TwilioビジネスセミナーVol.46

Transcript

1. 5XJMJPͷ͝঺հ 5XJMJPϏδωεηϛφʔ
   7PM

2. Copyright (C) KDDI Web Communications Inc. All Rights Reserved %P
   ZPV
   LOPX
   5XJMJP
   

3. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 3

   Evangelist Katsumi Takahashi
 KDDI Web Communications Inc. Twilio Division facebook: katsumi.takahashi Twitter: _katsumi github: mobilebiz qiita: mobilebiz

4. © 2009 - 2014 Twilio, Inc. All rights reserved. ABOUT

   US ʮτΡΠϦΦʯͱൃԻ͠·͢ɻ 2008೥ αʔϏε։࢝ ຊࣾ͸αϯϑϥϯγεί ϩϯυϯɺχϡʔϤʔΫɺϚυ Ϧʔυɺ߳ߓɺγϯΨϙʔϧͳ Ͳɺੈք11ϲॴʹڌ఺͋Γ 2016೥6݄ʹIPOʢNYSEʣ

5. Twilio's mission is to fuel the future of communications. ABOUT

   US

6. Japan Launch 2013.4.17

7. Growth in Japan     

8. 5XJMJPͰԿ͕มΘΔͷ͔

9. Copyright (C) KDDI Web Communications Inc. All Rights Reserved ΩϟϦΞͱͷి࿩ճઢܖ໿͸ཁΓ·ͤΜ
   

   νϟωϧͷ֓೦͕͋Γ·ͤΜ
   جຊྉ͕͋Γ·ͤΜ
   ϓϩάϥϜͰి࿩Λ੍ޚͰ͖·͢

10. ୭͕Կʹ͔ͭͬͯΔͷ͔

11. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 11

    ෱Ԭࢢ༷ʢࣗಈԠ౴ʣ

12. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 12

    גࣜձࣾϥΠφϑ༷ʢԻ੠ԕִૢ࡞ʣ

13. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 13

    ߹ಉձࣾselfree༷ʢίʔϧηϯλʔʣ

14. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 14

    TBS༷ʢࣗಈൃݺʣ

15. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 15

    NETFLIX༷ʢύεϫʔυϦηοτʣ

16. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 16

    airbnb༷ʢϚονϯάʣ

17. 5XJMJP͕ఏڙ͢ΔαʔϏε

18. Copyright (C) KDDI Web Communications Inc. All Rights Reserved ి࿩ˍ4.4
    "1*

    18

19. Copyright (C) KDDI Web Communications Inc. All Rights Reserved ి࿩ˍ4.4
    "1*

    ίϛϡχέʔγϣϯ"1* 19

20. 20 ENGAGEMENT CLOUD PROGRAMMABLE COMMUICATIONS CLOUD SUPER NETWORK Runtime Account

    Security Multi-channel Communications APIs AUTHY NOTIFY TASKROUTER PROG. SMS PROG. VOICE PROG. VIDEO PROG. CHAT PROG. FAX PHONE NUMBERS SHORT CODES SIP TRUNKING CHANNELS Global coverage Elastic capacity Network learning Instant provisioning Clean numbers FUNCTIONS DEBUGGER ASSETS USERS CREDENTIALS SYNC ADD-ONS PROXY FLOWS PROG. WIRELESS UNDERSTAND FRAMES Engagement Studio VERIFY LOOKUP Notifications Contact Center Mobile Workforce Developer
 Experience

21. 21 ENGAGEMENT CLOUD PROGRAMMABLE COMMUICATIONS CLOUD SUPER NETWORK Runtime Account

    Security Multi-channel Communications APIs AUTHY NOTIFY TASKROUTER PROG. SMS PROG. VOICE PROG. VIDEO PROG. CHAT PROG. FAX PHONE NUMBERS SHORT CODES SIP TRUNKING CHANNELS Global coverage Elastic capacity Network learning Instant provisioning Clean numbers FUNCTIONS DEBUGGER ASSETS USERS CREDENTIALS SYNC ADD-ONS PROXY FLOWS PROG. WIRELESS UNDERSTAND FRAMES Engagement Studio VERIFY LOOKUP Notifications Contact Center Mobile Workforce Developer
 Experience

