Twilio Flex delivers what you need to run an modern omnichannel contact center. 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.
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.
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.
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.
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.
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.
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 |
|
| Notes | - This Plan is available in the following countries : |
| 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 | Yes |
| Termination Fee | Free |
| Unlimited Minutes | Yes |
| Toll Free3 | Yes |
| Toll Free | |
|---|---|
| Setup | $0.00 |
| Monthly | $0.00 /mo. |
| Included Min. | N/A |
| Add'l Min. Cost | $0.00 /min. |
| Faxing | |
|---|---|
| Setup | 0 |
| Monthly | Included |
| Included Pages | 0 |
| Add'l Pages 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 |
Recent Reviews
I totally agree with the other reviewer (there's only one other review at this time). I've been using Jivetel for our office for about 8 years now,...
I signed up for a TV streaming box from iTalkBB a few months ago, which was fine at first. But they recently contacted me out of nowhere and told me...
Most Recent Blog Posts
In today's digital age, communication between businesses and consumers has become more prevalent and convenient than ever before. However, with this increased communication comes the need for...
Interactive Voice Response (IVR) systems have become an integral part of modern communication strategies for businesses across various industries. While inbound IVR is widely known for its role in...