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Twilio

Twilio

Overview

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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Recent Reviews

Beware TWILIO!

1 out of 10
October 19, 2023
Incentivized
We have been using Twilio's texting feature for our clients for over 1 year. Due to new regulations, we had to provide additional …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Verified User
Contributor in Information Technology
Health, Wellness and Fitness Company, 11-50 employees
Verified User
Engineer in Engineering
Computer Software Company, 1001-5000 employees
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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
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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

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.Screenshot of 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.Screenshot of Flex is a programmable Contact Center that puts you in control.

Twilio Videos

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

Twilio Integrations

Twilio Competitors

Twilio Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesWe support 180 countries world-wide.
Supported LanguagesEnglish

Twilio Downloadables

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Comparisons

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Reviews and Ratings

(205)

Attribute Ratings

Reviews

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
October 26, 2023

Best in class communication services

Verified User
Director in Marketing
Media Production Company, 1-10 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
[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. We used to use programmable wireless to provide on demand connectivity as we travel with our equipment but have shifted to other vendors as they spun off that business.
Pros and Cons
  • Documentation
  • Developer Guides
  • Support
  • Account Transfers
  • Finding Owned Resources
Likelihood to Recommend
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.
Return on Investment
  • Ability to chat with customers via multiple channels (voice, chat, SMS)
Channels
We primarily integrate only the voice and SMS channels with Twilio and it's been very reliable.
Scalability
Twilio allows us to easily communicate with our clients and partners though multiple channels. As clients and partners are shifting to more "messaging" based communication as opposed to emails, it's been easy to adapt to customer demands with Twilio
Performance
10
We have never experienced outages or performance degradations with Twilio.
Alternatives Considered
We required more customizations and Twilio Flex offered exactly that.
Other Software Used
Users and Roles
1
Operations
Support Headcount Required
We have not had need to provide any technical support.
Business Processes Supported
  • Client communication
  • Office guest notifications
Innovative Uses
  • Twilio Flex was easy to use to create a supplementary CRM system
Future Planned Uses
  • Expand on Twilio Flex and migrate off OpenPhone implementation
Likelihood to Renew
10
Twilio delivers exceptional value, performance, and reliability in its service. It's also been very cost effective.
Products Replaced
No
Key Differentiators
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
The cost to run Twilio services is incredibly low.
Implementation Rating
10
The developer APIs and SDKs are super easy to follow.
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Change Management Lessons
Change management was minimal
Support Rating
10
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.
Premium Support
No, we don't experience issues with Twilio nor have a complex implementation.
Bug Resolution
Yes
Their support is very helpful and to the point.
Usability
10
Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.
Easy Tasks
  • Search
  • Logs
  • Admin UI
Difficult Tasks
  • Customizing admin UI navigation
October 19, 2023

Beware TWILIO!

Verified User
C-Level Executive in Corporate
Information Technology & Services Company, 11-50 employees
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We have been using Twilio's texting feature for our clients for over 1 year. Due to new regulations, we had to provide additional information about our use. As a result, the feature on our software was "halted." We completed the documentation and have reached out to Twilio dozens of times over the past month, and cannot get the feature back up and running with any success.

In my experience, Twilio keeps putting our "campaign" off for days at a time. In my experience, we contacted with no response multiple times and at this point, we will likely leave Twilio for another provider unless something changes this weekend.

I would not recommend Twillio at all for setting up for a client. In my opinion, it has been a "MONTH" long nightmare to get this feature back up and running.
Pros and Cons
  • Allows to send one way messages
  • Can be attached to third party software
  • In my opinion, online support is extremely subpar for clients.
  • In my experience, no way to talk with anyone without a $1,500 investment monthly in their service.
  • In my experience, be prepared to wait at least 2-4 days to receive even one response from their support.
Likelihood to Recommend
If you are a software development firm, do not use this service unless you plan to purchase their $1,500 / month support contract. I feel it's not worth the investment in time and money to deal with this organization.
Return on Investment
  • Can't support our clients with their solution
  • Lost over $3,000 in development time trying to manage their support system.
  • Training for new features was halted, in my opinion, because of their lack of support.
Channels
We had planned to use Twilio SMS messaging in at least 30-50 solutions. In my experience, it was working a month ago and now we can't even get a call back from their organization -- everything is through an online ticketing program that I feel is ineffective, lack luster, and doesn't provide timely follow-up.
Scalability
At this point, not at all.
Performance
1
We used it for over a year with no problem and now we can't use it all and haven't been able to for over a month. I don't know what they are doing, but this has been a literal "nightmare" for our team.

Our clients depended on the SMS functionality, and now they can't use it at all.
Other Software Used
Users and Roles
20
Our clients use Twilio to text witnesses and police officers for trials from our software.
Support Headcount Required
3
Full Stack Developer
Business Processes Supported
  • Texting witnesses for trials
  • Texting clients for updates
  • Allowing our clients to text others in their contact list within our software
Likelihood to Renew
3
Unless we can get this handled quickly -- less than 1 week -- we will likely switch to another provider who, in my opinion, we'll have to spend close to $3,000 in development time to build a new integration for texting. Our clients need texting and I feel Twilio has failed us miserably.
Products Replaced
No
Key Differentiators
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Integration with other systems
Evaluation Lessons Learned
Make sure we know that we have a "person" who is helping us manage our integration.
Implementation Rating
9
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
No
Change Management Lessons
Change management was a minor issue with the implementation
Support Rating
1
We've been trying for a month to get this software working.
Premium Support
We didn't because right now, we have about 10 small clients using it for short text messages. NONE of them can use it currently from within our software.
Bug Resolution
Yes
No... That's why I'm writing here. This is just awful for our clients.
Exceptional Examples of Twilio Support
Over a year ago... We were able to establish this addition with minimal difficulty.
Usability
9
Clients love being able to push a button in our software to send a text. Love it!
Easy Tasks
  • Ease of use in integration
Difficult Tasks
  • Lack of support when regulations started
October 07, 2023

