Cloud communications provider Twilio launched Twilio Flex, a contact center platform that covers multiple channels and allows customers to customize interfaces, routing, and reporting.
Twilio Flex can scale up to 50,000 agents. The aim for Twilio is to do battle with existing call center infrastructure players that deploy on-premise call center hardware and software. Twilio is betting that Flex can bring more APIs to the call center and enable enterprises to customize more.
The call center market features a bevy of players ranging from business process outsourcing companies to systems integrators to private branch exchange providers.