Twilio

Twilio

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Top Rated
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Score 8.7 out of 100
Top Rated
Twilio

Overview

Recent Reviews

Communication via API

8 out of 10
November 30, 2021
It is a very good app to send SMS and mail via APIs. We use it to share information within our company and with clients too. We are also …
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Awards

TrustRadius Award Top Rated 2022

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Pricing

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Programmable Video

$0.0015

Cloud
per min per participant

WhatsApp Business API

$0.0042

Cloud
Per WhatsApp Template message sent

WhatsApp Business API

$0.005

Cloud
Per WhatsApp session message

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.twilio.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Twilio?

Twilio is a Customer Engagement Platform that offers a suite of channel APIs, serverless tools, and fully-programmable solutions that can be rapidly deployed.

The vendor states the Twilio Customer Engagement Platform is used by over 10 million developers and 220,000 businesses worldwide to build customer engagement applications that grow engagement with their customers.

Common use cases include text marketing, Interactive Voice Response Systems (IVRs), alerts and notifications, and contact centers.

With Twilio’s Customer Engagement Platform, users can:

  • Power data-driven communications across all digital channels such as messaging, email, voice, video, and WhatsApp.

  • Develop one cohesive experience across all teams so that customers can experience a seamless conversation from the business.

  • Access tools to build, deploy, iterate, and scale customer engagement applications.

  • Build secure, and compliant customer engagement applications for customers in over 180 countries.

Twilio Features

  • Supported: Twilio Flex (Call/Contact Center)
  • Supported: Twilio SendGrid Marketing Campaigns
  • Supported: Twilio SendGrid Email API
  • Supported: Programmable Messaging
  • Supported: Programmable Voice
  • Supported: Programmable Video
  • Supported: WhatsApp Business API
  • Supported: Twilio Conversations
  • Supported: Programmable Wireless (IoT)
  • Supported: Super SIM
  • Supported: Phone Numbers
  • Supported: Short Codes
  • Supported: Twilio Authy
  • Supported: Developer Tools

Twilio Screenshots

To access any of the products in Console, head over to the “Explore Products” section and start building.Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.Flex is a programmable Contact Center that puts you in control.

Twilio Videos

What is Twilio?
It’s time to build: Remote Contact Centers
It’s time to build: Contactless Deliveries
Twilio Flex
Twilio Super SIM

Twilio Downloadables

Twilio Integrations

Twilio Competitors

Twilio Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesWe support 180 countries world-wide.
Supported LanguagesEnglish

Comparisons

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Reviews

(1-25 of 51)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
We needed a way to efficiently communicate with our clients. Most of them don't consider buying internet or don't have a smartphone.
  • Allows you to buy virtual phone numbers.
  • Allows you to set SMS interfaces within your software.
  • Provides an interface that allows you to monitor your virtual line and balance.
  • It would be good to have a user interface for one-time projects.
  • Sometimes is difficult to find documentation.
  • A more userfriendly interface.
Twilio is very simple to use but you will need someone with development skills to set it up since it needs to get programmed into your software code. You will need to find other services in case you have a one-time project.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Twilio is used within my company for multiple use-cases and by different departments. However, within my department, we use Twilio for engagement with our customers through automated SMS, voice calls, and even text message engagement on mainstream social media applications like Telegram and WhatsApp. With Twilio, we are basically transforming how and where we engage with our customers.
  • Integration with third party productivity applications.
  • Fast message delivery.
  • Real-time messaging engagement with customers.
  • While Twilio does a great job as far as engaging with customers through SMS content. It is lacking in terms of the quality of analytical data it provides about how our customers are engaging with our content.
Twilio is very effective when it comes to text and voice-based engagement with customers, and in my department, this is the major purpose it serves for us. On the flip side, Twilio is weak in the area of providing analytical data, which can be used to measure the level of engagement we are generating through marketing messaging.
Twilio provides some of the best support services of any software vendor. Not only is response very quick, but the agents have on a few occasions gone out of their way to help us navigate critical hurdles. The Twilio user community is active and helpful as well, making them a reliable medium to find solutions to most issues encountered with Twilio.
Yolanda Quintero | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Given the amount of tools for voice recognition or report management, we recognize that Twilio is one of the best services oriented towards support operations and communication management that we will be able to find throughout our business life. We are satisfied and pleased to be using Twilio to cover our communication.
  • Twilio's API is so easy to program that we can create a complete network of calls routed and connected to each other in the most complex way possible, where all kinds of operations are applied, from screening to call transcription processes.
  • Its communication system takes omnichannel mechanics from other services and optimizes them, making communication very extensible.
  • There are several shortcomings within the Twilio platform, mostly in the area of real-time monitoring management, since Twilio does not have advanced tracking tools to keep smoothly auditing operations that need to be performed.
  • It does not have a programmable alert system, which forces us to depend on another service to manage the alerts in case of relevant calls at a certain time.
We recommend working with Twilio to keep statistical control of everything that keeps happening within our web marketing processes. Twilio is very useful in the application of attribute-based routing thanks to its high level of data filtering and artificial intelligence tools, which can also be customized.
Although we haven't had any major issues, we know that customer service is fast enough to make up for the errors that Twilio can make.
Score 10 out of 10
Vetted Review
Verified User
Review Source
In a world dominated by emails, we found that SMS notifications have a much higher chance of being read and actioned. We use Twilio to SMS our clients when they have new agreements to attend to, we use it to notify them of important deadlines as well as to provide a satisfaction survey where they simply have to reply with a numeric value. Due to the engagement rate being higher than that of email we were able to improve our processes based on feedback received and we were able to improve customer experience by keeping them up to date.
  • SMS
  • Custom Numbers
  • Integration to 3rd Parties
  • Perhaps a lite version of their web interface for new users
When you want to build your own workflows that require communication via SMS. Twilio literally integrates with everything and you don't need to purchase bespoke solutions
Whenever an issue has occurred their support has been super fast and efficient to resolve
December 09, 2021