22. Phone Numbers ೥݄ݱࡏɺੈքΧࠃͷ௨৴ࣄۀऀͱ઀ଓࡁΈɻ
    ͦΕͧΕͷࠃͷి࿩൪߸Λߪೖͨ͠Γɺͦͷ൪߸Λ࢖ͬͯి࿩Λ͔͚ͨ Γड͚ͨΓ͢Δ͜ͱ͕Մೳɻ
    ೔ຊࠃ಺Ͱ͸ɺ൪߸ʹՃ͑ͯɺϑϦʔμΠϠϧͷΛఏڙ ʢʹ͍ͭͯ͸ɺӦۀ΁໰͍߹Θͤʣɻ
    ͳ͓ɺ൪߸͸ֹ݄ԁʢ੫ࠐΈʣͰ͝ఏڙ͓ͯ͠Γ·͢ɻ

23. SIP Trunking IP-PBX SIPαʔόʔ طଘͷ*11#9ͳͲ͔Βɺ5XJMJPͷωοτϫʔΫΛར༻ͯ͠ɺ೔ຊΛ࢝Ί ͱͯ͠ੈք֤ࠃʹి࿩͕͔͚ΒΕ·͢ɻ
    ൃ৴͸ԁ෼ʢݻఆѼʣɺண৴͸ԁ෼ʢ൪߸Ѽʣ

24. Channels /PUJGZ΍1309:Ͱར༻͕Մೳͱ ͳΔ֤छαʔϏε޲͚ͷίωΫγϣ ϯνϟωϧɻ
    ֤αʔϏεͱͷ઀ଓΛ؆ૉԽ͠ɺ αʔϏεΛҙࣝͤͣʹͦΕͧΕͷ αʔϏεͱͷϝοηʔδͷ΍Γऔ Γ͕ՄೳʹͳΔɻ

25. 25 ENGAGEMENT CLOUD PROGRAMMABLE COMMUICATIONS CLOUD SUPER NETWORK Runtime Account

    Security Multi-channel Communications APIs AUTHY NOTIFY TASKROUTER PROG. SMS PROG. VOICE PROG. VIDEO PROG. CHAT PROG. FAX PHONE NUMBERS SHORT CODES SIP TRUNKING CHANNELS Global coverage Elastic capacity Network learning Instant provisioning Clean numbers FUNCTIONS DEBUGGER ASSETS USERS CREDENTIALS SYNC ADD-ONS PROXY FLOWS PROG. WIRELESS UNDERSTAND FRAMES Engagement Studio VERIFY LOOKUP Notifications Contact Center Mobile Workforce Developer
 Experience

