TrustRadius
Communications Platform in the Cloud, the next levelOur main telephone platform is currently being handled by Twilio across the entire organization. After previously using another communications platform, we switched to Twilio to take advantage of its automation features--especially the IVR development (in PHP, Python, Ruby and other languages,) and the ability to allow our resources to employ their own SIP softphones, both in desktop and mobile versions. Also, Twilio allows us to record our outgoing calls and attach them to sales leads, opportunities and other related elements.,Flexibility: Twilio uses a pseudolanguage known as TwiML, in XML format, with which we can develop anything from simple IVRs to complex skill-routing call engines on a variety of common languages, such as Ruby, Javascript, PHP and Python. Modularity: You can build up with Twilio, from phone numbers up to entire logic handling solutions, and even interconnect with your existing infrastructure. Portability: Twilio is entirely in the Cloud; it's an SaaS communications platform. You don't need to deploy anything onsite to make it work, besides accessories such as softphones (although you can develop your own if you wish), so you have immediate access to Twilio's entire infrastructure from anywhere in the world.,The Twilio Studio. It's perhaps the most powerful feature on Twilio, with the ability to build full-fledged IVRs with little to no development on our side, and other advanced functions such as auto-SMS and chat bots. However, it's somewhat expensive at the moment. Though there is a free tier, it comes with several restrictions. The handling of stale SIP sessions. When a user connects via softphone to his/her Twilio SIP account, it sometimes loses connectivity and resets it by opening the softphone again; sometimes this causes a second (current) session to be opened. Twilio gets confused with this, since it sees two sessions (it lacks the logic to take the most recent one), and generates an error.,9,Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives. We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.,Skype,Vtiger, Teamwork Projects, Microsoft Office 2016, vSphere,Yes,Price Product Features Product Usability Third-party Reviews,Not at all. We reviewed the products on three main factors: usability, integration and price. On Usability we evaluated solutions that were portable and available in a big range of products, as well as offering all the comm interactions we use (phone calls, call forwarding and conference, IVR capabilities, etc). On integration, the ability to seamlessly pair with our CRM was a must, and Twilio provided. And finally, the price factor (in terms of price per outbound traffic).Twilio Voice, easy choiceTwilio is utilized by our company in a SaaS model. We utilize Twilio to provide voice features to our users, who use it as their dialer. We use both VoIP and API driven calls.,The "insights" feature is very useful when it comes to supporting our users. Both VoIP and Carrier insights give the ability to know what happened on a call Twilio is very reliable as a dialer. We do not have downtime events often (maybe 1 per year for 10min). Twilio has a team that can work with carriers to improve dialing for users where the carriers are not working well,Support can be difficult because Twilio has access to more data than we do. This requires us to go to their support team rather than doing it ourselves. Twilio's web interface can be difficult. They make a lot of info available via the API, but do not package it well in their interface. Billing, for instance, is nearly unusable in a large setting.,9,Our customers are able to implement a large part of their sales initiative (calling) through us due to Twilio's product Twilio takes a decent amount of support and knowledge gained over time. This is expensive in the long run.,Plivo Inc
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Twilio Voice
9 Ratings
Score 8.9 out of 101
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Twilio Voice Reviews

Twilio Voice
9 Ratings
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Score 8.9 out of 101
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August 29, 2018

Twilio Voice Review: "Communications Platform in the Cloud, the next level"

Score 9 out of 10
Vetted Review
Verified User
Review Source
Our main telephone platform is currently being handled by Twilio across the entire organization. After previously using another communications platform, we switched to Twilio to take advantage of its automation features--especially the IVR development (in PHP, Python, Ruby and other languages,) and the ability to allow our resources to employ their own SIP softphones, both in desktop and mobile versions. Also, Twilio allows us to record our outgoing calls and attach them to sales leads, opportunities and other related elements.
  • Flexibility: Twilio uses a pseudolanguage known as TwiML, in XML format, with which we can develop anything from simple IVRs to complex skill-routing call engines on a variety of common languages, such as Ruby, Javascript, PHP and Python.
  • Modularity: You can build up with Twilio, from phone numbers up to entire logic handling solutions, and even interconnect with your existing infrastructure.
  • Portability: Twilio is entirely in the Cloud; it's an SaaS communications platform. You don't need to deploy anything onsite to make it work, besides accessories such as softphones (although you can develop your own if you wish), so you have immediate access to Twilio's entire infrastructure from anywhere in the world.
  • The Twilio Studio. It's perhaps the most powerful feature on Twilio, with the ability to build full-fledged IVRs with little to no development on our side, and other advanced functions such as auto-SMS and chat bots. However, it's somewhat expensive at the moment. Though there is a free tier, it comes with several restrictions.
  • The handling of stale SIP sessions. When a user connects via softphone to his/her Twilio SIP account, it sometimes loses connectivity and resets it by opening the softphone again; sometimes this causes a second (current) session to be opened. Twilio gets confused with this, since it sees two sessions (it lacks the logic to take the most recent one), and generates an error.
Twilio is well-rounded for almost any company that doesn't require much in terms of voice automation (smart IVR, call center forwarding, etc). It can hold its own on as many phone numbers as you like, and the voice quality is very clear most of the time (some countries' destinations might experience issues such as light noise, just as with a normal landline). You can even develop a reasonably complex IVR platform with TwiML and PHP, but the maintenance on this case is your own, so you'll need to evaluate this option if you're running heavily automated interactions with your customers.
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March 03, 2018

User Review: "Twilio Voice, easy choice"

Score 9 out of 10
Vetted Review
Reseller
Review Source
Twilio is utilized by our company in a SaaS model. We utilize Twilio to provide voice features to our users, who use it as their dialer. We use both VoIP and API driven calls.
  • The "insights" feature is very useful when it comes to supporting our users. Both VoIP and Carrier insights give the ability to know what happened on a call
  • Twilio is very reliable as a dialer. We do not have downtime events often (maybe 1 per year for 10min).
  • Twilio has a team that can work with carriers to improve dialing for users where the carriers are not working well
  • Support can be difficult because Twilio has access to more data than we do. This requires us to go to their support team rather than doing it ourselves.
  • Twilio's web interface can be difficult. They make a lot of info available via the API, but do not package it well in their interface. Billing, for instance, is nearly unusable in a large setting.
It's very well suited when VoIP or non-VoIP calling is needed. It can be used in a reseller model to customers very easily.

It's less appropriate to implement just for a single small office. The level of effort over time really only pays off if used by many users or customers.
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Twilio Voice Scorecard Summary

Feature Scorecard Summary

Hosted PBX (1)
9
Multi-level Interactive Voice Response (IVR) (1)
7
Call reports (1)
8
Answering rules (1)
8
Call recording (2)
8.5
Call park (1)
8
Call screening (2)
9.0
Message alerts (1)
8
Audio conferencing (1)
8
Mobile app for iOS (1)
8
Mobile app for Android (1)
9

About Twilio Voice

Categories:  VoIP

Twilio Voice Technical Details

Operating Systems: Unspecified
Mobile Application:No