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Twilio

Score7.9 out of 10

251 Reviews and Ratings

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What is Twilio?

Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

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Categories & Use Cases

Media

Screenshot of the “Explore Products” section, which is where to build products.
Screenshot of the optional drag-and-drop visual editor and code editor.
Screenshot of Flex, which is a programmable Contact Center that puts you in control.

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Screenshot of the “Explore Products” section, which is where to build products.

Who Buys & Uses Twilio

Twilio Reviews

What users are saying about Twilio.
View all Twilio reviews

Pros

  • Extensive integration options with other communication systems
  • Reliable and available customer support, including 24/7 assistance
  • High scalability for increasing demands and message volumes

Cons

  • Customer support responsiveness and documentation clarity
  • User interface and navigation complexity
  • Inconsistencies in message delivery and reliability

For many years Twilio has always been my go-to for all my phone number needs

Incentivized
Kristen Corrigan
Founder at ProgressBot.AI in Professional Services at ProgressBot.AI (1-10 employees employees)

Use Cases and Deployment Scope

I have always used Twilio for all of the phone numbers that I buy.

I use Twilio's numbers for SMS messaging campaigns that I create inside N8N.

I also use the numbers in my workflows in Make, N8N and Pabbly Connect for different SMS notifications in the workflows.

My AI voice bot calls are all also using Twilio phone numbers. It's very easy to connect Twilio to VAPI, n8n, really to almost any platform!

Pros

  • It is super easy to buy the phone number I want. Or find a number that's very similar to what I want.
  • I love how easy it is to connect a webhook or API to their numbers in order to automate the calls and SMSs.
  • It's super easy to create sub accounts within Twilio to keep the billing and numbers all in one place for each different client.

Cons

  • I feel like to get a number approved for A2P SMS campaigns, it takes a while. But I do always get them approved
  • They just changed their home page navigation! I liked the original layout better lol

Return on Investment

  • Because Twilio charges by usage, I did notice savings when I switched from other platforms that had a monthly fee on top of the usage fee.
  • The actual phone number from Twilio costs me a little over $1. That's competitive pricing per number compared to other platforms I've used

Alternatives Considered

ClickSend, SignalWire, Bitrix24, Telnyx and CloudTalk

Other Software Used

n8n, Vapi, Todoist, Fathom AI, Pabbly, Anthropic Claude, Canva, ElevenLabs Prime Voice AI

Streamlined SMS Authentication and Messaging Without Storing Personal Data

Incentivized
Verified User
Manager in Product Management (51-200 employees employees)

Use Cases and Deployment Scope

Great system for managing SMS token based logins to our online platform. Deals with all the authentication so that we don't have to store personal data. We also use it to send SMS messages to users once they are registered, for example onboarding welcomes or to suggest how to use the software product.

Pros

  • Sending SMSs
  • Auth management
  • Simple UI to manage users in different regions

Cons

  • Online portal could be a bit easier to use
  • Registering in new countries can be a bit longwinded

Return on Investment

  • Saves us handling personal data

Other Software Used

Slack, Azure DevOps, Atlassian Jira, BambooHR®

Twilio Review

Incentivized
Verified User
Analyst in Product Management (201-500 employees employees)

Use Cases and Deployment Scope

Here at Evoluservices, we have been working with Twilio since 2023 with the Twilio Flex product. We use the tool to centralize all call and WhatsApp interactions in one place, allowing for a high degree of customization so we can tailor the tool to our specific needs.

Aqui na Evoluservices trabalhamos com a Twilio desde 2023 com o produto Twilio Flex. Utilizamos a ferramenta para concentrar todos os atendimentos de ligação e whatsapp dentro de um único lugar que nos permitisse ter um bom grau de personalização, e assim moldar a ferramenta as nossas necessidades.

Pros

  • Creating Service Flows (Studio)
  • Twilio Copilot
  • Criação de Fluxos de atendimento (Studio)

Cons

  • I found the new Studio layout more complicated.
  • Achei o novo layout do Studio mais complicado

Return on Investment

  • Reduction in operational effort. We were able to enhance the tool and add various features that assist agents in their work, such as AI insights, quick replies, etc.
  • Greater satisfaction among agents using the tool. With Twilio, we were able to hear feedback from agents who work within the tool and implement those changes to improve the experience for those who spend 8 hours a day on calls.
  • Redução de esforço operacional. Conseguimos incrementar a ferramenta e acrescentar várias features que auxiliam o trabalho dos agentes como, insights de IA, resposta rápidas, etc..
  • Maior satisfação dos agentes que atendem na ferramenta. Com a Twilio, conseguimos ouvir o feedback dos agentes que atendam dentro da ferramenta e aplicar essas mudanças a fim de melhorar a experiência de quem passa 8h em atendimentos.

Alternatives Considered

Take Blip and LogMeIn Central by GoTo

Other Software Used

Take Blip, LogMeIn Central by GoTo

My Experience With Twilio

Incentivized
Arthur Zolfaghari
Customer Support Agent in Customer Service at Event Wishes (11-50 employees employees)

Use Cases and Deployment Scope

Twilio has been our go to solution when it comes to customer communications and engagements and it has worked really well. It makes it easy to integrate multichannel communication features including email, voice, video, and calling into our services and apps thereby enhancing engagements. With the Twilio, we have been able to not only offer 24/7 support but also personalize engagements. It is the best business-customer communication solution I have used in my career it has been a great addition to our business.

Pros

  • Supports Omnichannel communications.
  • It makes it easy to personalize customer engagements.
  • Offers 24/7 support.
  • Customer communication is east/fast/secure.
  • It is highly scalable.
  • Support customer data analytics.

Cons

  • Poor customer service - takes too much time to respond.
  • Sometimes messages aren't delivered.

Return on Investment

  • It ensures proper communication between our business and customers.
  • The right engagement ensures customer loyalty and we better customer experiences.
  • We save costs when it comes to customer communication/engagements.

Other Software Used

Zoho Survey, Zoho CRM

A master piece for customer engagement.

Incentivized
Angela Arcuri
Customer relationship manager in Customer Service at ISIA Pescara Design (51-200 employees employees)

Use Cases and Deployment Scope

Twilio is a customer engagement platform. We use the product in our organisation to streamline communication and connet with our customers across multiple channels. The product allows sending of personalised messages and ensures secure interaction by providing reliable authentication system. Twilio has played a big role in enhancing our marketing campigns and driving customer engagement. The product supports live chat and video content.

Pros

  • The software integrates with numerous communication systems and facilities real-time feedback collection.
  • Twilio user interface is very friendly and has very intuitive admin panel
  • Value for money. The software has flexible pricing that is manageable to all sizes of businesses and organisations.

Cons

  • Analytics systems of the tool are ineffective. They do not provide detailed data.
  • The most notable drawback about Twilio is limited customization options. The product is not easily customizable.

Return on Investment

  • Use of the software has ensured high quality video and voice interaction which have promoted customer support services and sales processes.
  • The product has enabled us to reach targeted audiences through effective customer engagement and personalised marketing efforts.
  • Twilio software introduction in our organisation has enabled us to foster customer loyalty and drive growth.

Other Software Used

Resolve Project Management, Lucid Visual Collaboration Suite, Collaboard

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