About Twilio Flex


Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can deploy an omnichannel contact center platform and customize every element of the experience including the agent interface, communication channels, interaction routing and reporting to meet the unique needs of the business.

Key features include voicemail, call waiting, callbacks, outbound dialing, cold transfer, warm transfer, answering machine detection, data callbacks, internal chat, flag for assistance, routing configuration and alerts, call recording, marketplace analytics, desktop analytics, reporting, conversation player, workforce optimization (WFO), customizable historical reporting, keyword spotting and real-time recording transcription.

The Twilio Flex platform integrates data with any channel, customer relationship management (CRM) system, data source or component – including custom-built widgets.



Read More

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

154 Reviews of Twilio Flex

Average User Ratings

Overall

4.60 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(111)

4 stars

(33)

3 stars

(4)

2 stars

(4)

1 stars

(2)

Likelihood to Recommend

Not likely

Very likely

Filter reviews by:

Sort by: Most Helpful | Most Recent

Showing 1-20 of 154 reviews

Do you use this product?Write a review

December 2018

Oluwasanmi from Jumia Africa.

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

December 2018

Twilio supports me all the way.

I use Twilio for mobile phone verification of users registering on our platform.Using Twilio for mobile phone verification ,has led to a reduction in the number of spam registrations we get on our website.

Pros

I like the sheer amount of technical documentation which Twilio provides me with.Twilio is easy to use and as a user,I am provided with quality support everytime I have had to reach out to the Twilio support team ; there were even occasions they helped go through my codebase,all in a bid to guide me right and point me towards the right direction.
I feel Twilio is fairly priced and the ability to buy mobile numbers of 200+ countries for my software applications is an helping hand for all software engineers.

Cons

While Twilio has a fantastic support structure for its users.I will like to get response to tickets I open with the support team faster than it is at the moment.As against response after a day or two,will be great if I am getting a response after a few hours.

December 2018

Jeff from Marcomm Strategists, Inc. - A Marketing Communications Agency

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

Great for Triggered Text Message Notifications

Overall, very happy. Great value for the money. Would highly recommend.

Pros

We've been using this system to send text notifications to a distribution list when someone visits our website and completes a form to request information. We typically receive emails from clients who send 3-5 similar, if not identical emails to multiple tour operators. By dramatically decreasing our time to contact the potential client and answer questions via email or over the phone, we saw a marked increase in booking conversions. Using the Zapier integration between our Website form tool "Gravity Forms" and Twilio, we now can respond to online inquiries a matter of minutes, and secure a booking before our competitors can even open their email.

Cons

In the Zapier setup, it is a bit of hit and miss to get all the custom text to layout like you want in a single text message.

December 2018

Loknan from Paystack

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

December 2018

Twilio has a positive role of preventing spam registrations on our platform.

I use Twilio primarily for mobile and landline verification of website visitors and customers ,through voice calls and text messages.

Pros

Twilio has always been easy to use for me because of its rich API library and documentations which makes it easy to know what to expect from an API without the need to learn via trial and error.
Twilio support practically all programming languages and so it does not matter if you are coding in python,Java,php etc Twilio has got you covered.
Pricing is fair to users ,thus it does not matter if I am a lone software engineer or working for a large form ; Twilio's payment plan ensures I pay for just what I am using.

Cons

Twilio averagely takes two days to respond to any technical issue we raise with them via email.In a software environment,two days is too long a period and a lot of loss can take place between that period of time.

August 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Functionality

4.0

August 2018

Always on the Go with Twilio!

Pros

Competitive rates in the market is being offered. We use this in the company as the main tool for SMS messaging platform tool for our devices so it's cheaper compared to the rates we would be paying if we are to use the services offered by regular major carriers. It also allows use via API so very convenient and easy to set up in the backend for operational use with different platforms.

Cons

Lately, there's an issue when viewing/searching for SMS transaction logs. When you search for the logs using phone number as a search tool, sometimes the results will not show up. I think it's a bug. Also when the sub menus were changed from the previous version, it got confusing. Navigating the menus on the site got more complicated compared to before.