Massive and Reliable!

Diego Ampuero | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use the Twilio integration to use Twilio in Microsoft's Dynamics 365. This integration lets our customers use SMS as another marketing feature our clients can use within Dynamics CRM. With Twilio, they can send individual or bulk SMS messages to their Leads and Contacts in Dynamics CRM. It is a simple and great feature!
  • Simplicity
  • Fast
  • Massive
  • Perhaps the error logging could improve -- it is sometimes a bit vague
I think it is well suited for massive bulks sends. I honestly cannot think of a better option, even for individual sends. The features it brings are simple and easy to use. I have nothing to complain about Twilio other than perhaps their portal and language can be a bit confusing
Mary Tihoni | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I use Twilio to create custom chat messages on Facebook. And it has been A great help! I am not always able to answer chat messages immediately when they come in, so having Twilio helps gather important information from a customer and sometimes can help the customer with simple questions like locations, hours of operation. Setting up the chatbot is super easy, and customer support is very helpful.
  • Gathers information from the client’s interactions
  • Can help answer pre-programmable queations
  • Provides peace of mind that you aren't missing chat messages
  • I haven't had any issues with Twilio
If you have a business page on Facebook, having Twilio’s chat not feature is a must! No more missed chat messages or clients getting upset because of a delay in replies. Twilio has helped on several occasions answer simple questions, so I didn't even have to answer the chat message manually. It also enables you to recognize when spammy messages are trying to get through.
November 30, 2021

