CustomerZone360 NEWS

Free eNews Subscription

Twilio and Nylas Partner on Improved Call Center Access to Communication Tools

By Tracey E. Schelmetic November 22, 2023

Customer engagement platform provider Twilio and communications platform company Nylas recently announced a partnership to leverage Twilio Flex alongside Nylas’ communication APIs to enhance customer engagement and developer experiences. Nylas offers a communications platform that provides developers with universal access to email, calendar, and contacts providers through a single API integration. The combination of Nylas and Twilio Flex is expected to provide organizations with secure access to additional communication channels, tools and data. With Nylas and Twilio, organizations will be in a better position to facilitate customer experiences, expedite development lifecycles and automate workflows with increased productivity and revenue-driving opportunities.

In the announcement, Nylas and Twilio noted that they can enable technical teams to more seamlessly integrate business communication channels into teams' workflows and applications. With these integrations in place, users of the combined solution can gain automation of daily activities by updating contact information directly from email signatures, thus reducing agents' response times by providing only the data agents need – i.e. removing email clutter and instantly scheduling meetings with other departments to improve customer satisfaction. The blended solution is also expected to allow developers to deploy features faster and more efficiently at scale.

The goal is to increase user productivity by eliminating context switching during customer support transactions. With Nylas and Twilio, users will have unified access to communication channels, such as email, SMS, calendars, and relevant customer data within a single interface, which helps improve productivity. In addition, the partnership will enable contextual email capabilities designed for conversational email interactions, facilitating secure connections to users’ inboxes for robust email management tools and message analytics, bi-directional syncs, intelligent features that remove clutter and complexity, and industry-leading deliverability through a single API integration.

“Companies today are increasingly seeing how investing in great customer engagement can directly lead to growth,” said Gleb Polyakov, co-founder & CEO of Nylas. “At the same time, businesses are under immense pressure to cut costs and operate as efficiently as possible. The combination of Nylas and Twilio allows organizations to accomplish both. With Nylas’ APIs and Twilio Flex, companies can deliver customer engagement and data-driven insights across critical communication channels while simultaneously arming developers with the toolkit they need to build efficiently and securely.”

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending

By: Tracey E. Schelmetic    2/27/2024

Enterprise experience platform solutions provider Medallia, Inc. recently announced the findings of its new research report, "Understanding Personaliz…

Read More

Unmasking the Menace: How Deepfakes Pose Phishing Attacks on Customer Service

By: Special Guest    2/27/2024

Deepfake scammers are coming for your customers. As AI becomes increasingly sophisticated, cybercriminals are creating deepfake content that is increa…

Read More

CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey

By: Tracey E. Schelmetic    2/27/2024

AI-powered lead intelligence solutions provider CallRail has announced AI-driven, self-reported attribution capabilities as a part of its innovation p…

Read More

Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI

By: Tracey E. Schelmetic    2/26/2024

Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…

Read More

Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality

By: Tracey E. Schelmetic    2/26/2024

A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…

Read More