July 2018

Ariel from Andreani Grupo Logístico

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

July 2018

Easy to integrate with any platform

I was able to create a driver with LUA, and integrate SMS feature to Control4 Home Smart System. I wanted to receive messages every time certain events occurred, and Twilio is really accurate and helpful. I had to minimize the amount of messages so I could spend less money per month.

Pros

- It has an API Rest and a 5 minutes to implement rule, which is quite true.
- They have a quick start for many platforms / languages.
- SMS Feature was exactly what I needed, fast send/receive messages.
- Besides having excellent docs, they have something called TwilioQuest, which I found really funny and entertaining.

Cons

- Price per SMS seems to be high, at least in my country. I guess it depends on what are you building, and the value you give to this feature.

November 2018

Steven from Chalam Ministries

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

1.0

Value for money

3.0

Customer support

1.0

Functionality

3.0

November 2018

Powerful yet complex

I was able to create a call center script using this service and it worked great. Customer support sucks. If I were to rate Customer Support: 2 stars. Documentation: 5

Pros

You can create almost anything with their voice prompts. Both inbound and outbound calls. From IVR to automated calls. You can host your scripts on their platform or your own server using the REST API.

Cons

Documentation is all over the place. There are two main ways to send commands. Twiml or API (your language like PHP or C#) but the documentation jumps back and forth. One step of a tutorial is in Twiml. Then the next thing you want to do is not. It uses the API. And trying to find the same documentation in the other language is hit or miss.

December 2017

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2017

Extremely easy to set up and get going!

The software was able to solve for a business requirement. Price point was reasonable. Performance is very good.

Pros

As a lead architect, I am always on the look out for stable, easy to integrate tools and services for our various Enterprise solutions.

With Twilio, I was able to get a fully functioning Enterprise level SMS Notification Microservice up and running in under an hour.
The ease of integration, it's simple API and documentation is what any developer would be happy with.
The price point is also very reasonable and I would highly recommend this solution to anyone who is looking to evaluate or use this service.

May 2018

Ryan from Sunrise Communications

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2018

Twilio Platform = Solid

Pros

Even though I am not a developer, even I can get Twilio services working. I have helped a few local businesses in my area drop the traditional POTS lines and migrate over to Twilio and have heard nothing but great reviews. That platform has even given me the push to sign up for a couple dev classes to get even more out of it.

Cons

Some of the documentation can be extremely vague. I understand that it is made for developers/programmers but there is a big portion of potential users that would love to use some of the features, but just don't have the coding background/knowledge to make it come alive.

December 2018

Angela from Andela Kenya.

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

Twilio is simple efficient.

I use Twilio to power text message notifications on every software I build.While it is an expensive option in contrast to email notifications,it has a greater chance of being read by the recipient than email.

Pros

I like Twilios number pool functionality,which let me use a pool of regular phone numbers to send text messages to as many users of my software app. As possible and not get blocked by local network carriers.

Cons

Twilio is obviously the market leader and thus their pricing is expensive in contrast to its competitors,albeit it provides a reliable sms gateway for users like myself.

August 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5.0

Value for money

2.0

Customer support

5.0

Functionality

5.0

August 2018

Plivo is GREAT BUT

It was awesome. If you can live with the price and knowing that competitors are almost half it really could be worth it to pay extra since they have a proven and battle-tested platform. Denied SMS sends are a pretty big deal and it's really easy to get caught in spam filtering etc on other providers. However I think I would recommend checking there first to see if your group of users can use the less expensive option without getting any dropped/missed/filtered SMS sends.

Pros

I liked that it worked great for my needs (Api driven SMS) and that I hardly had to manage anything to get it working and it worked for nearly any phone number I or my customers wanted to text.

Cons

The price. Some competitors are half the price, however it's a tradeoff in that you will get more failed SMS sends.

June 2018

Andrew from Bickford Senior Living

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2018

Great telephone / text software that can integrate into multiple sites easily.

Pros

Ability to acquire phone numbers quickly, set up with API access, and get up and running within a very short time frame. Pricing is very competitive in the market, and tracking is made easy within their platform.

Cons

Sending only one text per second on their base package is a bit limiting, but cost effective enough to make it worthwhile. They do allow businesses to be a "reseller" of their product, which allows companies to charge a client 4x what a twilio customer would pay.

September 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support