Customer Contact Week Digital & Twilio

2023 Contact Center Forecast

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

Learn more about Twilio.
Personalized experiences in one powerful platform
Twilio Flex
A digital engagement center for sales and support that gives your customer-facing teams the context, data, and channel flexibility they need to turn ordinary conversations into omnichannel experiences that drive repeat sales. 

  • 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

Flex

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

Twilio Segment
Unify your data to elevate every customer experience
  • Create the ultimate data foundation and unify customer data with Twilio Segment, the leading customer data platform. 
  • Streamline consented data collection with Segment Connections, and prioritize data quality with Segment Protocols. 
  • Get a complete view of your customer with Segment Profiles.
  • Deliver personalized customer experiences in real time, across any channel with Twilio Engage, the data-first customer engagement solution.
Segment

Activate real-time customer data to deliver personalized experiences

  • Unify data across platforms to build personalized customer journeys
  • Build targeted marketing campaigns to decrease CAC 
  • Provide customized product recommendations for increased basket size
  • Ranked #1 for worldwide market share in CDP, 2020

Enterprise Trusts Twilio

#1 in CPaaS
Ranked #1 in market share for Communications Platform as a Service*
#1 in CDP
Ranked #1 in worldwide market share for Customer Data Platform*
275,000+
global customers
+1 Trillion
interactions annually
99.95+%
monthly API uptime

*by Synergy Research Group

*by IDC 2021

“

“[Twilio] allowed us to stay really connected with our consumers, and as a result, our digital business has just exploded. It’s grown significantly…and it continues to grow…so it’s a real win-win.” - Signal '20 interview

JOHN DONAHOE, CEO, NIKE

 

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Deliver perfectly timed, personalized experiences at scale with Twilio’s customer engagement platform