Deliver individualized customer experiences with Unified Profiles
Connect contextual data sources across your business to create a single profile for every customer and power next-level personalization that drives meaningful experiences.
What is contextual data?
Contextual data provides a detailed understanding of customer traits and interactions. It connects objective, behavioral, and conversational data points so you can tap into insights about each customer’s relationship with your business. You can then apply those insights across sales, support, and marketing touchpoints to create differentiated experiences for every customer.
How it works
How Unified Profiles work
A single view of each customer
Our Unified Profiles API collects and unifies contextual data from data warehouses, customer relationship management (CRM) systems, websites, applications, and other sources into a single view of each customer. Data governance and identity resolution help ensure the data you’re using is clean, compliant, and accurate for the most reliable insights.
Build true 1-to-1 connections
All customers have their own Unified Profile that can be used to create deeply personalized experiences, which boost engagement at every step of the customer journey.
Enhance Flex or Voice experiences
Unified Profiles can address use cases across the customer experience. Start with Segment Unify to build your profiles and activate them anywhere. Level up customer care when you activate Unified Profiles across Twilio Flex and Twilio Voice.
Unified Profiles use cases
Unlock contextual data to personalize every touchpoint across the customer journey.
Features
Get the tools you need to deliver individualized experiences at scale.
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Data consolidation
Unify cross-channel data to connect efforts across your business and avoid siloed data that results in disconnected experiences.
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Zero-party and first-party data
Say goodbye to generic third-party data. Harness the power of zero- and first-party data to understand your customers' unique relationship with your brand.
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Identity resolution
Better power AI models and experiences when you know how different types of data captured in different systems tie back to a single individual.
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Real-time insights
Enrich customer profiles after every interaction to gain real-time understanding and act on evolving customer behaviors and preferences.
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Personalized virtual assistants
Improve self-service efficiency when you power conversational AI assistants with customer data unique to each caller.
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Intelligent routing
Leverage user attributes across channels to quickly connect customers with the right agent, reducing handle times and boosting customer satisfaction.
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AI models
Generate predictive and computed traits using AI models to analyze customer data and create differentiated, personalized experiences.
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Conversational intelligence
Collect interaction data and key metrics to enhance customer profiles and AI generated traits to best deliver on your business goals.
Introducing Agent Copilot powered by Unified Profiles
Use real-time customer data and AI-driven automation to empower your contact center with recommended responses and summaries tailored to a specific interaction.
Resources
Discover how to drive better engagement with Unified Profiles
Blog
Transform your customer and agent experience
What can you do with complete, real-time customer profiles and generative AI? Transform your customer experience with every interaction.
Docs
Unified Profiles docs
Learn how to set up Unified Profiles with Voice or Flex to start collecting real-time customer data across sources.
Blog
How Segment powers Twilio: unified customer profiles
Explore how Segment and Twilio make it easier to scale personalized service as your business grows.
Ready to get started with Unified Profiles?
Talk to your account executive to find out how you can add Unified Profiles to our current tools.
Not yet a customer? Learn how you can get a complete view of each customer and transform your customer interactions.