Twilio Announces Platform Additions to Support Digital Engagement

Today at SIGNAL, Twilio's annual developer conference, the company announced three new products that aim to support its customers increased need for seamless digital experiences. The new products, Twilio Video Web RTC Go, Twilio Frontline, and the Event Streams API offer examples of how organizations that use an API-led approach can respond in an agile way to new challenges in the marketplace. 

Twilio Video Web RTC Go is a free toolkit that allows users to create and launch one-to-one video applications. Imagine a healthcare clinic that needs a way to see patients virtually. With Video Web RTC Go, the clinic can build an application that allows doctors to see their patients in a one on one setting. According to Twilio senior director of Platform and developer experience Quinton Wall, Video Web RTC GO was built because Twilio had seen a 500% increase in demand for video since the start of the COVID-19 pandemic. What Twilio heard from its developers was that there was a big need to integrate video into as many applications as possible. Video Web RTC Go was built on top of the Twilio Video APITrack this API and because Twilio Video is HIPAA compliant, any applications built with the new toolkit will already have the necessary security standards baked in.

Twilio also released Frontline, a mobile application that businesses can offer to their employees in the field that allows them to engage with customers anywhere, from their personal devices. 

A recent study shows that 80% of the global workforce is deskless and that many field workers will use their own personal devices to communicate with customers. Not only does this introduce privacy concerns, but it can also be difficult for businesses to track these individual conversations.

Wall stated that the idea for Frontline came out of conversations with customers who were forced to keep their employees at home due to the pandemic. Frontline leverages the Conversations API which allows developers to build conversation experiences across channels such as WhatsApp, SMS/MMS, and webchat. With Frontline, these conversations are routed to a single mobile app that is available on an employee’s personal device. 

Lastly, Twilio introduced Event Streams, an API that aggregates data across all customer interactions sent or received on the Twilio platform and enables real-time monitoring and reporting across every communication channel. Event Streams allows users to consume centralized streams of data from Messaging, Voice, Super SIM, and TaskRouter events into the system of their choosing. Eventually, all Twilio events will be supported by the API. According to Wall, “the thing that we've heard from customers is they need to enable that digital engagement. And the more that they know about their own consumers and their customers, it's incredibly important that we unlock the potential of all that data.” Event Streams is available to Twilio customers today in Private Beta, free for the first 100,000 events.

The COVID-19 pandemic has created a huge shift in how we work and live and in response,  organizations have had to transform the way they do business. But, this won’t be the last catalyst for major change and APIs are a key driver that allows organizations to remain agile no matter what market forces are at work. Composable enterprises that leverage API-led connectivity will be positioned to survive and even thrive during such change.

Be sure to read the next Messaging article: RingCentral Launches New API for High-Volume SMS Service