Twilio Powers TCNA’s Roadside Assistance Platform

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  • The platform provides North American drivers with capabilities like roadside assistance and automated crash notification
  • Twilio Flex is a cloud-based contact centre that is built on top of Twilio’s cloud communications platform

Customer engagement platform Twilio and Texas-based software and data innovation centre, Toyota Connected North America (TCNA), recently announced that Twilio Flex is powering TCNA’s Drivelink telematics service platform. The platform, now supported by Twilio’s cloud-based contact centre, provides drivers in the U.S., Canada and Mexico with capabilities like roadside assistance, automated crash notification and destination assist.

TCNA said that it leverages the latest technology in the form of ‘Drivelink’ to bring convenience and access to emergency services to over 5.5 million drivers in North America. Since its launch in 2019, said the company, Drivelink has received over 3 million automated and agent-operated customer support calls. The statement further pointed out that the platform allows for flexibility and agility, enabling the ability to implement an idea quickly, within hours or days.

“The solutions we offer are imperative to our mission of elevating the drivers’ experience. In a world that’s highly competitive and ripe for disruption, we provide the types of services that facilitate a more meaningful relationship with our customers, and Twilio’s tools enable that to happen,” said Steve Basra, CEO and president of TCNA.

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CEO of Twilio, Jeff Lawson said that Twilio and Toyota share a common DNA as they are both companies of builders. “We understand that the power and magic come from tackling problems and building solutions that delight customers. Drivelink, powered by Twilio Flex, is only the beginning of the innovations we’ll see in the near future from the TCNA team. I can’t wait to see what they build next.”

Twilio is a customer engagement platform that drives real-time and customized experiences for leading companies across 180 countries. It enables them to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way.

Based in Plano, Texas, Toyota Connected North America (TCNA) was established in 2016 to drive Toyota’s global efforts for an intelligent mobile society. With big data collected from vehicles and analyzed on a cloud platform, Toyota Connected provides secure, seamless and contextual services to customers while benefiting dealers, distributors, and partners.


 

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