Case Study: Moneypenny achieves seamless omnichannel engagement and cloud migration with Twilio Flex

How Moneypenny Opened the Door to Truly Omnichannel Engagement With Twilio Flex

Moneypenny is a nearly 20‑year‑old outsourced communications provider serving more than 13,000 businesses with 700+ receptionists and handling some 15 million calls and chats a year. Rapid growth exposed limits in its legacy on‑prem phone system: a patchwork of vendors and missing standardized APIs made it hard to innovate and deliver consistent, omnichannel service.

Moneypenny migrated to Twilio Flex—integrating its homegrown CRM (RITA) and working closely with Twilio through hackathons and engagements—to centralize communications in the cloud. The move unlocked true omnichannel capabilities (voice, SMS, chat, social), improved routing and data-driven agent support, and created a scalable platform for machine learning, sentiment analysis, and ongoing service expansion.

Moneypenny

Oliver Kelly

Head of Technical Architecture