Story
Twilio
PinterestPinterest Modernizes Contact Center Routing with Twilio
Pinterest, a communication services organization in the United States, uses Twilio Messaging from Twilio to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Twilio Messaging |
| Capability | Contact center teams work from the same Twilio Messaging record for contact center routing |
Story
Pinterest grew contact center routing faster than the local tools around it. From the United States, communication services teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out Twilio Messaging put omnichannel service on Twilio. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Pinterest keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
