Twilio and Zendesk Are Best Buds in the Cloud, Where Collaboration is EasyDecember 02, 2011
by Meghan Kelly
Twilio and Zendesk are the perfect example of how the cloud supports collaboration not just between people, but between companies as well.
The two companies’ technologies fit so well together, you’d think they gave each other friendship bracelets. Twilio is a developer centric company, that focuses on providing application programming interfaces (APIs), allowing developers to more easily integrate telecommunications into their creations. Zendesk is a customer service center, which companies can add as a widget to their websites. It creates tickets for customer queries, and is branded as the company.
What is the natural connection between a customer service center and a telecommunications connector? Creating a call center for customer inquiries, something that both Zendesk and Twilio use for their own operations.
It’s these sort of connections that show how an amorphous cloud allows you to connect and use other businesses’ technology more easily. Twilio and Zendesk aren’t the only ones. Last week, when Tumblr wanted its users to call Congress to resist the SOPA, or Stop Online Piracy Act, it used Twilio deeply. The integration resulted in 87,834 calls to Congress.Intuit also uses Twilio as a security measure for payroll files. When access is requested, Twilio calls the employee with a five digit pin to be inputted before access is granted.
In the future, Twilio and ZenDesk plan on expanding future into the United Kingdom and other European cities. An effort that has shown that even the cloud can’t escape the regulations of the “real world.” Expansion into other countries requires following foreign telecommunication companies’ terms. Indeed, even in the US, Zendesk is regulated by the government. Its newest terms of services requires that you not create a Zendesk that competes with 911.