26. Programmable Voice 5XJ.-΍3FTU"1*Λ࢖ͬ ͯɺԻ੠௨࿩Λ࣮ݱ͠· ͢ɻ
    ϒϥ΢β΍εϚʔτϑΥ ϯ༻ͷ4%,΋͝༻ҙͯ͠ ͍·͢ɻ

27. Programmable SMS 5XJ.-΍3FTU"1*Λ ࢖ͬͯɺ4.4ͷૹड ৴Λ࣮ݱ͠·͢ɻ
    େྔൃ৴ͳͲΛίϯ τϩʔϧ͢Δػೳɺ ߴ඼࣭4.4΋͝༻ҙ ͍ͯ͠·͢ɻ

28. Programmable VIDEO ࠷େ໊·ͰͷϏ σΦ௨࿩ʹରԠ͠ ͍ͯ·͢ɻ࿥ը΋ Ͱ͖·͢ɻ

29. Programmable Chat 8FC4PDLFU΍4PDLFU
    *0ͷ࣮૷͸ෆཁ
    ΦϑϥΠϯϝοηʔδϯάʹରԠ
    ϚϧνσόΠεʹ͓͚Δίϯςϯπಉظ
    '3".&4ʢσβΠϯπʔϧʣʹରԠ

30. Programmable Wireless 5XJMJP͕ఏڙ͢Δ.7/0αʔϏεɻ
    5XJMJP͔Β-5&ରԠͷ4*.ΧʔυΛߪೖ͢Δ͜ͱ͕Ͱ͖ɺ7PJDFɺ4.4ɺ %BUB͕ར༻Մೳʢ೔ຊͰ͸7PJDF4.4͸ະରԠʣɻ
    ೥݄ݱࡏɺ೔ຊΛؚΉҎ্ͷࠃͰࠃࡍϩʔϛϯάʹͯར༻͕ Մೳʢ%FWFMPQFS
    1SFWJFXʣɻ
    ೔ຊͰͷར༻ྉ͸ɺॳظඅ༻͕ԁɺֹ݄جຊྉ͕ԁɺσʔλ௨ ৴ར༻ྉ͕(#·Ͱ.#ʢԁ.#ʣ

31. Programmable FAX ൪߸Λ࢖ͬ ͨ'"9ͷૹड৴ ͕ɺ"1*ܦ༝Ͱ࣮ ߦͰ͖·͢ɻ
    ݱࡏૹड৴Մೳ ͳσʔλ͸1%' ͷΈͰ͢ɻ

32. 32 ENGAGEMENT CLOUD PROGRAMMABLE COMMUICATIONS CLOUD SUPER NETWORK Runtime Account

    Security Multi-channel Communications APIs AUTHY NOTIFY TASKROUTER PROG. SMS PROG. VOICE PROG. VIDEO PROG. CHAT PROG. FAX PHONE NUMBERS SHORT CODES SIP TRUNKING CHANNELS Global coverage Elastic capacity Network learning Instant provisioning Clean numbers FUNCTIONS DEBUGGER ASSETS USERS CREDENTIALS SYNC ADD-ONS PROXY FLOWS PROG. WIRELESS UNDERSTAND FRAMES Engagement Studio VERIFY LOOKUP Notifications Contact Center Mobile Workforce Developer
 Experience

33. © 2009 - 2014 Twilio, Inc. All rights reserved. AUTHY

    5XJMJP͕ఏڙ͢Δɺೋཁૉೝূͷι ϦϡʔγϣϯͰ͢ɻ
    5051ͷ4%,΍ɺΞϓϦΛఏڙͯ͠ ͍·͢ɻ3'$ʹ४ڌ͍ͯ͠ΔͨΊɺ (PPHMF
    "VUIFOUJDBUPSͷ୅ΘΓʹ ར༻͢Δ͜ͱ΋ՄೳͰ͢ɻ
    0OF5PVDIΛར༻͢Δͱɺύείʔ υΛೖྗ͠ͳ͍ͰೝূΛߦ͏͜ͱ΋ Ͱ͖·͢ɻ

34. © 2009 - 2014 Twilio, Inc. All rights reserved. Notify

    5XJMJP͕ఏڙ͢Δɺ௨஌"1*܈Ͱ͢ɻ
    ௨஌Ͱ͖Δର৅ͱͯ͠͸ɺΞϓϦʢJ04 "OESPJEʣɺ$IBUɺ4.4ɺ$IBOOFMTͳͲͰ͢ɻ
    /PUJGZΛ࢖͏͜ͱͰɺσόΠεͷҧ͍Λҙࣝ͢Δ ͜ͱͳ͘ɺҰͭͷίʔυͰҰ੪ʹ৘ใΛϓογϡ ͢Δ͜ͱ͕ՄೳʹͳΓ·͢ɻ

35. © 2009 - 2014 Twilio, Inc. All rights reserved. TASKROUTER

    5XJMJP͕ఏڙ͢ΔεΩϧϕʔ ε"$%ͷ"1*܈Ͱ͢ɻ
    ి࿩΍ϝοηʔδɺνϟο τͳͲͷෳ਺ͷೖྗνϟϯ ωϧΛ౷߹͠ɺλεΫͷ༏ ઌॱҐΛؚΊͨɺϓϩάϥ ϚϒϧͳίϯλΫτηϯλʔ Λߏங͢Δ͜ͱ͕Ͱ͖·͢ɻ

