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TWILIO OVERVIEW - CONTACT CENTER TECHNOLOGYAL COOK | PRODUCT DIRECTOR AND HEAD OF CONTACT CENTER | AL@TWILIO.COM

TO BUILD CONVERSATIONS THROUGH YOUR SOFTWARE

COMMUNICATIONS BUILDING BLOCKS

INTELLIGENT ROUTING

COMMUNICATION APIs

CARRIER CONNECTIVITY IN-APP SDKs

AL COOK | @CALOZPOM

1,000,000 Developers

90,000 Paying Customers

75 billion API requests

500,000 Developer apps

NYSE: TWLO June 23, 2016

Q1 ’16: $59M >80% YoY growth

AL COOK | @CALOZPOM

SOME CUSTOMERS

RETAIL REAL ESTATE FINANCE CONSUMER TECH

AUTOMOTIVE TRANSPORT HEALTHCARE SAAS & ENTERPRISE

ZENDESK VOICE AND SMS

Twilio Powered

In browser contextual calling and SMS handling for agents

Programmable Voice

Programmable SMS

LIGHTNING VOICE

Twilio Powered

Native voice calling within Salesforce

Programmable Voice

Twilio Client

CALL CENTER 2.0

Twilio Powered

Consolidate 17 disparate, legacy regional systems

Programmable Voice

IP Messaging

Programmable Video

Task Router

Twilio allows us to treat our contact center as software.

With Twilio, we’re going from 13 different implementations to one solution for all ING countries.

R U T G E R D E S M E T C H A P T E R L E A D C O O O M N I C H A N N E L E X P E R I E N C E , I N G

VOICEagile change management | flexible programming | augment existing offerings

AL COOK | @CALOZPOM

AGILE VOICE CHANGE MANAGEMENT

ITERATE IVR FLOWS SCREEN POP++

• Track usage of calls coming from click-to-call or dialed

• Measure value of marketing campaigns

• Forward calls to Twilio over SIP and do IVR on Twilio

• A/B testing of call flows with more agility

CALL TRACKING

• Lower friction to customers calling

• Pass context of customer journey to agent

• Schedule call backs

CLICK TO CALL

PBXSIP

1-800-

• Provide richer data with socio-economic and demographic data through Twilio Marketplace Add-Ons.

ADD-ONSBETA

Caller ID Clean Call

Mobile Ownership

Advanced Caller ID

Phone Reputation Carrier InfoCaller

Name

Phone Intelligence

AL COOK | @CALOZPOM

SIP TRUNKING AND PHONE NUMBER

Instantly provision your IP infrastructure with global voice

connectivity designed for resilience

• PSTN connectivity in 55+ countries

• Instant provisioning with no contracts

• On demand scaling - no need to maintain your own spare number inventory

• SMS, MMS and recording enabled

• Highly available global service

• Fallback to Twilio Cloud if local equipment outage

OMNI-CHANNELprogrammable routing | messaging | channel pivoting | intelligent bots

TASKROUTER GIVES OMNICHANNEL

AL COOK | @CALOZPOM

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{"skill":"sales",}

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TWILIO

YOUR APP SERVER

A new case is automatically

created

Agent can respond directly from within

ticket

SMS + MMS Alerts

Use SMS for marketing or support notifications and 2-way interaction

543221 3 4 5

Your business logic automatically

responds

User sends an SMS to your toll-free support

number

AL COOK | @CALOZPOM

OMNICHANNEL: SMS CHANNEL PIVOT

1-800-YOURBIZ

PBX

1) EACH TIME A CALLER RINGS, SEND TEXT OFFERING CHANNEL PIVOT

2) CUSTOMER CAN HANG UP AND CONTINUE BY SMS. MESSAGES GO TO AGENT UI ROUTED BY TASKROUTER

AL COOK | @CALOZPOM

40% call deflection Rate

AL COOK | @CALOZPOM

AI BOTS FOR BETTER ROUTING AND SELF

AL COOK | @CALOZPOM

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TWILIO

MY APP SERVER

MEYA.AI

INITIAL CONVERSATION CONNECTED TO BOT

TASK UPDATED

BOT EITHER QUALIFIES INTENT OR HANDLES SELF SERVICE INTERACTIONS

AL COOK | @CALOZPOMPHOTO CREDIT: GILLES LAMBERT VIA CHRIS

It’s 2016 and you still can’t message a business like you would a friend. Let’s fix that.

- Ben Eidelson

WEBRTC AND REAL-TIME COMMS

A SUITE OF IP COMMUNICATIONS PRODUCTS

TWILIO CLIENT

NETWORK TRAVERSAL

TWILIO VIDEO

TASKROUTER

IP MESSAGINGSIP REGISTRATION

NOTIFY OTT MESSAGING

AUGMENT EXISTING CALL CENTER WITH TWILIO WEBRTC GATEWAY

AL COOK | @CALOZPOM

ADD WEBRTC TO YOUR PBX OR CALL CENTEREnable your employees or agents to take calls in the browser and provide a more informed customer experience

NO SOFTWARE OR HARDWARE UPGRADE REQUIREDNo need to update your premises equipment. Just forward particular numbers to Twilio’s Gateway over SIP or PSTN

ZERO CAPEXNo fees to get going. No hardware, no upgrade fees - just pay as you use it with completely elastic scale

EXPAND YOUR WORKER LOCATIONSWhether you’re opening a call center in the Philipines or enabling home workers, WebRTC makes expansion easy

AL COOK | @CALOZPOM

TWILIO VIDEO

WebRTC SDK for JS, iOS and Android

Use for voice and video calls where all ends are SDKs

Exposed through SDK and controlled through SDK

No integration today with <Conference> <Record>

IN-APP CHAT FOR CUSTOMER SUPPORT

IN APP CHAT

AL COOK | @CALOZPOM

IP MESSAGING

Multi-party chat capabilities for iOS, Android and JS with history and state sync’d across multiple devices

Chat specific convenience functions like typing indicators, read state, push notifications

Can transmit rich multimedia content or user defined JSON objects for embedding contextual data

NOTIFY

OTT MESSAGING TWO-WAY

AL COOK | @CALOZPOM

TWILIO IN THE CALL CENTER

E N D C A L L

John Smith

Wallace Grommit

SOFTWARE ENGINEER

ACCT MNGR

8 moCONTRACT

California, USALOCATION

@jsmith2Looking forward

to this new #twilio

product realse.

CREDIT LIMIT

VOICE SMS CHAT SOCIAL VIDEO SIP TRUNK

EXISTING CALL

CENTER

OMNI-CHANNEL AGENTS SIP PHONES

ENHANCE EXISTING CALL CENTER FLOWS

INTEGRATE NEW CHANNELS WITH EXISTING

SIP PHONES

Privileged & Confidential, Copyright 2014 Twilio Inc.Privileged & Confidential, Copyright 2014 Twilio Inc.

Any Questions?AL COOK | AL@TWILIO.COM |