Communication via API

Score 8 out of 10
Vetted Review
Verified User
Review Source
It is a very good app to send SMS and mail via APIs. We use it to share information within our company and with clients too. We are also working on different modules of this app to be used in our organization it helps us to ease out our work. We would like to recommend this software to everyone.
  • It helps in sending SMS via APIs.
  • Helps developers to programmatically send and receive SMS.
  • Twilio use intelligent feature to send Emails.
  • Well, everything is good still we can improve the layout of the app so every user can easily use it.
There are so many times when you just want to share the information with other clients securely and do not want to share the secure data, here Twilio works best as it connects with APIs to complete your communication, in a very secure manner. This is the best software to establish a secure connection.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Allows us to communicate with customers on a reliable communication channel (short message service). This allows us to target/send notifications (promotional, order status, service, etc.) to customers using smartphones or non-smartphones. SMS is legacy but still effective as it attracts attention, texts get read unline million push notifications all in all cheaper and effective method to stay in touch with customers.
  • Works great and helps businesses communicate effectively and programmatically
  • Light weight interface
  • Well documented
  • Magic SMS login
  • A cloud service provider should always have ways of improving pricing given this competitive industry
  • Consistency across the sales team
  • Customer service with instant messaging to suite customers from different time zones
Since the product was well documented it was very easy for us to integrate with the module we chose to use. Twilio SMS is well suited for organizations who believe in SMS marketing as setting up SMS marketing for e-commerce brands can be made incredibly easy with Twilio, templated message-flows, and more. Or some organizations may simply want a reliable SMS broker. How cool is it to send receipts via SMS for customers who cannot be bothered with apps/emails - simple yet effective.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We implemented Twilio within a small service-based company that needed to point people in the right direction when they got in touch with the company. Whatever channel those people get in touch with us, such as Whatsapp or email, we can quickly streamline the conversation and then keep an accurate record of all interactions in the future.
  • Plenty of options of channels to offer as part of the tool
  • Integrations
  • Automating actions, such as emails and SMS confirmations of orders or support tickets
  • Experienced some technical issues in the past
  • Not the easiest to set up (initially) - this was the first time I used the tool
  • IT executives would find it easier to set up rather than marketers - it would be good if the tool was aimed more at marketing. This said product support is good
Programmable SMS messaging was particularly a very good (and enjoyable) process to create - the tool in this respect was really nice to use. With SMS messages, in particular, the logs or deliveries, etc., and very interesting and presented in an easy-to-use way. Whilst technically the tool is a little complex, the UI is well designed and inviting to use.
Sarah Lohsl | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
In our sales department, as well as Account Management we utilize the Twilio text reminder service in conjunction with our CRM to send prospective and current customers text messages. This has eliminated a lot of ghost calls and missed communication with our potential customers, and current. Most clinicians are busy throughout their day in session so being able to text back and forth is much easier. We've closed a lot more sales from having better communication! Twilio works like a charm!
  • Integrates well with other platforms
  • Easy to setup
  • Support is good
  • The application for mobile phones
  • Adding a feature where you can lookup numbers to see if they're a landline or cell
  • More mobile friendly use
Using the texting capabilities that Twilio has provided within the CRM system my company uses it has allowed me to gain more sales and better communication with my prospective customers. As we all know - time is money, so being able to save time and communicate clearly is a huge help with my job.

I work with busy clinicians all day and they're usually in session but need to communicate quickly to get questions and concerns answered. I am able to quickly respond to them via text and send them important information that they have at their fingertips. I can also send out auto-texts to new clients so they're being taken care of right away.
Rod Thompson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We had a problem keeping engaged with Clients and we found that Twillo is a great tool for client connection. We use it to keep connected to our Clients.
  • Twilio helps us with Client email and keeps us compliant.
  • Because of Twilio, we rest easy knowing our communication our Clients is happening
  • It helps us avoid being blacklisted as spammers
  • We found it was easy to set up but it takes a little time to learn how to implement
  • Explanations of functionality were sometimes confusing and took longer to figure out.
Twilio for us has been vital because it helps us stay compliant with email. This means we are able to be confident that our communications with Clients happen in real-time and are not delayed because of our mail being redirected to a junk or spam folder.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Twilio to buy or purchase our customer's phone numbers that they were going to use once we set up their SevenRooms account.
  • They provide you all the numbers that were available in a certain country.
  • Their security is very very tight for their customers.
  • Very easy to use and navigate,
  • Lags on their website.
  • Long time to load a certain page.
Well, for me personally, as a Data Entry Specialist, I find Twilio a very handy and useful tool for my work. You can set up your customer's phone number very easily. But, the only downside is there's a lot of unsupported countries on Twilio's network. I wish they would be able to support every country that needs a Twilio setup.
November 25, 2021

