Case Study: myWorld achieves a modern global contact center with Twilio Flex

How myWorld simplifies global contact center services with Twilio Flex

myWorld, a global cashback and benefit program operating in more than 50 countries, needed to modernize its outdated contact center and add chatbot capabilities, new channels, and better CRM integration. The company wanted a more flexible service setup that could support customers and partners across many languages and regions, and it chose Twilio Flex to help deliver that transformation.

Twilio, implemented with support from HeyHo Systems, deployed Twilio Flex and an AI chatbot that went live in just three months instead of the planned nine. The chatbot now handles 70% of common customer chats in 40+ languages across 50+ countries, while Twilio Flex helped centralize smaller markets, reduce agent handling time by 35%, and improve service quality and customer experience.

myWorld

Michael Beisteiner

Head of International Service Support and Key Accounts