This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)

Twilio

Twilio Flex

Composite Score

7.5 /10

CX Score

7.5 /10

23 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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

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

Filter By

4 Top Rated Capabilities

5 Top Rated Features

Latest Award, 2024

2023 Data Quadrant Gold Medalist

2023

6 Top Rated Capabilities

7 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

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

86 Plan to Renew

80 Satisfaction of Cost Relative to Value

{y}

{name}

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?

9% Negative

3% Neutral

88% Positive

Pros

Unique Features
Respectful
Acts with Integrity
Efficient Service

Feature Ratings

Average 85

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

Average 83

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

Role: Sales Marketing
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Oct 2021

Fantastic product

Likeliness to Recommend

9 /10

Pros

Continually Improving Product
Efficient Service
Altruistic
Transparent

Cons

Less Fair

Amilker C.

Role: Operations
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Likeliness to Recommend

10 /10

Pros

Continually Improving Product
Inspires Innovation
Client Friendly Policies
Altruistic

Elizabeth C.

Role: Information Technology
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2021

Great for sending out notifications

Likeliness to Recommend

9 /10

What differentiates Twilio Flex from other similar products?

The API is very convenient and easy to set up in the back end for operational use with different platforms

What is your favorite aspect of this product?

Fantastic error messaging and debugging

What do you dislike most about this product?

If you export the log, you only get 100 or so rows so you can't extract all of your log data

What recommendations would you give to someone considering this product?

Twilio has positioned itself as an all-in-one messaging service, and it honestly does almost everything really well. The API documentation is super clear, it generally works smoothly.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

Twilio Flex

What is Twilio Flex?

Company Details

Need Assistance?

Awards & Recognition

2023 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

Twilio Flex Ratings

88 Likeliness to Recommend

86 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+90 Net Emotional Footprint

How much do users love Twilio Flex?

Pros

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

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).

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).

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

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.).

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

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

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

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

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

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.

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

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

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

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.

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

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.

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.

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.

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.

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.

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.

Twilio Flex Reviews

Fantastic product

Likeliness to Recommend

Pros

Cons

Amilker C.

Likeliness to Recommend

Pros

Elizabeth C.

Great for sending out notifications

Likeliness to Recommend

Pros

Title

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