Twilio, Seasalt.ai extends partnership, to build multi-country contact centres

Singapore – As part of expanding their partnership in the APAC region, customer engagement platform Twilio and cloud communication AI provider Seasalt.ai released SeaX, a GTM bundle for Twilio Flex targeted at helping businesses streamline omnichannel communications.

The solution is also expected to streamline the rollout of a complete contact centre for multinational businesses that need to launch solutions in many countries or across multiple geographies and timezones like Southeast Asia, Europe, or different states in the U.S.

SeaX also includes Twilio Flex plugins that will address common contact centre requirements while keeping customization flexibility.

This also supports omnichannel messaging to webchat, SMS, Messenger, WhatsApp, Line, and Google Business Messages, amongst others. SeaX also allows integration with common CRM software such as Zendesk, Salesforce, HubSpot, and Microsoft Dynamics 365.

Its customers have likewise reported time and cost savings to deploy all services to production and get agents on calls in less than 10 days.

“We’re excited about the partnership between Twilio and Seasalt.ai to bring SeaX to the market. The launch of this bundle – which leverages Twilio Flex – will empower organizations to build a programmable contact center platform that allows them to build customer engagement applications that fit their business,” said Frankco Shum, director of APJ Flex Partners at Twilio.

J Arnold & Associates’ Principal Jon Arnold also said, “Seasalt AI understands the importance of bringing together conversational AI and the multichannel contact center into the same experience. Twilio has been working with the in-house developers of businesses large and small for many years, helping them create customized customer and agent experiences.”

“SeaX is a way to quickly get Twilio Flex up and running out of the box out of the box and also allows for deep customization,” he added.

Xuchen Yao, CEO of Seasalt.ai, also commented, “The swift collaboration between Twilio and Seasalt.ai greatly accelerated customer’s contact center operations in the APJ region. Most customers wanted an operational contact center ‘yesterday’, and we delighted them with a launching date ‘next week’. This quick launch bundle is well adapted to the fast-paced business demand in APJ.” 

Twilio has also previously launched Twilio Live, a solution that allows businesses to integrate audio and video live streaming solutions into their applications.

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