I'm currently evaluating this space for a mixed-use 100 employee company. We're an e-commerce company who deals with B2C customer service, B2C/B2B inside sales,

I'm currently evaluating this space for a mixed-use 100 employee company. We're an e-commerce company who deals with B2C customer service, B2C/B2B inside sales, and C2B where we purchase from the customer. We currently have a cloud-based PBX system that is okay-ish. No onsite hardware outside of Polycom phones. But, it's not very flexible. Our sales and service teams could benefit greatly from having access to customer data before picking up the call. Easier api-based access to call logs and recordings would be amazing as well. Tighter integration with other messaging channels would be great as well. Where I'm lost is making the leap from our traditional phone system to something better. Twilio Flex looks great, but I'm not sure if it's overkill. I admittedly haven't taken the time to understand the entire stack (SIP, softswitches, IP-PBX, etc..). Perhaps I'm missing something, but it feels like there's a gap in the market between the a la carte Twilio services and a traditional PBX.