Story
Twilio@
Philip Morris International
How Philip Morris International Runs Omnichannel Service on Twilio Voice
Philip Morris International, a consumer staples organization in the United States, uses Twilio Voice from Twilio to support omnichannel service for contact center teams.
Teams at Philip Morris International moved contact center routing onto Twilio after local tools started to collide.
“Consumer Staples work at Philip Morris International spans more than one site, even when headquarters sits in the United States.”
“Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| 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 |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Consumer Staples work at Philip Morris International spans more than one site, even when headquarters sits in the United States. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.
Twilio (Twilio Voice) is what they standardized on. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Philip Morris International uses it as the system of record for contact center routing, with contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
