Twilio

Twilio Flex is a digital engagement center platform that enables organizations to build flexible contact centers with real-time data integration and AI capabilities. The platform allows businesses to create personalized, data-driven customer service and sales interactions across multiple channels without requiring complete replacement of existing systems.

Flex offers three main use cases: contact center operations, sales enablement, and digital concierge services. The platform integrates with existing systems like Salesforce, Zendesk, and custom CRMs, while providing features like Agent Copilot powered by Unified Profiles for AI-driven automation. Companies can customize and deploy solutions quickly, with the flexibility to build internally or work with Twilio Professional Services and partners.