The Fundamentals of Flex – 2nd Thursdays

Workshop introducing basic concepts of Flex, Twilio’s cloud-based programmable contact center platform.  We will cover the main concepts of Studio, TaskRouter, and Flex and we will discuss ways to customize the behavior and visual elements of the Flex UI. This will be accompanied by hands-on exercises demonstrating the discussed topics.By the end of the course, you will have a working prototype of Flex integrated with our demo CRM.

• Introduction to Studio
• General introduction to what Flex is and what it can do
• Description of ways to customize behavior and UI
• Brief intro to related topics like SSO, WFO and hosting options
• Exercises demonstrating discussed content with a capstone project demonstrating integration of Flex with 3rd party CRM

Designed for

• Developers who will be working with Twilio Flex
• Consultants hired to research/build contact center
• Companies looking to build a new contact center using Twilio Flex
• Companies looking to augment or replace their existing contact center and want a crash course on the power of Flex

Outline

• Introduction to Studio, TaskRouter and Flex
• Behavior and UI customization options
• Single Sign-On and WorkForce Optimization
• Hosting options for Flex
• Hands on exercises with capstone project integrating Flex with a demo CRM, retrieving customer data into a Studio IVR, passing data from IVR to Flex and building a plugin to display customer data in the Flex UI

Prerequisites

• Twilio account (can be trial)
• Node.js installed and working (Node.js 8, NPM 5)
• Cloud environment is used for remote training sessions

Attendees

• Developers
• Working knowledge of JavaScript
• Familiar with command line
• No React experience needed