In addition to delivering a great customer experience, companies must now exceed expectations by presenting more streamlined, personalized and convenient customer engagement touchpoints. With a collective focus on both the customer and agent experience, organizations are optimizing contact center operations, improving agent workflow, and finding ways of establishing meaningful customer relationships that prompt higher satisfaction and long term loyalty.
This report will cover a complete contact center forecast for 2023. Highlighting the top trends in customer behavior, agent experience and contact center operations.
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A few of Twilio's customers using Twilio Flex
Choose the channels that remove friction for customers and encourage dialogue
Personalize interactions with detailed customer profiles that pull in first-party data from any source
Integrate data from any system, including Zendesk, Salesforce, billing systems, ERPs, inventory management, and more
Augment your existing call center solution by deploying a rapid proof-of-concept—no commitment required
Twilio Flex helps create loyal customers and drive revenue growth by delivering personalized omnichannel experiences at scale
Choose the channels that remove friction for customers and encourage dialogue
Personalize interactions with detailed customer profiles that pull in first-party data from any source
Integrate data from any system, including Zendesk, Salesforce, billing systems, ERPs, inventory management, and more
Augment your existing call center solution by deploying a rapid proof-of-concept—no commitment required
Activate real-time customer data to deliver personalized experiences
*by Synergy Research Group
*by IDC 2021
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JOHN DONAHOE, CEO, NIKE
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