What is Flex Insights?
Flex Insights allows you to perform workforce optimization (WFO) in Twilio Flex. It provides a 360-degree view of every conversation in your Flex contact center so that you can provide agents with valuable feedback, knowledge, and skills.
Contact centers use Flex Insights software to improve performance in three major areas:
- Service quality
Flex Insights helps contact centers protect their brand by mitigating risk, addressing compliance, and simplifying dispute resolution. It verifies conversations for compliance, objection handling, and upselling skills while freeing up time for higher value tasks such as agent coaching.
- Agent performance
Flex Insights helps contact centers shorten the time it takes to onboard agents, track their progress, and provide them with relevant feedback and personalized coaching. This helps create a more confident workforce and leads to greater agent retention.
- Customer experience
Flex Insights helps contact centers see a unified view of the customer journey. This helps companies discover opportunities to improve their products, processes, and agent skills in customer conversations.
Flex Insights software provides contact centers with valuable insights to track key performance indicators (KPIs) from a high level down to individual conversations. These insights help you find the root causes behind KPI changes and trends and make data-driven improvements as needed. Flex Insights technology ultimately helps contact centers measure the right metrics and optimize their performance.
When Twilio developed Flex—our next-generation programmable contact center platform—we knew that a growing number of businesses were looking for workforce optimization capabilities in their contact centers. To that end, we included our best-practices Flex Insights suite in the platform. Flex users can use these tools to maximize their contact center performance right away, with the freedom to customize dashboards, metrics, and KPIs to fit their business's needs.
Here are some of the tools available in the full workforce optimization solution included in Twilio Flex:
- Call Recording Search and Playback
- Quality Management/Assessment Management
- Real-time Monitoring and Coaching
- Workforce Management (WFM) Note: While Flex doesn't provide WFM capabilities like forecasting and scheduling, we can blend critical WFM KPIs with the rest of the data in Flex.
- eLearning Note: While Flex isn't a learning management system (LMS) vendor, we can blend data from an LMS system, such as test scores, with the rest of the data in Flex. Additionally, Flex supports quick exports of calls for training/eLearning purposes (like best practice calls, how to handle objections, etc.).
- Feedback/Voice of the Customer
- Agent Desktop Analytics
- Performance Management (Historical* Dashboards, Reports, Alerts, Updates, and KPIs) *Note: historical refers to anything older than one hour.