programmability with Flex Insights

In this session, we will cover the latest features of Flex Insights and demonstrate how you can use them to extend or transform your contact center. With practical examples, you will learn to tailor your Flex Insights easily using the power of programmability.

Paid (All-Access)
Developers and Engineers
Product Managers
Solutions Architect
Technical Leaders
Demos
How to Code
New Features
Technical Talks
Use Case
Intro (101)
Flex
New Product Release
Technical Session
Contact Center
On Demand
On-Demand
Flex Plugins with EzCater

In this session, you will learn about Flex Plugins. - ezCater will share how they leverage plugins to optimize the experience of their agents, increase business efficiency and spread holiday cheer. - We will guide you on what is new with Flex Plugins and how you can take advantage of them just as ezCater does.

Paid (All-Access)
Developers and Engineers
Product Managers
Sales and Customer Support
Technical Leaders
Best Practices
Customer Stories
Intro (101)
Flex
New Product Release
Technical Session
Contact Center
On Demand
Talk - 30 min
On-Demand
Building a Power Dialer

The idea of this talk is to show how to build a power dialer using Twilio products. We will use Flex to receive calls and monitor the power dialer's operation, for both realtime and statistics data.

Speakers:
Paid (All-Access)
Business Developers
Developers and Engineers
Product Managers
Solutions Architect
Technical Leaders
Best Practices
Demos
How to Code
Technical Talks
Use Case
Intermediate (201)
Flex
Taskrouter
Technical Session
Contact Center
On Demand
Talk - 30 min
On-Demand
Build a Next Generation Experience with TaskRouter's Routing Engine

In this session, you will learn how to migrate the routing on your existing contact center to Twilio with frictionless transition. In contrast to other solutions, TaskRouter allows you to create and program your own business rules within Flex. Create a measurable difference by routing channels, activities, or even data collected from external systems.

Paid (All-Access)
Business Developers
CxOs and Founders
Product Managers
Sales and Customer Support
Technical Leaders
Customer Stories
Industry Trends
Talk to Experts
Use Case
Intermediate (201)
Flex
Taskrouter
Technical Session
Contact Center
On Demand
Talk - 30 min
On-Demand
Media Streams Magic

Looking for ways to make your contact center more intelligent? Learn how Media Streams can be used to automatically populate fields within the Flex agent UI using keywords from conversations, saving agent time and reducing the number of clicks and searches.

Paid (All-Access)
Business Developers
Developers and Engineers
Product Managers
Solutions Architect
Technical Leaders
Best Practices
Demos
Industry Trends
Use Case
Intro (101)
Flex
Media Streams
Technical Session
Contact Center
On Demand
Talk - 30 min
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