Twilio announced a new Flex SDK for businesses to integrate contact center capabilities directly into their existing applications, including voice capabilities for Agentforce Service. The launch also adds enhanced insights, a flexible User + Usage pricing model that is available for Flex deployments on an existing Twilio account, and support for Flex instances with sub-accounts. The customer experience (CX) industry is changing rapidly with conversational AI deployment for customer service and sales reaching either the final or complete stages of development across 63% of organizations.
Simultaneously, 59% of organizations expect to fully replace the conversational AI solution they have in place within the next 12 months ? driven by growing consumer expectations. Twilio solves this with a flexible, scalable platform and embeddable contact center that unifies Communications Platform as a Service (CPaaS) and Contact Center as a Service (CCaaS) into a single, unified experience, also supporting Salesforce?s recent Agentforce Contact Center launch.
With Flex, enterprises benefit from platform APIs and an SDK that integrates custom contact center functionality into their existing technology stack, simplifying the escalation of agentic AI workflows to AI-assisted human agents in their familiar applications. New Flex capabilities transforming contact center deployment include: Flex SDK: A single, modular JavaScript SDK that enables developers to embed contact center functionality directly into any web application, including custom CRMs. The SDK streamlines deployment by abstracting thousands of lines of orchestration code into simple function calls. Twilio for Salesforce Voice ?
BYOT (Bring Your Own Telephony): A native Voice integration (General Availability) with Salesforce Voice that enables customers to use Twilio?s trusted infrastructure ? global telephony, routing, and orchestration capabilities ? directly inside Salesforce.
Enhanced Insights: Businesses can now ingest raw reporting data directly into their own application and business intelligence tools, creating a unified 360-degree view of enterprise health and a deeper understanding of the customer journey. Support for Sub-accounts: Enterprises and ISVs can now deploy Flex directly within sub-accounts ? offering a simple operating model for regional, environment, or tenant isolation.
Twilio also introduced User + Usage pricing, available to accounts deployed on an existing Twilio account, to provide the flexibility to scale agentic AI ? ensuring customers pay only for the orchestration technology and engagement volume their specific automation requires. The model combines low per-seat license fees with consumption-based costs.
Existing Twilio Flex customers and the Flex user interface will continue to be supported.
