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Twilio

Twilio Flex

Composite Score

7.6 /10

CX Score

7.5 /10

31 Reviews Write a Review

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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4 Top Rated Capabilities

5 Top Rated Features

2024

2023 Data Quadrant Champion

2023

6 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Champion

2022

4 Top Rated Capabilities

4 Top Rated Features

2022

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.

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

93 Plan to Renew

Up 7
Since last award

79 Satisfaction of Cost Relative to Value

Down 1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 92%
Negotiation and Contract:: 87%
Conflict Resolution:: 86%
Strategy & Innovation:: 80%
Service Experience:: 83%

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.

+85 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?

4% Negative

2% Neutral

94% Positive

Pros

Altruistic
Security Protects
Helps Innovate
Unique Features

Feature Ratings

Average 82

Multi Channel Intake Integration

Knowledge Management

Call Recording

Workforce Management

Multi Channel Queue Management

Screen Prompts

Contact Center Compliance Management

Ticket Management

Skills Based Routing

Call Scripting and Call Flow Management

Contact Center Analytics

Vendor Capability Ratings

Average 80

Ease of Customization

Ease of IT Administration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Vendor Support

Business Value Created

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Twilio Flex Reviews

Role: Information Technology
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Apr 2025

"Powerful and Flexible, But Needs Some Setup!"

Likeliness to Recommend

10 /10

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Veera Reddy P.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Engagement with customers through lot of channels

Likeliness to Recommend

8 /10

What differentiates Twilio Flex from other similar products?

Best contact center platform and cloud based

What is your favorite aspect of this product?

Channels availability like WhatsApp, telegram, FB Messager, Web chat and other

What do you dislike most about this product?

Some times we are seeing issues with interactions

What recommendations would you give to someone considering this product?

If we need contact center application with various engagement features, we can buy this.

Pros

Enables Productivity
Trustworthy
Efficient Service
Effective Service

Nikhil A.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

It is great product . We r integrating in our prod

Likeliness to Recommend

9 /10

What differentiates Twilio Flex from other similar products?

real-time data orchestration, AI-driven personalization with CustomerAI, and seamless omnichannel support

What is your favorite aspect of this product?

Its programmable nature lets you customize workflows, UI, and integrations to fit unique needs, making it a favorite for businesses wanting a tailored contact center solution without the constraints of traditional platforms.

What do you dislike most about this product?

Its heavy reliance on custom development—requiring familiarity with APIs, Studio, and TaskRouter—can be challenging for non-technical teams, potentially slowing implementation and increasing setup costs compared to more out-of-the-box solutions.

What recommendations would you give to someone considering this product?

go through each n every aspect pricing , fetaures, quality before bying it for your iragniation or enterprise version

Pros

Performance Enhancing
Helps Innovate
Reliable
Enables Productivity

Cons

Slower Product Innovation
Less Effective Service
Less Inspiring

Latest Research

Twilio Flex

What is Twilio Flex?

Company Details

Need Assistance?

Awards & Recognition

2023 Data Quadrant Champion

2022 Data Quadrant Champion

Twilio Flex Ratings

88 Likeliness to Recommend

93 Plan to Renew

Up 7 Since last award

79 Satisfaction of Cost Relative to Value

Down 1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Twilio Flex?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

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

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.

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.

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.

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.

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.

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.

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

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.

Twilio Flex Reviews

"Powerful and Flexible, But Needs Some Setup!"

Likeliness to Recommend

Pros

Veera Reddy P.

Engagement with customers through lot of channels

Likeliness to Recommend

Pros

Nikhil A.

It is great product . We r integrating in our prod

Likeliness to Recommend

Pros

Cons

Most Popular Twilio Flex Comparisons

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Vonage Contact Center

Title

Up 7
Since last award

Down 1
Since last award

Feature Ratings

Multi Channel Intake Integration

Knowledge Management

Call Recording

Workforce Management

Multi Channel Queue Management

Screen Prompts

Contact Center Compliance Management

Ticket Management

Skills Based Routing

Call Scripting and Call Flow Management

Contact Center Analytics

Vendor Capability Ratings

Ease of Customization

Ease of IT Administration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Vendor Support

Business Value Created

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Data Integration

Availability and Quality of Training