Twilio unveiled Flex, its new call center product yesterday and it definitely lived up to the anticipation that has been building since the rumors started last month. Our two stories on it Twilio Shakes Up the Cloud Call Center World with Flex and The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era broke our traffic records, so we knew the interest level was red hot.
The big question we talked about in those posts was whether Flex would be a “formal” cloud call center offering, with per-agent / per-month pricing or some kind of upgrade to its existing call center related APIs. Turns out it’s neither. It’s something new: a call center platform. Fascinating.