Twilio: Twilio Brings Attention-Based Routing to Contact Centers

Twilio has released attention-based routing for contact centers in a public beta. Announced during the company's Q1 2025 release, the new feature will be available for users of Flex, Twilio's cloud contact center platform. To understand how the feature works, it's critical to understand the challenges of an agent working in an omnichannel contact center. [...]