Story
Twilio
Edwards LifesciencesEdwards Lifesciences Extends Twilio Flex Across Omnichannel Service
Edwards Lifesciences, a health care organization in the United States, uses Twilio Flex from Twilio to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Twilio Flex is the governed place contact center teams use for omnichannel service |
Story
Inside Edwards Lifesciences, omnichannel service used to depend on whoever still had the latest file. That pattern is common in health care groups working out of the United States. Contact center teams needed a system that would still make sense after the original project team moved on.
Edwards Lifesciences uses Twilio Flex from Twilio as the working layer for contact center routing. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Edwards Lifesciences gets from Twilio is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
