A full-stack contact center application built using .NET Core, integrating Twilio Voice and Twilio Video APIs, with intelligent call routing powered by Twilio Operator Flow. This solution enables businesses to manage customer interactions via voice and video channels, with automated workflows and agent escalation features.

 Key Features:

• Twilio Voice Integration
  Handle inbound and outbound calls using Twilio's Programmable Voice. Customers can call a Twilio number and get routed to available agents.
• Twilio Video Escalation
  Agents can escalate voice calls to secure Twilio Video sessions for more interactive support (e.g., technical guidance, screen sharing).
• Operator Flow Routing
  Smart call routing logic built using Twilio Operator Flow or Studio, including business hours, skill-based routing, and fallback options.
• Queue Management
  Customers are queued with estimated wait time and queue position. Agents are auto-assigned based on availability.
• Call Recording & Logs
  All conversations (voice/video) are recorded, and logs are saved to a database for compliance and reporting.
• Agent Portal (optional frontend)
  Interface for agents to view queue status, accept calls, escalate to video, and review call history.
• User Authentication
  Secure login for agents/admins using ASP.NET Core Identity or JWT.
• Webhook Event Handling
  Real-time event-driven updates using Twilio webhooks (e.g., on call status changes, recordings, disconnects).

🛠️ Technology Stack: