Twilio Flex gives contact centres the freedom to build around their own processes, but that flexibility can create a much bigger development workload than expected. Utilising pre-built plugins can reduce development effort, speed up deployment and make it easier to add the capabilities teams need without starting from scratch.

Housing associations now have 24 hours to acknowledge emergency hazards. The contact centre is where every compliance clock starts, and most don't have a system that knows the report has been received.

A customer buys a car every three to four years. Between purchases, the contact centre is the brand. Vertu Motors had dozens of sites and no single version of that experience.

2.4 million UK businesses are still on legacy telephone infrastructure. Only 31% have completed migration. The ones who move now do it in controlled conditions.

The adoption numbers are impressive. The operational reality is a different story. Here's where the gap is, and what closes it.

UK agent attrition hit 31.2% in 2025/26. Tenure has fallen to 13 to 15 months. The cause isn't the work: it's the tools.