HOW TO BUILD A CONTACT CENTERFOR FUN

(AND PROFIT)With Twilio Task Router

And AWS Lambda

HOW DO I BUILD A SOLUTION WHICH...

> Allows customers to get in touch using any method> Keeps agents busy, yet responsive

> Can be built quickly> is reliable

> Scales

CLOUD SERVICES GALORE!> Twilio Task Router

> AWS Lambda> AWS API Gateway

> Twilio Client> Twilio Voice / Messaging

> Auth0> Postmark

CREATING A TASK FROM SMS

CREATING A TASK FROM E-MAIL

HANDLING TASKS IN THE FRONTENDUSING TASKROUTER.JS

HANDLING INCOMING CALLS

REPLY TO AN SMS OR E-MAIL

CALLBACK FROM AN SMS

FINDINGS

> Config is code> I'm in a love / hate relationship with API Gateway

> Crazy Scalable> Prioritize Tasks

CODE

Backend - https://github.com/droberts84/universal-contact-center-beFrontend - https://github.com/droberts84/universal-contact-center-

fe

CONTACT INFO@drobtravelshi@drob.net

www.drob.net