How are APIs changing the game in the contact center ecosystem ?
summary
Twilio claims APIs let teams replace monolithic contact centers with programmable stacks: Flex grows from an ING pilot (built 2016, pilot 2017) to an out‑of‑the‑box but fully customizable platform. It wires SMS, WhatsApp, voice and chat into IVR, sentiment scoring and video identity checks, keeps data by region, and reduces agent toil (agents spend ~30% of call time hunting across 10–11 systems). Teams use microservices, serverless or Kubernetes behind simple APIs to stitch telemetry, ticketing and automation together.
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chapters (6)
- 0:00Intro
- 2:45How do APIs get started
- 9:30Examples of use cases
- 12:40Employee proposition
- 17:30Serverless containers
- 19:55Future of APIs
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