Ekata joined Twilio for their annual developer conference Twilio SIGNAL in San Francisco last week. This was my third time attending–I’m impressed by the momentum built in their developer ecosystem over recent years. We were excited to participate in this vibrant community and share how data can be used to create more intelligent call flows.
The power of developers and transformation of customer engagement are the two drivers Twilio highlighted throughout the event. Developers are playing an increasingly important role in driving the agenda for businesses. Additionally, the focus is moving beyond calls and texts as businesses look for ways to transform the way they interact with customers.
Here are some of the announcements that caught my attention:
- Speech recognition
Twilio announced the beta release of Speech Recognition. This powerful new feature integrates with Google’s Cloud Speech API, so developers can add transcription to their Twilio voice services without having to train complicated models. This service supports 89 languages, and does all processing in real-time. Speech Recognition will surely enable interesting Interactive Voice Response (IVR) use cases and real-time call scoring and analysis opportunities.
- API management for Add-ons
Add-ons, which were announced last year, enabled one-click installs for partner applications, such as advanced caller ID from Ekata. The challenge for Add-on users was that all configuration was done via a web UI. Twilio announced API controls to install and control Add-ons. This will make it much easier for developers managing complex customer engagement platforms to programmatically configure Add-ons.
- Launch of channels
We are moving to an omnichannel customer engagement world. A study by NewVoiceMedia says 60% of customers change their contact channel depending on where they are and what they’re doing. A single customer may use phone, email, Twitter, Facebook, and text. Twilio has extended existing functionality to allow developers to build one integration for Alexa, Facebook Messenger, Slack, Twitter, Viber, LINE, SendGrid, HipChat, and Kik. Businesses can now more easily integrate the channels their customers prefer.
- Web-based integrations for TaskRouter
To optimize the call channel, metrics are critical. TaskRouter now allows for data to flow to analytics platforms like Keen.IO with the associated tags. Within Keen, you can analyze key business metrics like average handling time, first call resolution, or any other metric that matters your business.
It was great to meet with our customers, tech leaders and our friends at Twilio. I look forward to seeing continued innovation at next year’s event.
Learn more about the Twilio integration with Ekata gives developers a single source for adding in-depth phone and caller data attributes onto their Twilio powered products and solutions.