![]() ![]() Note: It is recommended that you have an upgraded Twilio account to fully experience this demo. We recommend you create a separate project within Twilio and install this app using that project. If you haven't used Twilio before, welcome! You'll need to Sign up for a Twilio account. Working knowledge of Angular.js, Bootstrap and Node.js.Basic knowledge of Twilio platform - TwilioQuest, an interactive, self-paced game where you learn how to Twilio.Please check out the following repo: Pre-requisites: Real-time display of operational contact center metrics (for example: average call handle time, agent productivity, call metrics, TaskRouter stats, and more etc.). Twilio Programmable SMS and Facebook MessengerĬustomer Journey Flows: Callback Voice Calling (PSTN):Ĭustomer fills out online call request -> Form submitted to server -> Task on TaskRouter created -> Find available and matching agent -> Agent accepts reservation and dials customer out (PSTN) -> Connect customer to agent (WebRTC)Ĭustomer calls Twilio phone number -> Twilio requests webhook -> Server generates TwiML for IVR -> Caller selects IVR option -> Task on TaskRouter created -> Find available and matching agent -> Agent accepts reservation -> Connect customer to agent (WebRTC)Ĭustomer fills out online web chat request form -> Form submitted to server -> Task on TaskRouter created -> Find available and matching agent -> Agent accepts reservation -> Start chat between customer and agentĬustomer fills out video call request form -> Form submitted to server -> Task on TaskRouter and video room created -> Find available and matching agent -> Agent accepts reservation -> Agent joins video room. ![]() Twilio Programmable Voice (PSTN, Twilio WebRTC Client).It has been designed for demo purposes and has not been separately security checked. Note: We have done the basic work from an UX perspective and lot of opportunities remains to improve on it. The focus of the demo is to show how to build a Twilio platform based contact center and the various backend and frontend components needed. The Twilio Contact Center demo is reference architecture for building a modern contact center. ![]() Essence of a modern contact center is to serve customers on multiple channels (voice, web chat, video, email, social media, etc.), allow them to move seamlessly across channels and most importantly maintain context of the conversations. ![]()
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