36. © 2009 - 2014 Twilio, Inc. All rights reserved. PROXY

    5XJMJP͕ఏڙ͢Δɺಗ໊௨ ࿩ͷ"1*܈Ͱ͢ɻ
    ͓ޓ͍ͷి࿩൪߸Λ஌Βͤ ͣʹ௨࿩΍4.4Λަ׵͢Δ ͜ͱ͕Ͱ͖·͢ɻ
    ஥հ͢Δి࿩൪߸ͷ؅ཧ΋ 5XJMJP͕ࣗಈతʹߦ͍· ͢ɻ

37. © 2009 - 2014 Twilio, Inc. All rights reserved. FLOWS

    υϥοάΞϯυυϩοϓͰɺίʔ ϧϑϩʔ΍ϝοηʔδϯάϑϩʔ Λ࡞੒͢Δ͜ͱ͕Ͱ͖ΔσβΠ ϯπʔϧɻ
    ΢ΟδΣοτͱݺ͹ΕΔ෦඼Λ ૊Έ߹ΘͤΔ͜ͱͰɺݱ৔ͷํʑ ͱ։ൃऀ͕ҰॹʹγεςϜΛ࡞ͬ ͍ͯ͘͜ͱ͕Ͱ͖·͢ɻ

38. Call Center Software Best Practices ίʔϧηϯλʔγεςϜબ୒ʹ͓͚Δͷ࠷దղ https://www.twilio.com/learn/contact-center/call-center-software-best-practices

39. #1 Update your IVR on demand. ࣗ෼ͨͪͰߋ৽Ͱ͖Δ*73 ܧଓతͳ"ʗ#ςετ΍ɺސ٬ͷมԽʹॊೈʹ ରԠͰ͖Δ*73Λબͼ·͠ΐ͏ɻ
    ͦͷ*73͸ࣗ෼Ͱमਖ਼͠ɺݕূ͢Δ͜ͱ͕Ͱ͖

    Δ͜ͱ͕େ੾Ͱ͢ɻ
    ͦΕΒ͸Ի੠ೝࣝɺଟࠃޠରԠɺΦϜχνϟ ωϧʹ΋౷߹͞Ε͍ͯΔ͜ͱ͕๬·͍͠Ͱ͢ɻ

40. #2 Include SMS support. 4.4ΛαϙʔτͰ͖ΔΑ͏ʹ͠·͠ΐ͏ ଟ͘ͷސ٬͸ɺԻ੠ʹΑΔରԠΑΓ΋ςΩετ ϕʔεͰͷίϛϡχέʔγϣϯʹߠఆతͰ͢ɻ
    5XJMJP͸ɺશੈքͰҰ೔ʹԯ௨ͷϝοηʔ δΛ഑ૹ͍ͯ͠·͢ɻ
    طଘͷԻ੠ϕʔεͷγεςϜʹɺ؆୯ʹϝοηʔ

    δϯά͕૊ΈࠐΊΔ͔Ͳ͏͔Λ൑ఆͯͩ͘͠͞ ͍ɻ

41. #3 Provide a web interface. 8FCͷΠϯλʔϑΣʔεΛ࣮૷͠·͠ΐ͏ 8FC35$Λ࢖ͬͨίʔϧηϯλʔ͸ɺॳظί ετΛ཈͑ɺॊೈੑʹ෋Έɺ֦ுੑΛ࣋ͪ· ͢ɻ
    8FC35$͸ɺطଘͷ1#9ʹো֐͕ൃੜͨ͠ͱ

    ͖ͷόοΫΞοϓͱͯ͠΋༗ޮͰ͢ɻ
    ·ͨɺΦϖϨʔλʹରͯ͠΋ɺ8FCϕʔεͰ ސ٬ͷ৘ใΛఏڙͰ͖ΔϝϦοτ͸ɺඇৗʹ େ͖͍Ͱ͢ɻ

42. #4 Connect with click-to-call. ΫϦοΫҰͭͰి࿩͕Ͱ͖Δ͘͠Έ 8FCαΠτʹϘλϯΛઃஔ͠ɺ؆୯ʹి࿩͕ ֻ͔Δ࢓૊ΈΛఏڙ͠·͠ΐ͏ɻ
    ϫϯϓογϡͰి࿩͕͔͔ͬͯ΋Α͍͠ɺίʔ ϧόοΫΛ࢖ͬͯ΋ྑ͍Ͱ͠ΐ͏ɻ
    ϩάΠϯͨ͠ϖʔδ΍ɺαΠτͷϖʔδຖʹϘ

