Twilio

Twilio is a market‑leading cloud communications platform that powers customer engagement across voice, SMS, email, messaging apps and more. It also provides a powerful customer data platform that helps you unify interaction data and build more joined‑up, personalised customer experiences.

As an official Twilio Partner, NewRedo combines Twilio’s platform with our engineering and delivery expertise to create secure, resilient and cost‑effective solutions tailored to your business. We design, build and run systems that have to work reliably at scale, often in regulated and finance‑focused environments, and we bring that experience to every Twilio project we deliver.

Whether you want to modernise how you talk to customers, reduce the cost and risk of legacy telecoms, or embed communications and data‑driven insights into your core products, NewRedo and Twilio can help you get there quickly, safely and iteratively.

The Customer Problems We Solve

Today’s organisations face a similar set of challenges around communication and engagement:

• Fragmented channels: Phone, SMS, email, WhatsApp, in‑app messaging and chat are often run through separate tools, teams and suppliers, creating inconsistent customer experiences and operational overhead.
• Disconnected customer data: Interaction data is spread across multiple systems, making it hard to get a single view of the customer or to orchestrate personalised journeys based on real behaviour.
• Legacy telecoms and contact centre systems: On‑premise PBXs and inflexible call centre platforms are expensive to maintain, slow to change, and hard to integrate with modern applications, CRMs and data platforms.
• Inconsistent customer journeys: Customers start on one channel and finish on another; authentication, notifications and support don’t feel joined up and are hard to track end‑to‑end.
• Security, compliance and reliability pressures: Particularly in finance and other regulated sectors, every communication touchpoint must be secure, auditable, and highly available, without adding friction for customers.
• Difficulty experimenting and iterating: Updating IVRs, message flows or contact routing can require large projects or vendor change requests, making continuous improvement slow and expensive.

Our partnership with Twilio is designed to address exactly these pains.

How Twilio Helps Solve These Problems

Twilio provides a cloud communications platform and customer data platform that allow you to design, build and manage customer interactions across channels using modern APIs and configurable tools. In practical terms, this means:

• **Omnichannel communication from one platform: **Use Twilio to send and receive SMS, handle voice calls, support WhatsApp and other messaging apps, deliver email notifications, and embed in‑app or web chat, all from one consistent platform.
• Programmable, API‑driven communications: Instead of being locked into rigid telecoms or contact centre systems, Twilio lets you configure call flows, messaging logic and routing using APIs and visual tools. This makes communications a first‑class part of your software, not a bolt‑on.
• Modern contact centre capabilities: With Twilio’s contact centre tools, you can build tailored customer service experiences—IVRs, intelligent routing, agent desktops, and integrations—designed around your operations rather than forcing you into a one‑size‑fits‑all product.
• Integrated identity, security and verification: Twilio supports secure verification use cases such as one‑time passwords (OTPs), two‑factor authentication (2FA) and step‑up verification via SMS, voice, email and messaging apps, helping you protect accounts and transactions with minimal friction.
• Customer data platform for joined‑up experiences: Twilio’s customer data capabilities help you bring together data from interactions across channels into a single, actionable view. This enables you to: -- Orchestrate consistent, personalised journeys across SMS, email, voice and messaging apps. -- Use real‑time behavioural data to trigger the right communication at the right moment. -- Give agents and internal systems a unified view of the customer, improving service quality and decision‑making.
• Global reach and scalability: Twilio’s cloud infrastructure is built to scale with your customer base and traffic patterns, providing reliable delivery and performance across regions and time zones.**
• Data and insights: By centralising interactions and customer profiles on Twilio, you gain clearer visibility into how customers engage with your business across channels, enabling better analytics and continuous optimisation.

On their own, these are powerful capabilities. Combined with NewRedo’s delivery approach and sector experience, they become targeted solutions to your specific business challenges.