Story
Twilio
FortescueFortescue Standardizes Contact Center Routing on Twilio
Fortescue, a materials organization in Australia, uses Twilio Voice from Twilio to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Twilio Voice is the governed place contact center teams use for omnichannel service |
Story
Fortescue is based in Australia and runs materials operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Twilio, with Twilio Voice as the product contact center teams actually open. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. For Fortescue, that means contact center teams can open one workflow, see contact center routing, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for contact center routing.