Twilio is Tops

Michael Guerrieo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Twilio as part of our email campaigns with sendgrid. If a recipient from one of our emails engages with our email (open or click depending on the campaign) we initiate an SMS follow-up message. We can take some of the custom data points we use in the email campaign like name, company name, city, state, etc, and use [them] in the SMS message.
  • SMS text messaging
  • incorporate multiple channels into a marketing campaign
  • Broaden customer engagement
  • Better dashboard/reporting
  • Incorporate more channels like social media, direct mail, etc
  • Pricing is fair but I'm seeing alternatives pop up at competitive prices
Twilio is best when it is incorporated with email campaigns. Sending emails and seeing the user engagements to then incorporate SMS text messages has increased our campaign performance. Some planning and coding [are] required but a marketing generalist should be able to work with it.
Srawan Kumar Kamatala | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are an eGiftCard company that uses SMS as an integral part of user validation and eGiftCard usage flows. Between 2016-2019 (our earliest years) we had employed another programmatic SMS vendor simply due to the cost - we needed to validate our business hypothesis and the cost had to be minimal. Toward mid-2019, when the number of SMSes was at the scale of a few 10,000s, we started getting a lot more complaints about the effectiveness of SMS delivery. And that is when we checked options in the market and went ahead with Twilio - the major reasons we considered were (a.) feedback available on service from fellow startups, and a comparative analysis with other service providers on the dimension of "SMS delivery effectiveness" (b.) ease of integration for our tech team - documentation helped well (c.) set limits for auto top-ups. Since then our SMS usage has grown by a significant factor - 100,000s/quarter and Twilio has been a great fit for us; we don't think about our SMS layer anymore, so I think that's a job well done by Twilio.
  • SMS delivery effectiveness - rarely are non-delivery issues affecting us.
  • Auto top-up of account credits with self-definable limits.
  • Provides excellent documentation that leads to the development team breezing through integration.
  • The 2-factor authentication is the default for Twilio login. For several use cases, we want multiple members of the team to access the dashboard and the email/OTP authentication layer becomes a bottleneck. If multi-user admin privileges can be built-in, that works great.
  • As the scale of usage goes, pricing becomes a concern, and Twilio doesn't have a tiering built into the dashboard that we can leverage on.
Have shared some information in my earlier responses.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We were impressed by two things. The first was the flexibility of the architecture, which the primary RingDNA architect had first-hand experience with on a prior project. The second and perhaps most impressive thing is reliability. The fact that Twilio APIs were unaffected by the infamous April 22nd Amazon Web Services outage really spoke volumes about the stability of the platform.
  • Easy API.
  • Great support.
  • Twilio call flow and routing process is the gold standard.
The Twilio call flow and routing process is the gold standard, and we have used it to make things like RingDNA’s script suggest features happen. We’ve built things on top of it, such as the ability to associate channel information, such as search keyword usage and other call origin features that might influence what people picking up the phone should do or say.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our company, SnapEngage, is the leading provider of live chat platforms. Twilio SMS API is being used in our company for 5+ years already and is used for providing the possibility of creating a chat between our live chat platform and the customers of our customers (site visitors). A site visitor can create a chat with agents by texting an SMS and the agent will be able to reply from the platform. Put customer is buying of SMS number through our platform, so that their clients could have a chat via SMS. That's very nice for people who can just chat via SMS, so it gives more flexibility to communicate. Along with SMS, we provide Facebook Messenger and etc. Integration with Twilio went pretty easy. When our client doesn't want to use this channel, we just release the number to Twilio. All the logs we can see in the admin account logs. Also, we integrated the Programming Voice module, but Voice API is not used very often as much as SMS. Integration was done a long time ago, 5+ years. As far as I know, integration was performed smoothly, we don't have issues. Some time ago we had live calls using Twilio but not anymore.
  • Provide/release SMS.
  • Texting via SMS.
  • More visible logs.
As we do in our company, it's easy to integrate Twilio SMS API for texting via SMS with clients from the USA. We are a US-based company but have European clients as well.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Twilio as part of our SaaS product to extend its reach with audio and text phone communication: Twilio allows us to programmatically create a conference call between 2 parties who are already connected by our SaaS platform in a text messaging session, and allows text messaging to come from SMS channels too.
  • Very easy for developers to get started.
  • Great API documentation.
  • A lot of active community content and code examples.
  • A robust platform, no significant outage impacting our services.
  • The administration dashboard is complex - improved UX would be welcomed for the admins.
Twilio is the go-to platform for developers needing to add phone services in their online services. With the merger with sendgrid and the extensions to Whatsapp and other channels, Twilio is becoming the standard vendor to provide all necessary complex communication technical services to a developer audience. Getting started is fast and easy with tons of code examples and exhaustive documentation.
Score 9 out of 10
Vetted Review
Reseller
Review Source
We use Twilio as a one-stop solution to all our messaging needs, we leverage it on our platforms to create the best developer experience for developing voice and text-based applications. Twilio has got everything covered when you talk about messaging--from sending out marketing text messages to sending out the voice notes to our customers from an IVR. Since we are a telecommunication-based organization, globally we try to have the same set of gateways/applications wherever possible and Twilio has helped us achieve this. We use Twilio across all of our business units globally.
  • Getting to know Twilio is super easy thanks to its amazing documentation, which is written in a very clear and simple-to-understand manner.
  • Console is easy to use, things are easy to find, and navigation is great.
  • Awesome reliability--we haven't experienced any downtime and Twilio's services are highly reliable and built for resiliency.
  • Premium support is great, but they charge a hefty fee. The rest of the support tiers are not that great and we had some issues and friction with the support earlier when we were in the lower support tiers. But since we use Twilio globally and at a large scale, we decided to switch to the top support tier, although it comes at a cost but is good. I wish they provided at least decent support in lower tiers as well.
  • We saw some API failures to the calls while initially implementing Twilio, reached out to our CSM, and he took some time but was able to fix that for us--never imagined the API failures from Twilio.
  • Our customers have complained about very occasional call drops and bad audio quality.
  • Delivering messages to some countries, like China, takes time.
I would recommend Twilio to anyone who's looking for cloud-based messaging software, no matter if you're a business with smaller/limited needs or a multi-million business with a massive call center/customer support team that requires high availability and reliability--Twilio is versatile enough to handle all your needs! It is a platform that scales as you and your business grow. It is also continuously updated with new REST API features and SDKs, which makes it a great fit for the growing tech industry.
June 30, 2021

