#1 most frequent
United States of America
35.7%145,364 installations of 407,453
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.
Categories & Use Cases
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Who Buys & Uses Twilio
#1 most frequent
Professional, Scientific, and Technical Services
10.1%40,662 installations of 400,751
#2 most frequent
Information
4.8%19,142 installations of 400,751
“The cost is slightly higher compared to other similar platforms but still Twilio provides better and more reliable service”
#3 most frequent
Finance and Insurance
4.1%16,517 installations of 400,751
#2 most frequent
Germany
12.5%50,915 installations of 407,453
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
6.5%26,538 installations of 407,453
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
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!
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
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
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.
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
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
Twilio an excellent choice for customer engagement.
Use Cases and Deployment Scope
We are a Salesforce ISV and use Twilio to provide SMS and Voice integration. Our users interact directly with our app on Salesforce or through the Salesforce mobile app. We use Twilio for outbound/inbound calls, SMS/MMS, WhatsApp, conference, transcriptions using conversational intelligence, and integration with Agentforce using Twilio Relay. We are looking forward to using RCS, WhatsApp voice, and Twilio agents.
Pros
- Clear API.
- Worldwide footprint.
- Uptime
- Support
Cons
- Control panel. Often, navigating through lists is challenging. I want endless scrolling, not pagination.
- Conversational intelligence service require a Language. I would like it to detect it.
- We would like to have some credit on clients that chose to use their own Twilio account.
Return on Investment
- We as an ISV charge for our application license, and we pass through what Twilio charges us to our subscribers.
- Using Twilio is a key part of our app. Without it we would not have one.
Alternatives Considered
Infobip
Other Software Used
Microsoft Visual Studio Code, Heroku Platform, Salesforce Sales Cloud, Salesforce Service Cloud, PostgreSQL, Redis Cloud
