"Managing and routing large volumes of phone calls is a key strength of the contact center functionality we are building on top of Twilio,” said Patrick Stonelake, Director of Innovations at Fruition Partners. “Twilio's new Queue feature will enhance scalability by greatly simplifying the overall architecture."
“We think <Queue> will be a hit with developers who need to build call centers,” said Jeff Lawson, CEO and co-founder of Twilio. “But we feel that’s only the most obvious use case--using less code to do more is always a win for developers and we see <Queue> being leveraged by every vertical. We can’t wait to see what people build.”
Call queues created with the new <Queue> primitive automatically maintain the state of the caller without having to use polling and extra network traffic to check the caller status. <Queue> also automatically knows what order in which they called, and how long they’ve been on the line. This allows developers to use this information to update callers on their position in the queue and their expected wait time, all while using less than half the network traffic of a solution that was not built with <Queue>.
Developers can create custom logic around the time spent in queue for example, after five minutes, the app can offer to call user back. Additionally, <Queue> enables those receiving the call to be more effective in their interactions by “whispering”
“We've built a next-generation customer acquisition and on-demand pay-per-call platform using Twilio to manage the heavy-lifting of the phone backend,” said Adam Varga, Lead Telephony Engineer at Datalot Inc. “As a longtime partner, we've been thrilled by the pace at which Twilio releases new functionality. The new <Queue> feature is yet another great addition to the product.”
<Queue> is available to use today, and documentation can be found at http://www.twilio.com/
applications. The company is privately held and is headquartered in San Francisco, California.