CLEAR IDEAS EUROPE LTD

Twilio Flex Contact Centre

Twilio Flex is a fully programmable, cloud-native contact centre platform delivering omnichannel customer engagement software. It unifies voice, messaging and digital channels with native AI to assist agents, automate communication flows, enable intelligent routing, integrate with enterprise systems, scale on demand and provide real-time operational insights.

Features

• Fully programmable contact centre
• Omnichannel communications
• Native AI assistance
• Intelligent routing
• Open APIs and integrations
• Cloud-native architecture
• Real-time analytics dashboards
• Workflow automation
• Secure, compliant platform
• Remote agent suppor

Benefits

• Tailored workflows aligned to organisational requirements
• Consistent customer experience across all channels
• Faster resolutions and reduced agent workload
• Customers reach appropriate agents quickly
• Seamless connection with existing enterprise systems
• Rapid scalability without infrastructure overhead
• Improved operational visibility and decision-making
• Reduced manual tasks and handling time
• Supports public sector security requirements
• Flexible workforce deployment and resilience

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@clearideas.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

623070213488380

Contact

Steve Walker
01483661212
sales@clearideas.ai

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Contact centre
        • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Single Sign On solution
  • Internet access
  • Chrome based browser
  • Headset (speaker/microphone)

User support

• Email or online ticketing support: Yes
• Support response times: We define questions as an Information Request: Request for documentation or advice on service operation. Our standard SLA for this type of ticket is 16 Business Hours. Our total care contract option which provides 24x7x365 cover reduces the SLA to 8 business hours. Our actual performance across 2025 for this type of request is less than 2 business hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: Standard = Mon-Fri 09:00-17:00 > of £250 pm or 4% of monthly subs annual service review with TAM; ; Enhanced = Mon-Sat 08:00-20:00 > of £750 pm or 8% of monthly subs quarterly service review with TAM; ; Total = Mon-Sun 24x7 > of £1,500 or 12% of monthly subs monthly service review with TAM
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Remote (Teams/Zoom) consultations and workshops. Agreement of project goals and objectives. Provision of a Scope of Works. Access to a standard build solution in a sandbox. Collaborative (remote) build of workflows and reporting, bespoke user guides. UAT in sandbox environment. Supervisor and administrator training webinars. Train the trainer webinars. On site go live support for users and supervisors.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: EN 301 549
• End-of-contract data extraction: All data can be extracted via API, exported via reporting or streamed in real time to a data lake or storage facility. Data can then be cleansed from the platform and the platform wiped.
• End-of-contract process: The charging structure for the solution is consumption based. Once the consumption stops, so does the charging. We do offer the option to reduce the unit costs in return for a minimum volume and minimum term commitment. If this is in place all contractual obligations around volume and term must be met, or a mutually agreeable solution arrived at in writing.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: While Twilio Flex can be accessed on mobile devices via a browser, desktop browsers deliver the intended, fully supported agent experience. Mobile access is best suited for occasional use, supervision, or emergency access, rather than sustained contact centre operations, due to screen real estate limits and mobile WebRTC implementations being less reliable than desktop versions.
• Service interface: Yes
• Description of service interface: Flex provides a web-based service interface (Flex UI) that is used by agents, supervisors, and administrators to manage contact centre operations (including monitoring, workflow configuration and real-time insights). It also has an API surface for integration and programmability.
• Accessibility standards: EN 301 549
• Accessibility testing: Twilio Flex’s UI has been tested with JAWS, NVDA and VoiceOver screen readers. The tabbable structure supports keyboard navigation. High contract and dark modes supported for the visually impaired. The design system underlying Flex (Twilio Paste) includes accessibility-aware components that support attributes such as ARIA roles and labels, aiding compatibility with assistive technologies.
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: Through the Twilio Flex API, organisations can programmatically control, extend, and integrate nearly all aspects of the Flex contact centre. The API surface spans configuration, operations, and real-time interaction management.; 1. Contact centre configuration - routing logic, channels, skills and attributes; 2. Task and interaction management - create and control tasks, assignments and state events in real time; 3. Agent and workforce management - workers and attributes, capacity, skills and status; 4. Omnichannel communications control - Initiate and manage conversations, integrate SMS, WhatsApp, chat, and other channels, automate outbound and inbound communication flows.; 5. Automation and orchestration - trigger workflows,; implement business rules, escalations and callbacks. Automate routing, notifications, and follow-up actions.; 6. Integration with enterprise systems - Synchronise data with CRM, case management, and ticketing platforms, push and pull customer context and interaction metadata. Embed Flex in other applications.; 7. Analytics and reporting - access data, export to external BI, support compliance reporting.; 8. Security and governance - enforce role-based access controls, integrate with identity providers for authentication, support audit logging and controlled administrative actions.; Flex API enables end-to-end programmatic control of configuration, agent management, interaction handling, automation, integrations, and analytics. Flex is a fully extensible contact centre platform.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Clear Ideas have in-house development skills. We take advantage of the comprehensive Flex APIs to add and amend functionality for our clients. Where clients have the in-house skills and expertise they are able to access the APIs to provide their own customisations either independantly, or in conjunction with Clear ideas. The scope of the APIs and possible customisations is described in the prvious section.

Scaling

• Independence of resources: Twilio Flex protects users from the impact of other customers’ demand through tenant isolation, elastic scaling, enforced rate limits, and a resilient distributed architecture. This ensures consistent performance, availability, and service quality regardless of platform-wide usage levels.

