Twilio handles phone calls as well as text messages, from simple menus to full contact center workflows.
Callers press a few buttons, land with the wrong person and have to explain everything again. Your team has no record of what was said or why they called.
We build voice workflows on Twilio that route customers to the right place and capture the information you need. An IVR is the automated phone menu that asks callers what they need. Around that menu, we can set up call routing, recording and transcription.
IVR menu design and build
Call routing based on time, caller ID or business rules
Call recording and transcription for quality and compliance
CRM and ticketing links that pop up caller details on screen
We work out where each call should land, based on time of day, caller ID or your business rules.
Simple menus go in Studio’s visual builder. More complex routing uses custom TwiML, Twilio’s code for call instructions.
We configure recording, consent handling, storage and transcription to match your retention and compliance needs.
Calls connect to your CRM or ticketing system, so caller details appear on your team’s screen.
We care about compliance, cost, monitoring and maintainability from day one, which saves our clients from the expensive mistakes that most Twilio accounts eventually run into. For voice work, that means sorting out consent, storage and routing before your first caller reaches the menu.
For many businesses, yes. Twilio Flex and custom Twilio Voice builds can handle inbound and outbound calling at meaningful scale. For larger contact centers, we evaluate whether Twilio or a managed platform is the better fit.
We use Twilio Studio or custom TwiML, depending on complexity. Simple menus use Studio’s visual builder, and more complex routing uses code for flexibility.
Yes. We configure recording with proper consent handling and storage. Recordings can be stored in Twilio, S3 or other destinations, depending on your retention and compliance needs.
Yes, we can set that up. Twilio offers built-in transcription, and we can also connect third-party transcription services for higher accuracy or specialized needs.
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