Story
Twilio
Boehringer IngelheimBoehringer Ingelheim Uses Twilio Segment for Contact Center Routing
Boehringer Ingelheim, a health care organization in Germany, uses Twilio Segment from Twilio to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Twilio Segment is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Inside Boehringer Ingelheim, omnichannel service used to depend on whoever still had the latest file. That pattern is common in health care groups working out of Germany. Contact center teams needed a system that would still make sense after the original project team moved on.
Boehringer Ingelheim uses Twilio Segment from Twilio as the working layer for contact center routing. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Boehringer Ingelheim gets from Twilio is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
