Twilio Flex and Messaging – your one-stop API shop for communications

Twilio is a cloud communication platform that makes it easy for developers and businesses to integrate SMS, Whatsapp, Chat, Voice, Chat, and Email to their applications through one single platform, with a few lines of code.

With Twilio Flex, the world's most flexible cloud-based contact center, businesses can customize every aspect of their contact center by adding remote agents, new channels, chatbots and IVR.

The world revolves around communications. Twilio provides everything you need to build intelligent communications at scale. With Twilio APIs, such as Twilio Flex and Programmable Messaging APIs, businesses can reach their customers the channels they prefer, and enable your users to communicate with context. Here's how to get started.

The pandemic has turned the world on its head. Work, shopping, leisure time--it's now all done from home. Central offices are increasingly becoming a thing of the past, and staff need to know that they can communicate with their managers and peers whenever and wherever they need to.

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Consumers want reliable shopping experiences connected to the stores and brands they love, all from the comfort of their sofas, which is where Twilio comes into play. Twilio offers APIs that let developers integrate communications into their software and workflows easily and quickly. Better still, as a developer, you can try Twilio for free! So, what can Twilio do for you, and how are other businesses using it?

Twilio Messaging

Twilio is a cloud communication platform that makes it easy for developers and businesses to integrate SMS, Whatsapp, Chat, Voice, Chat, and Email to their applications through one single platform, with a few lines of code. You're able to build software allowing you to reach your customers on their preferred channels and at every stage of the customer journey, no matter where they are in the world.

Fred IT Group, an Australian technology provider to the pharmacy industry, makes medication management safer, easier and more effective for all Australians with its electronic prescriptions platform powered by Twilio. Founded in a garage nearly three decades ago, Fred began the process of helping the medical industry transition from paper to electronic records when it developed eRx Script Exchange.

In 2020, Fred was working to make ePrescriptions legal in Australia, and was given a six-month timeline to develop the new platform. The process was accelerated when COVID hit in March of that year, which led the Australian Government to request ePrescriptions become a reality in eight weeks instead of six months.

With the government requesting an accelerated schedule, Fred turned to Twilio technologies and APIs to meet the deadline. The new platform was launched in May 2021 and so far over 11 million ePrescriptions have been issued across the country, with 21,000 doctors and 95 per cent of pharmacies aboard the platform.

The new system uses Twilio Messaging API in several ways. The first is a token model, where a QR-code is provided to the patient via SMS or email. The patient then either presents or sends this code to their pharmacy, and the script is dispensed.

The second way the Fred platform uses Twilio Messaging API is via My Script List (MySL), which allows patients to provide consent to their doctors, pharmacies and other third parties to access their personal list of medicines available for dispensing.

If you would like to explore how to deliver personalised customer experience with Twilio, you can try it on Twilio for free.

Twilio Flex - The world's most flexible contact center platform

With Twilio Flex, businesses can customize every aspect of their contact center by adding remote agents, new channels, chatbots and IVR. It allows developers and businesses to quickly and seamlessly update workflows, routing rules, and channels, as well as integrations and UI design. Twilio Flex is fully-programmable, meaning that you can quickly respond to changing market conditions.

Twilio Flex also gives you the power to serve customers on any channel they prefer, such as SMS, WhatsApp, and in-app chat, with intelligent routing and performance tracking. It also provides business insights, including generating and managing  reports, dashboards and KPIs, all without using code.

Twilio Flex also gives supervisors the ability to monitor agent performance and provide guidance to those agents on how to improve their performance and customer service skills.

Similar to Fred IT Group, e-commerce platform Shopify has also harnessed the power of customisability to keep up with the changing times.

Shopify is used by more than one million small and medium-size enterprises across 175 countries to simplify and streamline their e-commerce operations. Started as a snowboard store in 2004, Shopify has grown to be one of the globe's leading providers of ecommerce solutions.

But as it grew, Shopify faced a problem – its legacy contact center solution couldn't keep up. They were forced to use various tools in different systems, which meant they couldn't deliver the customer service they knew they wanted – and needed - to provide, which is where Twilio came into the picture.

Shopify hasn't looked back since they discovered Twilio Flex. Shopify realized it could quickly get a fully-programmable contact center up and running with Twilio Flex. In fact, it took just three developers and two interns in four months to go from prototype to full production.

The team implemented the Flex telephony system, routing engine, skills trees, interactive voice response (IVR), and contextual pop-ups, which give agents information about the customer they're connected to.

Twilio Flex has allowed Shopify to personalize the customer experience like never before. Agents get relevant information about the custom they're talking to, like their history and the issues they may have had, regardless of the channel the customer chooses to use. Additionally, Flex allows Shopify to customize how it displays information based on the customer to avoid information overload.

To learn how Twilio Flex and Messaging APIs can provide you the freedom and flexibility to create personalized, timely, and meaningful customer experiences, you can try it on Twilio for free