Analytics

• Service usage metrics: Yes
• Metrics types: Twilio Flex provides service and operational metrics through built-in dashboards, APIs, and event streaming. Metrics include interaction volumes, queue performance, agent activity, handling times, and service levels. Data is available in real time and historically, supporting monitoring, reporting, and SLA management.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Twilio

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Inbuilt reporting can extract specific data on a timed basis in pdf or Excel format. APIs can be used to extract either specific elements of data or the entire data set over a specified date range in JSON format over RESTful HTTPS endpoints. Event Streams deliver real-time JSON event data via secure, cloud-based streaming services such as Amazon Kensis and Apache Kafka using a publish–subscribe model. This enables scalable, reliable ingestion of operational and interaction data for analytics, monitoring, and integration without polling APIs.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Twilio Flex availability is supported by a Flex Critical Scenarios SLA covering essential interaction functions, with target uptime of 99.90%. If this SLA is not met, customers may request service credits applied to future charges as compensation, subject to SLA claim and documentation requirements.
• Approach to resilience: Twilio engineers Flex for resilience using multi-zone cloud architecture, elastic scaling, tenant isolation, automated failover, and continuous monitoring. These measures ensure high availability, rapid recovery from failures, and consistent service performance under variable demand.
• Outage reporting: Twilio reports Flex outages via a public status page with real-time updates, subscriber notifications, and post-incident reporting. This approach provides transparent communication, timely alerts, and documented incident resolution in line with public sector service assurance expectations.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Twilio restricts access to management interfaces and support channels using RBAC, MFA, least-privilege permissions, and audit logging. Support access is authenticated, purpose-limited, time-bound, and monitored, ensuring secure administrative and support operations aligned with recognised security standards.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The following is a list of policies and procedures which are approved by the board of directors and audited by external assessors for compliance in accordance with our ISO27001 certification.; * Information security policy; * Risk assessment and risk treatment processes; * Statement of Applicability (SoA); * Information security roles and responsibilities; * Asset management and information classification; * Acceptable use of information and assets; * User access management; * Cryptographic controls and key management; * Physical and environmental security controls; * Change management; * Logging and monitoring; * Malware protection; * Backup and recovery; * Network and communications security; * Secure system acquisition and development; * Security testing and acceptance; * Supplier security management; * Incident management and reporting; * Information security continuity planning; * Legal, regulatory, and contractual compliance; * Internal audit and management review; * Training and security awareness; * Document and record control; * Corrective actions and continual improvement

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Twilio tracks Flex components throughout their lifecycle and manages change through controlled, auditable processes. All changes are assessed for potential security impact, reviewed by security teams where applicable, tested prior to release, and monitored post-deployment, ensuring ongoing protection of Flex services and customer data. Every applied change is recorded and previous versions available for immediate roll back if problems are encountered.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability identification.; Twilio identifies vulnerabilities through multiple channels, including:; Continuous automated security scanning; Secure code reviews and static/dynamic testing; Regular internal and third-party penetration testing; A public vulnerability disclosure and bug bounty programme; Threat intelligence and dependency monitoring; Identified vulnerabilities are:; Assessed for severity, exploitability, and impact; Prioritised using risk-based criteria; Tracked centrally through remediation workflows; Higher-risk vulnerabilities are escalated and addressed first.; Vulnerabilities are remediated through configuration changes, code fixes, or patches; Fixes follow controlled change management and testing processes; Patching timelines are aligned to risk severity and operational impact
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Twilio protects Flex through continuous protective monitoring, real-time threat detection, and 24/7 incident response. Potential compromises are identified through automated analytics and security telemetry, responded to immediately based on severity, and remediated through structured incident handling processes, ensuring rapid containment and ongoing service protection.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: Yes
• Incident management approach: Our incident management approach ensures effective response to emergencies impacting safety, service continuity, or information security. We maintain pre-defined response and recovery procedures for common events including cyber incidents, system outages, and physical disruptions. Users report incidents through established internal communication channels and escalation routes. Incidents are assessed against defined criteria, roles and responsibilities are activated, and stakeholders are informed at agreed intervals. Recovery actions are executed in line with documented RTOs and RPOs. Post-incident reports are produced, capturing root cause, actions taken, and lessons learned to support continual improvement.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A free trial of 5,000 hours is available, allowing organisations to evaluate the platform’s capabilities and interface. Full access to support resources is included during the trial period. The trial solution has generic set up, but clients have full access to APIs

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2.5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12.5%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: QAS International
• ISO/IEC 27001 accreditation date: Monday 18 August 2025
• What the ISO/IEC 27001 doesn’t cover: Our service provision of Twlio Contact Centre is fully covered by the certificate. The underlying service is provided by Twilio and we have a copy of their current ISO27001 certification, issued on 11 Feb 2025 by Coalfire.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: QAS International
• ISO 9001 accreditation date: Monday 18 August 2025
• What the ISO 9001 doesn’t cover: Our service provision of Twlio Contact Centre is fully covered by the certificate.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: SAQ-D Level 2 self-certified
• PCI DSS accreditation date: Friday 4 July 2025
• What the PCI DSS doesn’t cover: Transactions in excess of 300,000 per annum
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Provided
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Ensuring new workers are informed of their right to join a trade union
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Understanding of issues relating to entering the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@clearideas.ai. Tell them what format you need. It will help if you say what assistive technology you use.