Twilio Flex Logo
Twilio Flex Logo
Twilio

Twilio Flex

7.8 /10
Category
Twilio Flex
7.8 /10

What is Twilio Flex?

Flex delivers what you need to run an enterprise contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy.

Company Details


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Awards & Recognition

Twilio Flex won the following awards in the Contact Center as a Service - Midmarket category

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Twilio Flex Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Twilio Flex.

88 Likeliness to Recommend

86 Plan to Renew

80 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+90 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Twilio Flex?

9% Negative
3% Neutral
88% Positive

Pros

  • Unique Features
  • Respectful
  • Acts with Integrity
  • Efficient Service

Feature Ratings

Average 85

Call Recording

93

Multi Channel Intake Integration

87

Workforce Management

87

Contact Center Analytics

85

Knowledge Management

85

Contact Center Compliance Management

84

Screen Prompts

84

Skills Based Routing

84

Ticket Management

83

Call Scripting and Call Flow Management

83

Multi Channel Queue Management

81

Vendor Capability Ratings

Average 83

Ease of Data Integration

86

Quality of Features

85

Ease of IT Administration

85

Ease of Customization

84

Product Strategy and Rate of Improvement

83

Ease of Implementation

83

Usability and Intuitiveness

82

Availability and Quality of Training

82

Breadth of Features

81

Vendor Support

81

Business Value Created

79

Twilio Flex Reviews

Maurice G.

  • Role: Sales Marketing
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2023

My Expereince With Twilio Flex

Likeliness to Recommend

9 /10

What differentiates Twilio Flex from other similar products?

When it comes to handling client and customer requests and questions, Twilio Flex offers great features as a contact center and is easy to use

What is your favorite aspect of this product?

I like the ease of setting up Twilio Flex It makes addressing customer needs and questions easy

What do you dislike most about this product?

Twilio Flex has been flawless

What recommendations would you give to someone considering this product?

For contact center and business customer contact center management, Twilio Flex is the solution

Pros

  • Helps Innovate
  • Reliable
  • Unique Features
  • Efficient Service

Charlie B.

  • Role: Consultant
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Top tier communication software.

Likeliness to Recommend

10 /10

What differentiates Twilio Flex from other similar products?

Combining its customizable Voice, Video, and Text APIs with the Twilio Flex cloud contact center, Twilio provides a CPaaS and CCaaS solution. Elastic SIP Trucking from Twilio and the API for WhatsApp are additional features. For customers, it creates secure and legal customer engagement applications.

What is your favorite aspect of this product?

The Twilio API is so simple to use that we can build a full network of calls that are routed and connected to one another in the most complicated way imaginable, with all types of operations being used, from call screening to call transcription procedures. Its communication technology improves Omnichannel mechanics from various services, resulting in extremely extendable communication.

What do you dislike most about this product?

The Twilio platform has a number of drawbacks, mainly in the area of real-time surveillance control because Twilio lacks sophisticated tracking capabilities to maintain smooth auditing operations. Some issues prevent the user from disconnecting, such as when a call is stuck.

What recommendations would you give to someone considering this product?

When it relates to text- and voice-based client contact, Twilio is incredibly effective, and in my field, this is where it really shines. On the other hand, Twilio falls short when it comes to offering data and analysis that can be used to gauge the level of participation our marketing messages are driving.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Clayton H.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

Twilio is a solution for your communication needs

Likeliness to Recommend

10 /10

What differentiates Twilio Flex from other similar products?

Our organization uses Twilio across a variety of use cases and divisions. However, Twilio is used by our division to communicate with consumers via automated SMS, voice calls, and even text messages on well-known social media platforms like Telegram and WhatsApp. We are essentially changing how and where we interact with our clients thanks to Twilio.

What is your favorite aspect of this product?

Twilio is one of the top services focused on service operations and strategic communications that we'll be able to access during our business career, given the variety of solutions for speech recognition or reporting administration. We are happy and content to use Twilio to handle our communications. Through Twilio, we can SMS contact their Dynamics CRM Leads and Contacts in bulk or individually.

What do you dislike most about this product?

Because it lacks a programmable alert system, we must rely on another provider to handle alerts in the event of pertinent calls at a specific time. Because Twilio Flex cannot interact with many different systems, the method is significantly more manual. You are unable to integrate with QA management systems, which would facilitate coaching and feedback-giving.

What recommendations would you give to someone considering this product?

Of all software vendors, Twilio offers some of the greatest customer support services. Not only is response time really swift, but the agents have occasionally gone above and above to assist us in getting over difficult obstacles. The Twilio user community is vibrant and supportive, giving them a dependable resource for finding answers to the majority of problems with Twilio.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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