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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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
88 Likeliness to Recommend
86 Plan to Renew
80 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+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?
Pros
- Unique Features
- Respectful
- Acts with Integrity
- Efficient Service
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Call Recording
Multi Channel Intake Integration
Workforce Management
Contact Center Analytics
Knowledge Management
Contact Center Compliance Management
Screen Prompts
Skills Based Routing
Ticket Management
Call Scripting and Call Flow Management
Multi Channel Queue Management
Vendor Capability Ratings
Ease of Data Integration
Quality of Features
Ease of IT Administration
Ease of Customization
Product Strategy and Rate of Improvement
Ease of Implementation
Usability and Intuitiveness
Availability and Quality of Training
Breadth of Features
Vendor Support
Business Value Created
Twilio Flex Reviews
Maurice G.
- Role: Sales Marketing
- Industry: Other
- Involvement: End User of Application
Submitted Jan 2023
My Expereince With Twilio Flex
Likeliness to Recommend
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
Submitted Dec 2022
Top tier communication software.
Likeliness to Recommend
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
Submitted Dec 2022
Twilio is a solution for your communication needs
Likeliness to Recommend
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