Twilio is one of the most interesting call routing services
January 10, 2022

Twilio is one of the most interesting call routing services

Yolanda Quintero | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Modules Used

  • Flex

Overall Satisfaction with Twilio

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.
  • The gains we have achieved by using Twilio are remarkable: we have increased our ROI capacity by at least 50% since we started using the service, which raises our ROI amount by 1.
  • We hope to continue working with Twilio and that the profits will continue to increase for the next working period.
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.

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Would you buy Twilio again?


Twilio has been very helpful thanks to its omnichannel communication system, it has helped us to optimize communication and its use is extensible through a well configured API.
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.