Easy go with Twilio

Score 8 out of 10
Vetted Review
Verified User
Review Source
Twilio is one of the best communication integration tool in today's world. It is widely used for Whatsapp, SMS, Programmable Voice and email etc. We used it because of their easy API connection with other systems. It is used globally for getting the best analytics and support with their team.
  • Whatsapp Communication
  • Programmable Voice
  • Email
  • Video
  • Required coding knowledge
  • Customer Support
  • Pricing need to be improved
We recommended because of their reliable communication API interface. They can connect with almost all Messaging i.e. Whatsapp, SMS and Chat. Its new feature is used to create the Marketing campaign as well. There account security is very good to secure your from any data breach of the users and customer.
Good interface to connect with different API systems for communication through different channel[s]. Twilio has good market coverage of the client across the globe for generating revenue through multi-channel approach. It works with [a] programmable feature that makes life easy for every user. Automated call is one of the advance[d] feature[s] of this tool.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Twilio to send text messages to customers and partners about their bill, progress on their injury cases, etc. We use that across the company but Twilio's use is heavier in some departments than others. In this day and age, customers want to be kept informed of status of their case/complaint. Customers want to know when a bill is generated, when a bill is paid and more. Twilio's SMS API allows us to keep customers informed and that increases their trust in us.
  • Easy.
  • Reliable.
  • Mature.
  • Requires advanced skills.
  • IT needs to be involved.
Twilio's SMS is very well suited to interact with customers via text messaging. While we have seen younger generation being happier with texting, we are also seeing texting picking up across all demographics. Twilio will generate/increase trust in situations when customers require rapid response or want to be informed of their account/status changes. Twilio's SMS is not the best for sending links to files, getting electronic signatures via links or sending large images etc. Expect IT to be involved and ensure that IT is given adequate information about your current AND future plans to gain the most out of Twilio SMS.
The best part is that we don't need to call Twilio. Barely ever does anything go wrong. When do have to call regarding questions about billing or account settings, they are always happy to help. We don't feel like we are burdening them. Support typically has answers for us in the first call and we seldom have to wait for escalations.
Jocelyn Bousquet | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
From my almost six years of experience using Twilio, I regard it as the top solution for receiving and sending SMS, VoIP calls for two-factor authentication of our apps. Thus, it wasn’t a surprise when I joined my current company and found Twilio as their adopted voice/SMS API programme.
Asides from its efficiency, the major reason why we use Twilio is because of its large peer community, which makes it so easy to find solutions to all obstacles encountered while integrating Twilio, coupled with the quick and efficient response from the Twilio support team, at every occasion where-in I have needed assistance with using Twilio.
  • Strong resources provided by Twilio for users to easily navigate most technical issues.
  • Efficient support team - I get responses from Twilio on every occasions where-in I have had to contact them, within a 24 hour period.
  • Competitively priced sms/voice calls cost to any phone number globally. This is a major strong point of Twilio.
  • Twilio restricts log data rows, thereby affecting my inability to export complete log data.
  • Difficulty searching for sms logs, using phone numbers.
Twilio is efficient in terms of quick sms delivery to most locations, globally.

Efficient for customer engagement - Twilio makes it convenient to connect with our customers wherever they are using text messages and voice calls.

