Twilio > Omnichannel Contact Center

Omnichannel Cloud Contact Center

Built on Twilio Flex: all channels in a single platform

The contact center is no longer a switchboard

Separate channels, frustrated customers.

Customers contact companies on WhatsApp, then call back by phone, then write in chat. At every step they repeat who they are and what they want. Agents work across separate platforms, with no context, no history, no unified view. The result: rising costs, frustrated customers, data lost across channels. A unified platform turns every interaction into context: the profile grows richer, the service scales with virtual AI agents, and human agents focus where they matter most.

Separate channels, frustrated customers.

Twilio Flex: the programmable contact center

All channels in a single interface, adapted to the company's processes.

Twilio Flex brings all communication channels into a single interface. The agent sees the customer, what they asked, and what their value is — regardless of the channel. Every element is customizable: routing, agent interface, integrations, automations, dashboards.

The contact center adapts to the company's processes, not the other way around. Twilio is recognized as a Leader in the 2025 Gartner Magic Quadrant for CPaaS, the platform on which Flex is built.

What we implement with Twilio Flex

Intelligent Routing

Every interaction reaches the right person.

Routing based on skills, workload, customer priority, and incoming channel.

Native omnichannel routing

A single queue for all channels.

Voice, WhatsApp, SMS, web chat, email, social messaging, and video from the same interface.

CRM Integration

The customer profile that’s always visible.

Flex connects to HubSpot, Salesforce, and custom systems: every interaction updates the CRM automatically.

Real-time SLA and analytics

Live operational data, not the day after.

Metrics on wait times, volumes by channel, team performance, and service level compliance.

Full customization

No template constraints.

Agent interface, conversational flows, automations, and integrations designed around the company's processes.

Certified Twilio Gold Partner

The only partner in Italy with direct certification across the entire Twilio stack.

Exelab is a member of the EMEA Partner Advisory Board 2026, with certified expertise across Flex, Conversation Relay, Messaging, Voice, and Video. For clients this means vendor-validated implementations, early access to new features, direct escalation to the Twilio team, and architectures designed to the platform's official standards.

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Twilio Flex + HubSpot integration

When the contact center talks to the CRM, every interaction becomes context.

Being both a Twilio Gold Partner and a HubSpot Elite Solutions Partner makes it possible to build native integrations between the two platforms: the customer profile visible inside Flex, tickets generated as HubSpot objects, agents seeing the complete history without switching screens. An operational advantage that only a partner certified on both platforms can deliver.

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A way of working that produces results

Evolved

From architecture design to production deployment, we implement enterprise omnichannel contact centers on Twilio Flex. As the only Gold Partner in Italy, we operate with platform expertise and access that have no equivalent in the Italian market.

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Powerful

Voice, WhatsApp, chat, email, video: all channels, one platform, one partner certified at the highest level.

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