Story
Twilio
MascoHow Masco Runs Omnichannel Service on Twilio Voice
Masco, an industrials organization in the United States, uses Twilio Voice 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 |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Masco is based in the United States and runs industrials 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 Masco, 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.