Phone number validation to prevent fraudulent signups.
Twilios response rate in terms of how quickly they respond to support tickets, is one of the best I have come across.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Twilio to send a message via WhatsApp to the client with the agent assigned to their case. Twilio Flex is used as a call center to be able to contact customers who have questions or need help with a process. It also uses both calls and messages (WhatsApp, Facebook messenger, and webChat provided by Twilio). Likewise, the way to make calls from Flex to clients attended by agents was implemented.
  • Easy implementation with channels (WhatsApp and webchat) that are already predefined.
  • Using Twilio studio you can define paths with whatever you want to happen.
  • It has a good support to be able to consult about problems.
  • Shortage of numbers to be able to operate, it has happened to us that in a country where we want to operate there are no numbers currently available. And if there are, the actions that can be used are limited. This is in South America (our case).
  • The documentation too basic for some cases that you want to do. If one does not know the language in this case React counts a little to understand how to continue working. (Twilio Flex)
  • There are some features that are still very green or in beta. For example, being able to obtain the name of the person speaking through the Facebook messenger channel. For Instagram there is nothing official to use, it has to be configured by hand. As if you have more than one number to call, you have to customize something to work.
When you want to centralize many channels in a single environment (calls, Messages, WhatsApp, webChat, flows as desired, etc).
It is very good that they are always ready to help.
Max Safier | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
Review Source
Twilio flex is being used for our inbound and outbound call center, we needed to move from our on-prem solution to the cloud. Twilio is being used by all our teams in our company. What's great is we can work anywhere we want just as long as we have internet, we are good. The times that we are in today gave our employees that flexibility vs. having to work in the office. Another thing I love about this system is that it can directly involve the SIP trunking within the Twilio platform. Twilio is a simple, user friendly way to log in and out of work activities.
  • Easy to see my team in one place, when they log in and out and what call status they are in.
  • Twilio is a simple, user friendly way to log in and out of work activities.
  • Excellent services and support.
  • The omnichannel feature which allows agents to get request from all channels.
  • Documentation can be improved for training and learning.
  • You will need an IT team to implement this solution or need to pay for PS work.
  • Getting the logs is a bit difficult for support.
With Twilio, you can start from scratch to build your own contact center in the cloud. I did know a lot about VOIP before, but still needed to learn a few things for this solution. When I need to travel or my agents need to travel for work, they can with all mobile services you can expect (voice, SMS, MMS). The pricing is very good for this and the global user interface makes the whole system pretty easy to manage and use. I only use a few features from the platform, but the possibilities are huge being in the cloud! What is great is they are always working on new services. And Twilio is now really recognized as a leader in the communication space.
I would say support is not the greatest at times. Sometimes, the turnaround on a support ticket can be 24 - 48 hours even if it is a tier 1 issue. Other cloud contact centers I have worked with can resolve some tier 1 support issues on that same day.
Score 10 out of 10
Vetted Review
Verified User
Review Source
[Twilio is] used to manage communication with our clients in the ways that our clients work outside of emails. It allows us to communicate with our clients by voice calls and text messages. Additionally, we use programmable wireless to provide on demand connectivity as we travel with our equipment.
  • Documentation
  • Developer Guides
  • Support
  • Account Transfers
  • Finding Owned Resources
Twilio provides a set of highly robust building blocks for communication and connectivity. It works extremely well with our business which fluctuates in demand and we can scale up and scale down very easily at any time.

Especially the programmable wireless service allows us to deploy equipment anywhere without worrying about figuring out a short term contract with the local cell carriers.
I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries.

With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
Score 10 out of 10
Vetted Review
Verified User
Review Source
In the healthcare industry you need to find different sorts of solutions to reach out to patients for different reasons. It may be appointment reminders, marketing purposes or to update them about requests that they have made. There are plenty of companies out there who do this for you, including the interface with the biggest names for PM systems and EHR, but since we have an IT department and people dedicated to develop custom software solutions, Twilio was definitely the best option to choose price-wise and implementation-wise. It gives you full flexibility to use the system as you wish, write any logical structure to implement your solutions, and it's really cost efficient in comparison to other options.
  • Customization.
  • Price.
  • Documentation (easy to implement).
  • Speed.
  • It is not a direct consumer tool.
  • You will need an IT team to implement these solutions.
  • It's a very specialized tool.
If you have a software development company this is your best option, the cost per message is miniscule, and the it will integrate well into your software. There is a lot of documentation and the API is easy to use once you get the hang on it. If on the contrary you are a consumer who wants a product ready to use by just inputting some data, this is not the product for you. This is the product that the companies that try to sell you those ready to use products use.
I haven't had to interact with them in a lot of occasions, but when I have it was with very deep specialized questions and the person that took care of me know the software inside out. They knew how to address my questions and help me solve my problem. They also have a lot of resources in their community.