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.



110 Reviews of Twilio Flex

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 110 reviews

December 2018

Joel Isaac from Facware

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Functionality

5 of 5

December 2018

The platform for SMS and Calls

In general terms, Twilio is a great tool to integrate SMS with your application, I feel like the big ones such are Twitter, Instagram or any other platform that send SMS with confirmation codes and Twilio make it possible.

Pros

Is very useful to interact with your clients or users

Cons

I had some errors/warnings on my debug console but I don't have idea where they come from, would be great if they could give me more information about it

December 2018

Loknan from Paystack

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

December 2018

Heidi from E-Learning

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

Easy to use, but quality was poor

Pros

It was easy to implement. They have a lot of solutions that fit a variety of needs.

Cons

I will preface this by saying I used this about 2 years ago, so their quality may have improved since then. But we dropped it because of the voice quality. The voice quality was challenging. There was frequently a delay in conversations, making it really frustrating for customers.

December 2018

Khadijah from Paystack.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Works smoothly with my programming language of choice - Python

I use Twilio primarily for mobile number verification. This has greatly reduced the number of spam signups on apps. That I build.

Pros

Twilio is the best option for me to enable global sms verifications for all of my apps. Both mobile and web based apps.It integrates well with my primary programming language -Python and I find it very convenient that I can manage phone calls over my web browser,without the need to have access to a physical phone.

Cons

I have come across multiple tutorials on the Twilio website which failed to compile because of Syntax errors. Will be a great initiative if the Twitter team can better validate its tutorials before releasing it to the public.

December 2018

Oluwasanmi from Jumia Africa.

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Flexible, Powerful SMS, With a Steep, Intimidating Learning Curve

Twilio has been a tremendous asset for us. After initially finding it difficult to navigate the dashboard and being confused by the documentation, we found the Twilio for Salesforce integration tremendously helpful. While the dashboard, studio and documentation can be complicated to navigate, Twilio support has been helpful at all times, and the documentation is very helpful. It can be easy to be intimidated by Twilio, but don't be: with a little bit of care, and attention to details, and some time with the documentation, Twilio becomes an indispensible asset.

Pros

The price is good
The platform is powerful
Customizable
Easy to get under the hood
Salesforce integration is fantastic
Support is great
Documentation is deep

Cons

The website is difficult to navigate
Simple tasks can be complicated to set up
Documentation can become a rabbit hole

November 2018

Sunita from Infosys

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Twilio Communications Cloud - Real time communication API

For multi factor login security we used Twilio API. Its very easy to implement in project. Preety much secure as this authenticates the service by accountSid, auothToken and from cell number. Great API for real time message functionality.

Pros

I like most its real time SMS delivery. Twilio API provides the current status of sent messages.
By delivery status we monitored the critical message status to ensure that the responsible party received the SMS or yet not.

Cons

This supports 160 characters for a single SMS. Except that i did not find any issue in this API.

November 2018

Christian from CBR Media

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

Only the best.

Pros

Twilio is by far the favorite SIP, programmable voice and text company I’ve used. And I have used quite a few. Their API is amazing and documentation is so user friendly. I use them for VOIP, automated SMS systems, automated ROBO calls and much much more. Will never move away from them!

Cons

Pricing, it could come down a hair, but still worth the price you pay

November 2018

Steven from Chalam Ministries

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

1 of 5

Value for money

3 of 5

Customer support

1 of 5

Functionality

3 of 5

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Nice Product

Pros

We use Twilio to send phone authentication code by SMS or phone calls.

It's very easy to use while being powerful. TwiML can automate phone calls in an interactive way.

Cons

The pricing is not low enough regarding the simple SMS sending service.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Cannot say enough good

Pros

I'm a junior developer, and they give a lot of support to easily integrate

Cons

It would be nice if they had a sandbox to try things in

November 2018

Andrew from BambooHR

Company Size: 201-500 employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Outbound calls

Pros

We use Twilio for outbound calls and it has been amazing. We are able to set a price limit on outbound calls so our sales guys aren't racking up a huge bill by calling high priced per minute countries. They are also great at flagging/blocking suspecious calls.

Cons

I really can't think of anything. Everything I have experieced with Twilio has been positive and I like it.

November 2018

Wenjiao from Marketing Software Deals

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Great price

Pros

What I like most about this software is that it is very cheap and has a lot of features.

Cons

What I like least about this software is that it requires some special coding for it to work.

November 2018

Chris from Sage

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Easy to integrate with Mobile Tech provider

Pros

Great 2FA solution which we have plugged into our software applications. Very easy to integrate with.

Cons

Like all 2FA solutions, it is difficult to upgrade your mobile phone - needs a good solution to this problem

November 2018

Melissa from The Bark Academy

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Twilio: Not easy to use, but I'm not a programmer!

Overall, I'm glad I use Twilio for text reminders. "No shows" caused empty slots on my calendar that could have been used by paying customers. I was losing money. With the text reminders, the "no shows" are almost nonexistent and I can now focus on other aspects of my business.

Pros

Before I started using Twilio, my customers were receiving email reminders about their upcoming appointments. More often than not, they didn't show up. Twilio syncs with my appointment calendar and sends reminders via text. Now the "no shows" are a very rare occurrence!

Cons

It was very hard to set up. I did figure it out, but it took me a little while. Admittedly, I'm not a programmer and have never tried to do anything like this on my own before. For others, this could be incredibly easy. I have a phone number that my reminder texts are sent from. This number has programmable voice capability, but the difficulty level (for me) has prevented me from trying to set it up.

October 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

October 2018

Twilio is AWESOME!

Pros

Super low cost calling, easy to integrate into software and it's also great if you're just building a standalone application. Very easy to work with API.

Cons

No complaints overall, the guides are clear. Only thing extra that could be added is some pre made functionality for non tech users.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

Use to send texts to on-site guests

Pros

Twilio is easy to implement and is used to send website login info to guests who are onsite.

Cons

The prices can at times be a con. Using long-codes and toll-free numbers are affordable. Unfortunately short codes are very pricy.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: GetApp


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

4 of 5

October 2018

Powered by twillio

Pros

I use a tool powered by twilio and i havent had any random issues pop up. Ive used aircall and there have been more issues there.

Cons

The only cons are slight delays when i hear the other persons voice or a slight playback. but it could be my internet.

October 2018

Anonymous

Verified Reviewer

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Twilio Review

Pros

Twilio is a really great way to quickly programmatically send messages, and is the only platform I'm familiar with that offers this functionality.

Cons

There aren't many obvious downsides to me -- it seems to do one thing fairly well.

October 2018

Samwel from Billbored

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

October 2018

Twilio Review

For a global application that require sms, call, verification features etc that values speed and assurance of delivery and has active income or is funded, I would definitely recommend Twilio.

Pros

● Efficient in terms of SMS, Call verification, 2FA etc.
● Twilio is Integrated to mobile subscribers all over the world.
● Integration is very easy from different platforms and using different programming languages.
● Proper and Efficient documentations including tutorials.
● Easy to use interface for web application.
● Provides analytics of usage both through web application and pricing through API.

Cons

● Twilio is quite expensive.
● Different account types create confusion at times ie trial etc. This leads to quite a number of API keys at times that have different permissions.