Skip to main content

Solutions for Twilio Flex

Floor Walker is a commercial add-on suite for Twilio Flex. It is installed into your own Flex account as a plugin and adds a predictive dialer, an embedded CRM, AI insights, language tools, screen recording, a supervisor console, wallboards and historical reports. The Floor Walker service behind it is hosted for you by us in a dedicated environment, or installed in your own cloud or data center so your data never leaves your environment. Each page below answers one question about what Flex teams commonly need and how Floor Walker provides it.

Solutions​

  1. Predictive and power dialer for Twilio Flex: preview, progressive, power and predictive campaigns with answering-machine detection, callbacks, DNC lists and calling windows, plus bulk SMS and WhatsApp.
  2. Screen recording for Twilio Flex: a desktop recorder for voice and messaging that covers parallel chats in one session and plays back any single conversation with coaching notes.
  3. A Flex Insights alternative: historical reports on data seconds old, with per-queue service levels, IVR journeys, exports, your own BI tools and plain-language questions.
  4. Real-time wallboard for Twilio Flex: service level, queue, agent and dialer tiles, live in Flex and on any TV through a revocable link.
  5. CRM inside Twilio Flex: the customer's profile, identities across channels, cases and follow-up tasks, opened with the task.
  6. AI summaries and insights for Flex conversations: every call and chat transcribed and summarized with sentiment, outcome, topics and tags, using prompts you control.
  7. Live translation, AI Compose and dictation: two-way chat translation, one-click rewrites and speech-to-text in the Flex message box.
  8. Twilio Flex in Hebrew and right-to-left languages: every Floor Walker screen in English and Hebrew, with a right-to-left layout.
  9. A supervisor console for Twilio Flex: live queues, Erlang C staffing estimates, attention items and audited actions on agents.
  10. Twilio Flex add-ons in your own cloud or ours: an installation in your own cloud or data center, or managed hosting by us, with encryption in transit and at rest and access through the user's Flex login.

Compare​

See it on your own Flex​

Product documentation starts at the docs home. Book a demo: hello@floorwalker.dev