PRESS RELEASE: Twilio the leading cloud communications platform company announced support for Amazon Connect, the newly announced cloud-based contact center service from Amazon Web Services (AWS). Twilio’s Programmable APIs will enable a range of new capabilities, including integrating phone intelligence lookup to personalize Amazon Connect contact flows, enhance customer contact details, and follow up with post-call surveys via SMS.
“We’re excited that Twilio’s APIs can be integrated into Amazon Connect’s contact flows to create intelligent, personalized experiences,” said Eric Docktor, Director of AWS Services. “Today’s contact center managers expect tools to make the best use of their resources, and Twilio’s unique capabilities can help ensure they get it. For example, contact flows can retrieve threat scores to reduce spam and fraud.”
“We’re pleased to further extend our work with Amazon Web Services by helping to power and further enhancing the capabilities of Amazon Connect,” said Twilio CEO and co-founder Jeff Lawson. “Supporting the continued advancement of the contact center to its more agile future in software, frees developers and businesses from the legacy approach to contact centers — an approach that simply can’t keep pace with customer expectations today.”
This announcement furthers the long-standing relationship between the two companies, which includes Twilio integration with Amazon Lex and Twilio support of Amazon SNS and Amazon Chime. Twilio is built and globally deployed on the highly scalable AWS Cloud.