![]() ![]() Talkdesk is one of the call center platforms that is built, at least partially, on top of Twilio, so we now know that this concern was not entirely theoretical. Interestingly, Shopify switched from Talkdesk to Flex which re-energizes one of the big topics from the discussion when Flex was first announced: Will Twilio now be competing with its customers? This is an inevitable issue when a company switches from being a platform for others to build their applications on to being the application itself. Analyst Sheila McGee-Smith interviewed two of those early adopters: Lyft and Shopify. Too many companies put the sizzle before the steak: Launch first, talk a big game, and hope customers will come later. It’s refreshing to see a company launch with this kind of credibility. At their annual Signal conference, Twilio announced that the product was now live, and also pointed toward several impressive early users. ![]() We covered Twilio’s Flex announcement with several posts earlier this year. Meanwhile, Nexmo is newly relevant via Vonage’s acquisition of NewVoiceMedia. Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heavily in IoT (Should that be part of CPaaS?) and continued last week via the massive acquisition of SendGrid, now moving into the email distribution space. Zang by Avaya.īut, it turns out that this was just a pause before the next verse in this tune. Twilio had won the game in terms of “API for sending messages and making calls”. Significantly boosted CSat while reducing abandon ratesĪ year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Conversation Scheduling Let your customers decide when to receive a call-back from you.Programmable Call-Backs Offer call-backs at any stage in your customer’s journey.Web Call-Backs Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience. ![]()
0 Comments
Leave a Reply. |