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Google Embraces the Contact Center: Page 15 of 21

Twilio Integration between Flex and Contact Center AI

Head of Twilio Flex, Al Cook (pictured above), opened his comments in the Next session by saying, "At Twilio we like to do things a little differently, maybe sometimes a little bit dangerously." Cook then described how the Twilio Flex team would not demo a vendor integration solution, but rather would "live code" to show how a customer could create an integration between its Flex contact center as a service (CCaaS) and Contact Center AI.

While providing a Flex overview, Cook added some pricing information we had not heard before on this yet-to-be-GA CCaaS solution launched at Enterprise Connect 2018 (see my related No Jitter post). Twilio initially described a per agent/per month pricing model for Flex, but as Cook revealed last week it also plans a per active user/per hour -- a consumption model -- option.