Case Study: Balboa Digital achieves 20% higher agent productivity and reliable, scalable global contact centers with Twilio

Balboa Digital Builds High-Quality Call Center Solutions with Twilio

Balboa Digital is a California-based provider of affordable, high-quality contact center services—operating a 100-seat center in Manila and supporting education, finance, automotive and other industries. As a small, fast-growing firm that tailors technical integrations for clients, Balboa outgrew its previous telephony vendor: inflexible VoIP servers caused cumbersome transfers, idle time, poor reporting and reliability issues, and the company needed a global, customizable, and cost-effective telephony solution.

Balboa selected Twilio for its integration-first platform and pay-as-you-go pricing, enabling rapid, low‑cost agent onboarding and feature-rich telephony (queuing, recording, conferencing, reporting). Integrated with Balboa’s agent management system, Twilio delivered near-real-time synchronization, eliminated inefficiencies, boosted agent productivity by more than 20%, provided low-latency international voice with minimal downtime, and made it easy to scale and provision local numbers—improving client service and business retention.

Balboa Digital

Kevin Wagoner

Managing Partner