Great flexibility
Anonymous | TrustRadius Reviewer
November 23, 2019

Great flexibility

Score 8 out of 10
Vetted Review
Review Source

Overall Satisfaction with Twilio Flex

It's currently being used with one department; routing calls to specific people and then having a wider rollover based on availability.
  • Customizable.
  • Great interface.
  • Integrations.
  • Basic in nature.
  • Isn’t one “knock your socks off” feature.
  • The customer gets to assigned an agent quicker.
It’s more basic but has some great flexibility.
I don’t use Twillio support specifically.

Do you think Twilio Flex delivers good value for the price?

Yes

Are you happy with Twilio Flex's feature set?

Yes

Did Twilio Flex live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Twilio Flex go as expected?

I wasn't involved with the implementation phase

Would you buy Twilio Flex again?

Yes

Contact centers. Not suited well for basic Uc users.

Twilio Flex Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated