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Twilio Reviews

Twilio Flex delivers what you need to run an omnichannel contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy. Every aspect of the Flex platform is customizable, from call routing to the color of your agent’s desktop UI. Use ready-made programmable building blocks you can add, remove, or change to craft the contact center that serves your unique business needs.

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Note: The graphs above only measure the user ratings displayed over the last five years.

Editorial Review

Twilio Flex is the first fully programmable cloud contact center platform that gives businesses total and complete control of their contact center experience. With Twilio Flex, companies can instantly deploy an omnichannel contact center platform and also programmatically customize every element possible of the experience including the agent interface, communication channels, interaction routing, and reporting to meet the unique needs of the business.

 

As the leader in Cloud Communications Twilio powers over 28 billion calls and messages a year. Companies such as Twitter, Uber, and, Airbnb all use Twilio Elastic SIP Trunking to eliminate the complex capacity planning and contract negotiations that come with global carrier relationships. Twilio offers a high quality service with access to local phone numbers in 70+ countries by connecting to Tier 1 carriers around the world. This way you only have to work with one provider for any VoIP or UC deployment. Twilio also gives you access to a wide range of other channels like SMS, chat, and video.

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Great platform for us

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5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)
5
Average: 5 (1 vote)

The Twilio platform has been a godsend for our company's needs. So far, it's been the most scaleable and powerful contact center and business phone platform we've used.

Does everything we need it to
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Yes

Twilio

San Francisco , CA
United States
2008Year Founded
100%Recommend
1User Reviews
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Overall Rating

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Service Locations

  • United States
VoIP app

The Skinny

Twilio Flex supports an abundance of communication channels including rich messaging, voice, and video, allowing agents to switch from a phone call to video chat, as well as manage interactions across various web and mobile environments, from a single UI. Users also can add new channels from the Flex Marketplace using pre-built integrations from third parties. Flex’s omnichannel capabilities allow agents to effortlessly follow a conversation across multiple channels, without losing the context. Flex analytics include real-time and historical dashboards to help users improve agent, administrator, or supervisor performance, and lets users monitor agent interactions in real time across any channel.

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The Rub

With Twilio Flex, organizations can run and build an enterprise contact center that matches their exact business needs by customizing, adding, or removing the out-of-the-box components, and configuring the contact center on a granular level. Two-way integration allows users to send and receive data from external CRM, WFO and WFM tools to manage all customer interactions via a single interface. Attribute-based routing enables users to control calls programmatically by modifying routes based on skills, machine-learning logic, or steps in the customer journey using the TaskRouter tool. Users can create an intelligent workflow engine using Studio, Twilio’s visual drag and drop workflow editor, and pipe data from custom sources using the API.

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Bottom Line

Since their founding back in 2007, Twilio has always been a leader in their unique space. After going public in 2016, the provider continues to innovate and grow, more recently introducing their SIP Trunking offerings. Starting from a small group of three, Twilio has grown to a large developer community of over 1 million, not including Twilio employees. Twilio’s mission is one of innovation, and is driven by the passion of building products that help empower users. While Twilio is now known for their powerful SMS API platform, the provider’s origins stem from Twilio Voice. This original API allowed users to place and receive phone calls hosted completely in the cloud. But just a few years later in February of 2010, the provider released their text messaging API. Without any slowing down, just a year later in July of 2011, Twilio went ahead and released SMS short codes in a public beta. Since 2009, Twilio had raised about $103 million in venture capital growth funding, but had went public in 2016 with a very successful launch.

Without even realizing it, many of us have already experienced Twilio’s services. The popular group chat app, GroupMe,  was founded in May 2010 specifically using Twilio’s text messaging services. Other incredibly popular solutions that rely on Twilio’s API platform include Netflix, Airbnb, Twitter, Salesforce, Yelp and both Uber and Lyft. Uber provides one of the most obvious examples for how Twilio services can be utilized – when booking a trip on Uber, users will receive text messages to confirm their ride, and status updates on their driver’s location. These text messages are only made possible through Twilio. Drivers are also able to directly contact riders through the Uber app, and even call passengers without ever knowing their phone number – this is all thanks to Twilio’s APIs. While a number of alternatives and competitors have popped up, Twilio remains the leading services in their some-what unique market, and continues to innovate with new offerings. Most recently, Twilio has introduced Elastic SIP Trunking.

