Twilio, the lead[er] of all things cloud
May 14, 2021

Twilio, the lead[er] of all things cloud

Max Safier | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller

Modules Used

  • Flex
  • Twilio WebRTC

Overall Satisfaction with Twilio

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.

Pros

  • 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.

Cons

  • 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.
  • Maintenance is handle[d] by Twilio freeing up my team.
  • Not having to upgrade our on-prem solution is saving us a ton.
  • Negative: the cost for numbers and telco and be pricey.
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.

Do you think Twilio delivers good value for the price?

Yes

Are you happy with Twilio's feature set?

Yes

Did Twilio live up to sales and marketing promises?

Yes

Did implementation of Twilio go as expected?

Yes

Would you buy Twilio again?

Yes

I gave them a 10 here because from the agent level this system is very easy to use for them. Supervisors love it because of the reporting they can get and the ability to monitor and train/coach their agents. The only piece where it gets tricky is from the administrator side of the house, but if you have a good IT team there is nothing to worry [about].
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.

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