Issue 3: March 2024
Have you moved to Flex v2, yet? The clock is ticking ?. Flex v1 reaches end-of life (EOL) on the 30th of June 2024. To find out how simple/complex the biggest ever Flex upgrade will be for you, use our complimentary Complexity Check!
Also in this issue:
Let’s get to it!
The clock is ticking on Twilio Flex v1
Flex v1 reaches end-of-life on the 30th of June 2024 at which point critical security features, fixes and new functionality will no longer be available.
Moving to v2.0 is the biggest ever Flex upgrade and takes some planning and consideration.
Grab a copy of our Migration Guide and take our complimentary Migration Readiness Check to find out:
Here at Zing, it’s hard to forget that Flex v1 is being sunsetted (we even have a countdown clock in the office to remind us). We’ve helped the likes of Age UK, AnyVan, Bennetts, CityLit, NRC, Oxfam, SRA, Sure Store, Terrys Fabrics and many others make the move, and have become well versed in the process.
If you have any questions, please don’t hesitate to get in touch!
How granular are your contact centre analytics?
If you’re on a paid Flex plan the you have access to Flex Insights, a truly awesome analytics platform.
You can go super-granular (seeing when agents and customers are talking over each other, and periods of silence for example) but you also get complete oversight of your macro Key Performance Indictors (KPIs).
领英推荐
Whether you’re just getting started or what to delve a little deeper, our Head of Customer Success, Nadine Norton is recording how-to videos to help. Check them out and let us know what you’d like to see covered next.
Introducing Design & Build Labs
If you’re looking for a bit of handholding (and a partner who can do the trickiest bits for you), you need look no further than our new Design & Build Labs services.
They’re a bit like Twilio Advisory Services Packages, but with the distinct advantage of being fully hands-on, with us building on your behalf when needed.
Services include: Flex Rapid Launch, Flex UI 2.0 Migration, Messaging Express Start, Chat Express Start, Voice / IVR Express Start, WhatsApp Express Start and more.
For full details, please message Adam O’Kelly !
“Unusually high call volumes”
Organizations that are consistently playing, “sorry, we are experiencing unusually high call volumes” are “lying” says Martin Lewis of MoneySavingExpert.com (a famous British consumer interest website), who warns that he’s coming for them.
Lewis is asking people to report such instances - within 24 hours he’d already had thousands of submissions.
Make sure you don’t fall foul of this lazy, but all too common, practice!
Thanks for reading. Stay tuned for more insights and best practices.