Comments on: Twilio Flex = Twilio Flexing its Flexibility (or the programmable contact centers)

By: Tsahi Levent-Levi

Tsahi Levent-Levi — Tue, 27 Mar 2018 06:44:13 +0000

In reply to Christ. I am assuming you mean $1,000/year per seat, which would make sense depending on the actual feature set packaged along with it.

By: Christ

Christ — Mon, 26 Mar 2018 22:13:30 +0000

Twilio Flex starts at $1000 per seat and there is additional pricing as well.

By: Ilya Selitser

Ilya Selitser — Thu, 15 Mar 2018 09:03:16 +0000

In reply to Tsahi Levent-Levi. Tsahi, I agree with you: generally UC != Contact Center, but practically all UCaaS vendors have CC as one of the most important parts of their offerings.

By: Tsahi Levent-Levi

Tsahi Levent-Levi — Thu, 15 Mar 2018 04:29:29 +0000

In reply to Norm Platt.

Contact centers usually don’t “do” UC. They just take care of outbound communication with customers and potential customers (there are other types of contact centers as well, but these will be the majority).

Flex being a contact center solution, I don’t see it as a total UC solution. That would require a different type of a product to be developed (either separately or “inside” Flex).

By: Norm Platt

Norm Platt — Wed, 14 Mar 2018 22:55:55 +0000

Tsahi,
Thanks, I see what you mean. I’m thinking that underneath a Unified Communications Solutions (UC), one needs a method of creating, organizing and responding to contacts within the UC user community. I thought UC incorporated all the pieces of a business communications system? Is it correct to believe that Twilio with Flex can provide services within the total UC solution or are they unrelated?

By: Tsahi Levent-Levi

Tsahi Levent-Levi — Wed, 14 Mar 2018 16:18:48 +0000

In reply to Norm Platt.

Norm,

Thanks for the comment. How would Twilio appear in a Gartner Magic Quadrant for UC if Twilio was never a UC vendor AND Flex (which isn’t UC but contact center) was only announced this week?

Don’t expect Twilio or Flex to appear there. UC != Contact Center.

By: Norm Platt

Norm Platt — Wed, 14 Mar 2018 16:11:38 +0000

Hello Tsahi,

I’ve been using Twilio as a Contact Center for years using a third party tool called OpenVBX which is really not supported anymore. When I look for solutions, I like to start with Open Software and “free is good”, but not always the best. The market for a full Communications Solutions is so diverse and competitive, I don’t know where all the chips are going to fall. I run into Salesforce CMS often in larger organizations. Not sure of the hierarchy, but quite a few years ago, I was playing around with Communigate on a Windows 2000 Server Environment, which provided Unified Communications (https://www.communigate.com) prior to others getting into the market. I put it aside as it didn’t support voice, video, mobile, etc. at the time, but now I see they support mobile. I don’t even see Communigate or Twilio in the Gartner Magic Quadrant for UC. What’s your take on this? Of course Twilio is not UC, but perhaps with Flex, they would like to get into this market?

https://www.ringcentral.com/lp/gartner-magic-quadrant.html

By: Tsahi Levent-Levi

Tsahi Levent-Levi — Wed, 14 Mar 2018 15:01:06 +0000

In reply to Scott Colesworthy.

Thanks Scott.

I don’t think it is on YouTube. The link was shared on a Twilio blog post. Here’s where I embedded it from: https://livestream.com/accounts/26687643/events/8101543

By: Scott Colesworthy

Scott Colesworthy — Wed, 14 Mar 2018 14:58:50 +0000

Hello Tsahi,

Great work as always. Is the Jeff keynote video available somewhere as a URL? It doesn’t seem to be posted to Youtube.

Thank you.