Programmability is one of the main benefits that help to tailor your contact center to fit your business needs. In the next section, we will cover this benefit across each layer that makes up the Twilio Flex stack. Programmability gives you granular control over each module (channels, interface, routing, workflows, etc.) that make up the Flex stack. Through a series of front-end SDKs and APIs, developers have the option to use code to access every layer of the contact center platform (channels, reports, integrations, routing, etc.) to tailor the communication experience.
We think about programmability like a white canvas that allows you to design, plan, test, and change exactly what you need, as your business evolves. This gives you the ability to build customer and agent experiences exactly how you need them. We have talked to multiple organizations that feel locked into a solution that does not meet their needs and others that had to alter their business to fit the technology.
