Story
Twilio
SonovaSonova Standardizes Contact Center Routing on Twilio
Sonova, a health care organization in Switzerland, uses Twilio Voice from Twilio to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Omnichannel service stays visible to adjacent teams through Twilio Voice |
| Capability | Contact center teams work from the same Twilio Voice record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
Story
Sonova is based in Switzerland and runs health care 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 Sonova, 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.
