Like a lot of companies, helpdesk system provider Zendesk needed a way to integrate telephony with their product offering. Unlike many companies, Zendesk probably could have gone out and built the capability for themselves. But they didn’t. Instead, they worked with cloud communications company Twilio to build the necessary functionality. Twilio recognises that telephony is a feature of a broader customer system, rather than a compelling product in its own right. As such, their API-based model is specifically designed to make it as easy as possible to incorporate voice communications into something else, whether that’s a customer helpdesk, an event booking system, or the telephone system of a large enterprise. Join Zendesk and Twilio to learn more about this use case, and to understand the growing importance of the API in the IT systems of tomorrow.
30th November to 1st December 2011