Twilio--the best communication as a platform service out there with great integration capabilities
September 13, 2021

Twilio--the best communication as a platform service out there with great integration capabilities

Himanshu Shah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

Modules Used

  • Flex
  • Programmable Voice
  • Programmable Video
  • Programmable SMS
  • Programmable Chat
  • Twilio API for WhatsApp
  • Authy

Overall Satisfaction with Twilio

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.
  • Twilio's high reliability helped us ensure we provide the best communication services to our customers.
  • Twilio is capable of doing things that no other single platform can do. This helped us globalize Twilio's usage across our entire firm and save a huge amount of money that we used to spend procuring, implementing, and managing multiple platforms.
  • Cohesive nature of Twilio helped us integrate our applications and systems with Twilio and most of the integrations were simple because of the rich API support of Twilio.

Do you think Twilio delivers good value for the price?


Are you happy with Twilio's feature set?


Did Twilio live up to sales and marketing promises?


Did implementation of Twilio go as expected?


Would you buy Twilio again?


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.

Evaluating Twilio and Competitors

I have been in to telecommunications since the beginning of my career and have a handful of experience in some of the software like Twilio. The great thing about Twilio is that it is able to combine all the requirements from the messaging/communications perspective that we didn't have to think about any other solution post Twilio's implementation at our organization. It is a great package at very great pricing.