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Our Two Cents

Let Twilio stellar reviews speak for themselves, customers are continuously pleased with the quality phone service in addition to the innovative features. Twilio’s customizable services can be adapted by all and can be used in many ways. Twilio’s is invested in building the future for communication and it shows through their services. By choosing Twilio as your VoIP provider, you are signing up for a customizable user friendly cloud contract platform that always lets you follow conversations without losing the context. Twilio’s platform is an amazing gateway for all communication types. 

Plan Info
Plan Name Twilio Flex
Plan Summary Flex delivers the data you need to improve agent, supervisor, and administrator performance.
Key Features
  • Easy to use API
  • Fully customizable
  • Multiple features
  • Real time monitoring
Notes - This Plan is available in the following countries :
  • United States
  • Plan Pricing & Services1
    Regular Price -
    Promo Price N/A
    Price Disclaimer click for details
    Setup Fees Free
    Activation Fees Free
    Number Porting Fee Free
    BYOD N/A
    Termination Fee Free
    Unlimited Minutes No
    Toll Free3 No
    Faxing No
    	
    Toll Free
    Setup N/A
    Monthly N/A
    Included Min. N/A
    Add'l Min. Cost N/A
    Plan Minutes
    Local Min. Included
    Add'l Local Min. Cost N/A
    Long Distance
    Incl. Long Distance Min. N/A
    Add'l Long Distance Min. Cost N/A
    Plan Features3
    Admin Dashboard/Portal No
    Anonymous Call Rejection No
    Auto Attendant No
    Barge No
    Business SMS No
    Busy Lamp Field No
    Call Analytics No
    Call Announce No
    Call Continuity No
    Call Forwarding No
    Call Forwarding - Advanced No
    Call Hold No
    Call Logs/Reports Yes
    Call Me Now No
    Call Monitoring No
    Call Notifications No
    Call Park No
    Call Pass No
    Call Queuing Yes
    Call Recording Yes
    Call Return No
    Call Routing No
    Call Screening No
    Call Transfer No
    Call Waiting No
    Caller ID No
    Caller ID - Dynamic No
    Caller ID Block No
    Caller ID Control No
    Click-to-call Me No
    Click-to-dial No
    Conference Bridge No
    Conference Calling No
    Custom Greetings No
    Custom Tagging No
    Desktop Integration Client No
    Dial-by-Name Directory No
    Directory Assistance (411) No
    Do Not Disturb No
    E911 No
    Fax to Email No
    Find Me/Follow Me No
    Group Paging No
    HD Video Conferencing No
    HD Voice No
    Hunt Groups No
    Interactive Voice Response No
    Local Number Portability No
    Mobile App No
    Mobile/Desktop Sync No
    Music on Hold No
    Redial No
    Ring Groups No
    Selective Call Acceptance No
    Selective Call Rejection No
    Shared Call Appearance No
    Simultaneous Ring No
    Softphone No
    Speed Dial No
    Switchboard Software No
    Telephone Numbers (DIDs) No
    Third Party Softphones No
    Unified Inbox No
    User Portal No
    Video Conferencing No
    Virtual Extensions No
    Virtual Fax No
    Visual Voicemail No
    Voicemail No
    Voicemail to Email No
    Voicemail Transcription No
    Whisper No
    1Plan pricing displayed here has been sourced directly from the provider's website or via the provider's sales team. Pricing is subject to change without notice. Check provider's website for most current pricing.Plan pricing may differ based on the country for which you are requesting service.
    3The following plan features (offered by the provider) are either included in the plan, available for an additional fee, or unavailable. Check with provider for most current feature listing and any prices that may be incurred.

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