    λϯΛ੾Γ෼͚Δ͜ͱͰɺΫϦοΫͨ͠Ϣʔβ ʹ࠷దͳԠର͕Ͱ͖ΔΑ͏ʹͳΓ·͢ɻ

43. #5 Add web chat and video. νϟοτ΍ϏσΦΛ௥Ճ͠·͠ΐ͏ ए͍ੈ୅ͷސ٬͸ɺΑΓςΩετϕʔεͰͷ αϙʔτΛ๬ΜͰ͍·͢ɻ
    νϟοτʹΑΔαϙʔτ͸ɺϦΞϧλΠϜੑ

    ͕͋ΓɺϝʔϧΑΓ؆୯Ͱ͢ɻ
    ը໘Λڞ༗ͨ͠Γɺૢ࡞ΛϨΫνϟʔ͢Δ ৔߹ͳͲͰ͸ɺϏσΦνϟοτ΋༗ޮͰ͢ɻ

44. #6 Use attribute-based and omni-channel routing. ଐੑʹԊͬͨ࠷దͳϧʔςΟϯάͱɺΦϜχνϟωϧରԠ εΩϧϕʔεͷϧʔςΟϯά͸ɺސ٬ͷଐੑʹ Ԡͯ͡ɺ࠷దͳεΩϧΛ࣋ͬͨΤʔδΣϯτΛ நग़͠ɺ͢͹΍͘઀ଓ͠·͢ɻ
    

    *73ʹΑͬͯސ٬͕બ୒ͨ͠ΤʔδΣϯτ͕ɺ ඞͣ͠΋࠷దͳબ୒ͱ͸ݶΓ·ͤΜɻ
    ·ͨɺطଘͷ*73ʹνϟοτ΍ϏσΦɺ4.4Λ ௥Ճ͢Δ͜ͱ΋ɺސ٬ʹͱͬͯ͸બ୒ࢶ͕޿ ͕Γ·͢ɻ

45. #7 Provide mobile customer care. ϞόΠϧϢʔβ΁ͷରԠ ݱࡏɺސ٬͕ར༻͢ΔσόΠεͷຆͲ͸ ϞόΠϧͰ͢ɻ
    ސ٬͕ϞόΠϧ͔Β઀ଓ͍ͯ͠Δ͜ͱΛ ҙࣝͨ͠ίʔϧηϯλʔγεςϜ͕ඞཁ

    Ͱ͢ɻ
    $MJDLUP$BMM΍ɺνϟοταϙʔτɺ৔ ߹ʹΑͬͯ͸ϏσΦͷαϙʔτ΋ϞόΠ ϧʹ࠷దԽ͓͖ͯ͠·͠ΐ͏ɻ

46. #8 Use call tracking and other analytics. ίʔϧτϥοΩϯάΛؚΊͨސ٬෼ੳ ίʔϧηϯλʔͰ͸ɺސ٬͕Ͳͷνϟ ωϧ͔Βి࿩Λֻ͚͖͔ͯͨΛ஌Δ

    ͜ͱ͕ॏཁͰ͢ɻ
    ͦΕΛ෼ੳ͢Δ͜ͱͰɺίʔϧ਺ͷ ༧૝ΛཱͯͨΓɺސ٬ΤϯήʔδΛ ߴΊΔ͜ͱ͕Ͱ͖·͢ɻ
    ॏཁͳ͜ͱ͸ɺ͜ΕΒͷϚʔέςΟ ϯάσʔλʹج͍ͯɺॊೈʹγες Ϝ͕มߋͰ͖Δ͔Ͳ͏͔Ͱ͢ɻ

