Building a Contact Center with Twilio Flex

These are all common questions and understanding how to connect all the moving parts of the Twilio eco-system can be a daunting task. In this book I aim to guide you through building a production ready Twilio Flex Contact Center, from configuring your IVR, setting up your TaskRouter workflows, connecting multiple communication channels and deploying your own plugins.

This is a book by Josh Hornby. Over the last 5 years I’ve built multiple contact centers with Twilio products, from using the original TaskRouter all the way through to Twilio Flex.

This is an opinionated book. I only cover topics I have significant first-hand experience with. You won't find most of the knowledge I share here in the Twilio docs.

Contents

• Preface
• Self hosting vs hosted Flex
• TaskRouter Deep Dive - Workflows, Queues, Skills & more
• Using Terraform with TaskRouter
• Building your IVR with Twilio Studio
• Inbound & Outbound Calls
• Programable Chat
• Your CRM & Twilio Flex
• Writing your own plugins
• Twilio CLI
• Flex Insights

When will this book be released?

Soon, I promise.

What's the refund policy?

If what you see is not what you expected, just reply to the download email within 30 days, and you'll get a full refund. No questions asked.