Twilio Case Studies Enhancing Contact Centre Efficiency with contactSPACE and Twilio's Cloud-based Solutions

	Enhancing Contact Centre Efficiency with contactSPACE and Twilio's Cloud-based Solutions Twilio

Enhancing Contact Centre Efficiency with contactSPACE and Twilio's Cloud-based Solutions

Twilio

Technology Category	Infrastructure as a Service (IaaS) - Cloud Databases Sensors - Level Sensors
Applicable Industries	Cement Finance & Insurance
Use Cases	Time Sensitive Networking
Challenge	contactSPACE, a cloud-based contact centre software solution provider, faced a significant challenge when they acquired a customer based in New York. Their homegrown voice stack/API was not equipped to support this customer without investing in expensive additional infrastructure. The company, which was born inside AWS (Amazon Web Services) and is based in Australia, needed to provide the same high-quality service to their American customers as they did to their Australian ones. The challenge was to find a solution that could be deployed quickly and efficiently, without compromising on quality or requiring significant investment in infrastructure. Read More
About Customer	contactSPACE is a cloud-based contact centre software solution provider based in Australia. The company was founded by Dave O’Leary 15 years ago with a mission to fix many contact centre issues. In 2015, he was able to create a contact centre software solution that needed zero tech people to build and implement. Using their contact strategies – a combination of their own data and data they’re able to capture from their customers, their cloud-based software solution supports a large and wide variety of verticals, with a strong footprint in non-profit organisations. Read More
Solution	contactSPACE turned to Twilio for Elastic SIP Trunking, a global PSTN (public switch telephone network) connectivity for voice-over-IP solution. Twilio’s Elastic SIP Trunking is deployable in more than 100 countries and can have a contact centre set up within minutes. In less than one hour, contactSPACE was able to set up their New York-based customer with zero quality issues. Additionally, contactSPACE offers organisations a plugin for Twilio Flex that enables them to build end-to-end contact centres with their 4flex.io product offering. Twilio Flex is a programmable contact centre solution that allows companies like contactSPACE to provide their customers with a software plugin that helps Flex customers make efficient, compliant, outbound contact. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Cloud Databases

Sensors - Level Sensors

Applicable Industries

Cement

Finance & Insurance

Use Cases

Time Sensitive Networking

Challenge

contactSPACE, a cloud-based contact centre software solution provider, faced a significant challenge when they acquired a customer based in New York. Their homegrown voice stack/API was not equipped to support this customer without investing in expensive additional infrastructure. The company, which was born inside AWS (Amazon Web Services) and is based in Australia, needed to provide the same high-quality service to their American customers as they did to their Australian ones. The challenge was to find a solution that could be deployed quickly and efficiently, without compromising on quality or requiring significant investment in infrastructure.

About Customer

contactSPACE is a cloud-based contact centre software solution provider based in Australia. The company was founded by Dave O’Leary 15 years ago with a mission to fix many contact centre issues. In 2015, he was able to create a contact centre software solution that needed zero tech people to build and implement. Using their contact strategies – a combination of their own data and data they’re able to capture from their customers, their cloud-based software solution supports a large and wide variety of verticals, with a strong footprint in non-profit organisations.

Solution

contactSPACE turned to Twilio for Elastic SIP Trunking, a global PSTN (public switch telephone network) connectivity for voice-over-IP solution. Twilio’s Elastic SIP Trunking is deployable in more than 100 countries and can have a contact centre set up within minutes. In less than one hour, contactSPACE was able to set up their New York-based customer with zero quality issues. Additionally, contactSPACE offers organisations a plugin for Twilio Flex that enables them to build end-to-end contact centres with their 4flex.io product offering. Twilio Flex is a programmable contact centre solution that allows companies like contactSPACE to provide their customers with a software plugin that helps Flex customers make efficient, compliant, outbound contact.

Impact #1	The partnership with Twilio has allowed contactSPACE to expand its contact centre software solution to other countries including the UK, Germany, other parts of Europe and Asia. This has saved the company both time and money in terms of deployment. The integration of Twilio’s APIs into contactSPACE’s software has given their customers a technology that is proven across hundreds of companies and thousands of users. The company has been able to help get organisations up and running with the touch of a button. Furthermore, the average talk time increased from 42 seconds to above one minute, all while simultaneously making fewer calls. This has led to better calls and better outcomes for contactSPACE and its customers.

Impact #1

The partnership with Twilio has allowed contactSPACE to expand its contact centre software solution to other countries including the UK, Germany, other parts of Europe and Asia. This has saved the company both time and money in terms of deployment. The integration of Twilio’s APIs into contactSPACE’s software has given their customers a technology that is proven across hundreds of companies and thousands of users. The company has been able to help get organisations up and running with the touch of a button. Furthermore, the average talk time increased from 42 seconds to above one minute, all while simultaneously making fewer calls. This has led to better calls and better outcomes for contactSPACE and its customers.

Benefit #1	Deployed contact center in 2 days
Benefit #2	25% increase in talk time with less calls
Benefit #3	50 million calls made overall

Benefit #1

Deployed contact center in 2 days

Benefit #2

25% increase in talk time with less calls

Benefit #3

50 million calls made overall

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Overview

Enhancing Contact Centre Efficiency with contactSPACE and Twilio's Cloud-based Solutions

Operational Impact

Quantitative Benefit