Story
Twilio
TrimbleTwilio Supports Omnichannel Service at Trimble
Trimble, an information technology organization in the United States, uses Twilio Messaging 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 Messaging |
| Capability | Contact center teams work from the same Twilio Messaging record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
Story
Trimble grew contact center routing faster than the local tools around it. From the United States, information technology 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. Trimble 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.
