Twilio Managed Service Offerings
Twilio Managed Service Offerings

Twilio Managed Service Offerings

Improve Your Contact Center’s Reliability and Performance


Our a la carte lineup of services are specially tailored to help supplement your in-house staffing and capabilities, or offer a white glove approach. We can own as little or as much operational upkeep and management of the solution as desired.

Key Benefits:

·        24x7x365 access to highly skilled, specialized cloud contact center technical professionals

·        Reduce risk to the business

·        Proactive system support and monitoring for improved performance, less downtime, and fewer glitches

·        Reduce business costs with controlled and predictable spending

·        Improve IT efficiencies and business optimization

·        Greater scalability and availability

·        Third-party vendor management

Essentials Operations and Support:

·        24x7x365 tiered-level technical support (L1-L3)

·        Performance health monitoring of the Twilio instance with proactive customer notification

·        Platform troubleshooting and resolution

·        Management of ongoing updates and upgrades of the Twilio Flex instance

·        End-user/agent/supervisor training

·        Liaison with Twilio support as needed

·        Twilio manufacturer partner support plan with defined service level agreements

·        Dedicated technical account manager

·        Monthly service performance delivery reporting

·        Semi-annual business review

Custom Development Operations and Support:

·        24x7x365 developer support for customizations and integrations

·        Performance health monitoring of custom components with proactive customer notification

·        Release and deploy custom code upgrades to fix verified reproducible bugs

·        Release and deploy custom code upgrades to remain compatible with Twilio service enhancements

·        Liaison with Twilio support and other third-party integrated vendors as required

·        Solution architecture documentation management

·        Defined service level agreements

Managed Moves, Adds, Changes, and Deletes:

·        Unlimited remote minor configuration adjustments of routine administrative tasks

·        Management of secure moves, adds, changes, or deletes within the platform

·        Defined service level agreements within 48 hours

Our operations and support team acts like in-house IT with highly skilled specialization, without the associated costs. As a Twilio Gold Partner, we work directly with Twilio in situations where vendor support is required. Our direct channel access enables our experts to provide dedicated support with heightened urgency.

Essential Operations and Support Service

Perficient’s Essentials Operations and Support package provides a combination of critical services that play an instrumental role to the ongoing health, performance, optimization and efficiency of your Twilio environment.

Operations and Support Customer Development Service

Add an additional layer of security where developer level specialized expertise is a requirement. This offering is focused on the health, performance and management of all customization implemented throughout the solution.

Managed Administration Service

Allow Perficient to own day to day platform administration with unlimited minor configuration adjustments within the Twilio environment.

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Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America.

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