Story
Twilio
Liberty MutualLiberty Mutual Brings Contact Center Routing onto Twilio
Liberty Mutual, a financials organization in the United States, uses Twilio Segment from Twilio to support omnichannel service for contact center teams.
Liberty Mutual asked for a cleaner operating picture of contact center routing. Twilio is what they run.
“Financials work at Liberty Mutual 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 |
|---|---|
| Capability | Omnichannel service stays visible to adjacent teams through Twilio Segment |
| Capability | Contact center teams work from the same Twilio Segment record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
Story
Financials work at Liberty Mutual 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 Segment) is what they standardized on. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Liberty Mutual 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 The story is about operating change, not an unpublished percentage.