A road to better customer penetration

Verified User
Manager in Engineering
Computer Software Company, 1-10 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We are a software integrator, helping Twilio customers onboard onto Twilio products. Our customers use twilio in the following manner:
  1. Onboard customer into their CRM
  2. Customer support
  3. Outbound marketing messages
  4. Use Twilio IoT to track to their fleet
Pros and Cons
  • Outbound / inbound messaging
  • Twilio flex
  • SMS
  • Twilio customer support for developers
  • Documentation
  • Build more ready to user features on React UI
Likelihood to Recommend
I have seen that Twilio has a very high tolerant and throughput system. This provides a lot of reliability to our customers who have migrated from other telecommunication companies.

Twilio should also actively build widgets where non programmers can plug and play it in their system and they should have more out of the box solutions for WhatsApp.
Return on Investment
  • Implementation of Twilio for the customer is expensive
  • Product reliability is high
Channels
Yes it has all the channel I need. some customers in asia might want integrations with local chat channels like viber and kakaotak
Scalability
Twilio is a one stop solution to any company that requires a global marketing platform. One of my companies has a customer support center in europe and australia and with Twilio they could offload excess demand to the other region seamlessly.
Performance
10
It hardly fails.
Alternatives Considered
Amazon connect
Other Software Used
Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Google Workspace
Users and Roles
1
We are a software integration service business
Support Headcount Required
1
Nodjs and react
Business Processes Supported
  • marketing messaging
  • call routing
  • customer support -- flex
Innovative Uses
  • KYC
  • customer automation
Future Planned Uses
  • waiting to see AI use case
Likelihood to Renew
8
Products Replaced
No
Key Differentiators
  • Scalability
  • Ease of Use
July 21, 2023

Simplify your comunications channels with Twilio.

Verified User
Engineer in Engineering
Non-profit Organization Management Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
We needed a way to efficiently communicate with our clients. Most of them don't consider buying internet or don't have a smartphone.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
Most Important Features
  • It allows you to set SMS services withount needing any local company.
  • It allows you to recharge the balance without any actions.
  • It was easy to add Twilios code into our programs.
Return on Investment
  • It helped us to send reminders of payments to our clients, this allowed the clients to be more aware of their payments and so decrease the late payment rate.
  • It helped us to send positive messages to our clients to motivate them through the pandemic.
  • It helps us to communicate with our clients that don't have internet or don't own a smartphone.
Alternatives Considered
We needed a tool that could be implemented into our software. Since Twilio offers libraries that can be programmed into any software, we decided to use Twilio. Also, the documentation and prices were better.
Other Software Used
Users and Roles
2
We use Twilio to send SMS reminders to our clients about payments that are approaching so they can prepare them and avoid fees for being late in their payments. We also use them to encourage them while we were in the pandemic.
Support Headcount Required
1
To be able to implement Twilio, since Twilio doesn't provide and end product, but an API, the skills needed in our organization were those of a senior software developer. The software developer developed an end application where both our system and the Twilio API were integrated, for and end user to send the needed messages.
Business Processes Supported
  • Constant and clear comunications with our clients.
  • Saving costs of handling late payments.
  • In some cases also for marketing purposes.
Innovative Uses
  • As a personal support to our clients during the pandemic.
Future Planned Uses
  • Making educational surveys.
  • Marketing
Likelihood to Renew
10
We are happy with Twilio because the price per message is low. The API is not difficult to implement and the documentation is very complete. Twilio as a company keeps you well informed of issues that happen. They also offer free online workshops or conferences to make notices of new laws, etc.
July 18, 2023

Keep your customers informed via text using Twilio

CS
Chirag Shukla
CITO (Chief Information Technology Officer)
Risk Administration Services, Inc. (Insurance, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • Easy.
  • Reliable.
  • Mature.
  • Requires advanced skills.
  • IT needs to be involved.
Likelihood to Recommend
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.
Return on Investment
  • Customer satisfaction improved.
  • Calls from customers to our service center reduced.
Users and Roles
5
Three different business units utilize Twilio - one unit is focused on Business Operations, another is IT, and the most important is case management business unit that assesses loss claims and provides advocacy. This latter group uses Twilio to keep claimants - that is the person who suffered a financial loss - informed about their case through automatic notification. They, however, do not do this work manually. They utilize IT department, that utilizes Twilio's automation tools such as APIs to deliver message to the claimant. The business operations team is made aware of communication so that they can reasonably respond to a claimant who has questions about the communication they received.
Support Headcount Required
2
Twilio does not require much support. Once IT wrote the code for communications, there wasn't much of a need for anyone to touch that integration. The business unit(s) support Twilio by making payments and IT does routine checks on messages going through Twilio. We already had software development/programming skills. Twilio's APIs made it easy for us to use our existing programming skills to integrate with Twilio and focus on communicating with customers.
Business Processes Supported
  • Initial contact with a customer
  • Keeping customer informed
  • Getting feedback from customers
Future Planned Uses
  • Two-way communication with customers
Likelihood to Renew
10
We have standardized our processes surrounding Twilio. The entire process just works! There is no significant gap that we need to fill. Instead of thinking about Twilio's replacement, we'd rather focus on our customers with Twilio. It meets all our uses-cases currently. We haven't even explored the entire suite of applications to determine what other use cases we may potentially use.
Support Rating
10
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.
Usability
9
Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.
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