Twilio Flex allows you to effectively communicate with clients and colleagues and keep all communication history logged in one place.
Use cases:
Call management – the connector allows Creatio users to make inbound and outbound calls using the Twilio communication solutions. During the call, an agent can access all information about the Contact, including the history of previous communications.
Call Analytics – analyze the quality of communications with clients based on the number of call attempts and conversations, duration of calls, and call results.
Key features:
Make outgoing calls and accept incoming calls in Creatio
Put a call on hold
Indicate a call result
Keep track of call analytics
Blind transfer support
Automatic change of agent status under different scenarios
Manual closing of the active tasks
Supported basic features:
Access an entire call history with a client
Identify a Contact and Account by a phone number
Manage User Statuses
Configure queues