Story
Twilio
Goldman SachsGoldman Sachs Runs Omnichannel Service with Twilio
Goldman Sachs, a financials organization in the United States, uses SendGrid from Twilio to support omnichannel service for contact center teams.
In the United States, Goldman Sachs relies on Twilio for omnichannel service.
“In the United States, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.”
“Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Omnichannel service stays visible to adjacent teams through SendGrid |
| Capability | Contact center teams work from the same SendGrid record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
Story
Goldman Sachs did not need another dashboard that nobody opened. It needed omnichannel service to move. In the United States, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
SendGrid from Twilio is now in that path. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The company treats it as production tooling for omnichannel service, which is why contact center teams live in it rather than exporting from it once a quarter.
Goldman Sachs can show how contact center routing is handled today. That is the value: a repeatable way to run omnichannel service on software the rest of the industry already recognizes.
