Twilio has announced that its Twilio Frontline solution is now Generally Available.
The solution aims to enable sales agents to engage with customers – across their favourite channels – within a single application.
In doing so, it allows contact centres to build compliant, user-friendly experiences through workflow customisation, employee empowerment, and secure engagement.
Customisation includes the ability to create mobile-first experiences – via iOS, Android, and web – with built-in personalisation capabilities thanks to a CRM or customer database integration.
Supporting SMS, WhatsApp, and voice communication, agents can use the platform to gain more control over digital sales experiences. For example, they can harness templates, audio notes, imaging and video messaging to enhance customer conversations.
Also, the solution contains embedded compliance features to securely archive conversations, authenticate users and retain control of contacts. These capabilities ensure that Twilio Frontline is compliant with GDPR and other regulations, such as HIPAA, AICPA SOC 2, and ISO.
Commenting on the significance of all these features, Courtney Munroe, Research VP at IDC, said:
In today’s digital world, it’s imperative for companies to implement seamless communications between clients and customer-facing personnel, especially sales. The ability to differentiate with diverse touchpoints that offer personalised, secure interactions over clients’ preferred channels is crucial for sustainable customer engagement and growth.
As digital transformation programmes accelerate, such an ability to cultivate meaning and create one-to-one connections with customers will provide an opportunity for competitive differentiation. Twilio aims to facilitate these personalised experiences through the solution.
Integrations with a CCaaS platform also pave the way for context-driven conversations, better relationship management, and improved clienteling. Each enables the contact centre to focus its spotlight on customers, not building applications.
Pricing options for the solution are flexible, allowing contact centres to pay per month or active user. Yet, Twilio do not include the SMS, WhatsApp, and Voice fees in the license.
The launch of Twilio Frontline follows the recent release of Twilio Engage, the growth automation platform, as the company aim to increase customer engagement through innovation.
