Twilio Customer Engagement Platform

AI Engine for CPaaS

Supports conversational AI solutions, such as text-to-speech, speech-to-text, sentiment analysis, and call highlights.

Communication APIs

Embed voice, video, SMS, and other communication functionality into your application stack via APIs.

WebRTC-based Calling

Enables real-time communication (RTC) in web browsers and mobile apps.

Drag and Drop User Interface

Optimal user interfaces and interactions, such as drag-and-drop and file open-in applications.

Code Libraries

Provides a library of code samples to build out a customized platform.

Integration APIs

Ability of the software to interface with legacy and other third party applications.

Cloud Integration

Includes real-time data integration, APIs, and data quality.

Online Cloud Platform

Works as a SaaS solution natively on the cloud.

Software Development Kit

Libraries for building applications on different desktop and mobile platforms.

MMS API

API for sending and receiving multimedia formats.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.