47. #9 Control your own roadmap. ͋ͳͨࣗ਎ͷϩʔυϚοϓΛ੍ޚ͠·͠ΐ͏ ࠓ·ͰͷϕετϓϥΫςΟεʹڞ௨͢Δ͜ ͱ͸ɺ͜ΕΒ͸͋ͳͨͷϏδωεΛΰʔϧ ʹಋ͖ग़ͨ͢ΊͷϩʔυϚοϓͷҰ෦Ͱ͋ Δͱ͍͏͜ͱͰ͢ɻ
    

    ϨΨγʔ1#9ͷଟ͘͸ɺ༧ΊܾΊΒΕͨ ϩʔυϚοϓ͕෇ଐ͍ͯ͠·͢ɻ
    ސ٬ମݧΛ࠷େԽ͢ΔͨΊʹ͸ɺࣗ෼ࣗ਎ ͰϩʔυϚοϓΛॊೈʹมߋͰ͖Δඞཁ͕ ͋Γ·͢ɻ

48. #10 Choose a global, cloud-based service. άϩʔόϧԽʹରԠ͠ɺΫϥ΢υϕʔεͰ͋Δ͜ͱ ࠷ޙͷϕετϓϥΫςΟε͸ɺʮάϩʔ όϧͳΫϥ΢υαʔϏεʯ͔Ͳ͏͔Ͱ ͢ɻ
    

    5XJMJP͸ੈքن໛ͰαʔϏεΛల։͠ ͓ͯΓɺΩϟϦΞͱͷܖ໿΋ඞཁ͋Γ ·ͤΜɻ
    5XJMJPͷαʔϏε͸શੈքͰ࠷దԽ͞ Ε͓ͯΓɺݎ࿚Ͱ҆શͳར༻Λఏڙ͠ ͍ͯ·͢ɻ

49. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 49

    ΦϥϯμʹຊࣾΛஔ͖ɺੈքΧࠃɺैۀһສਓͰࣄۀΛల։ ͢Δ*/(ۜߦ͸ɺ༷ʑͳϕϯμʔʹΑͬͯߏங͞ΕͨͷϨΨγʔ ͳίʔϧηϯλʔγεςϜΛɺ͢΂ͯ5XJMJPʹஔ͖׵͑Δ͜ͱʹ੒ ޭ͠·ͨ͠ɻ৽͍͠γεςϜͰ͸ɺԻ੠ͷଞʹɺνϟοτɺϏσ Φɺͦͯ͠λεΫϧʔλ͕࢖ΘΕ͍ͯ·͢ɻ
    */(͕ࣾಋೖΛܾΊͨ࠷େͷݪҼ͸ɺৗʹมԽ͍ͯ͠Δސ٬؀ڥ ʹػහʹରԠ͢Δ͜ͱ͕ɺ།Ұ࢒͞Εͨੜ͖࢒Γͷνϟϯεͩͱ ߟ͔͑ͨΒͰ͢ɻ

50. Copyright (C) KDDI Web Communications Inc. All Rights Reserved ͋ͳͨͷձࣾͷίϯλΫτηϯλʔ͸ɺ
    

    ސ٬ͷࢹ఺Ͱ࡞ΒΕ͍ͯ·͔͢ʁ
    ͦͯ͠ɺϏδωεͷΰʔϧʹ޲͔͏ͨΊʹ
 ໾ཱ͍ͬͯ·͔͢ʁ

51. ࠓޙͷΠϕϯτ

52. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 52

    
    TBLVSBJP
    Y
    5XJMJPϋϯζΦϯʢେࡕʣ
    
    5XJMJP
    .BTUFSೖ໳ฤʢ౦ژʣ
    
    %FWFMPQFS
    4VNNJU
    ʢ౦ژʣ
    
    )"$,$)6
    ΞΠσΞιϯʢ໊ݹ԰ʣ
    
    5XJMJP
    -PVOHF
    7PMʢ౦ژʣ
    
    )"$,$)6
    ϋοΧιϯʢ໊ݹ԰ʣ
    
    Ϗδωεηϛφʔ
    7PMʢ౦ژʣ

53. Copyright (C) KDDI Web Communications Inc. All Rights Reserved 53

54. Twilio powers the future of business communications.