Twilio

Twilio Flex

Composite Score

7.3 /10

CX Score

7.2 /10

26 Reviews Write a Review

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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 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.

89 Likeliness to Recommend

1
Since last award

90 Plan to Renew

4
Since last award

79 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 90%
Negotiation and Contract:: 85%
Conflict Resolution:: 80%
Strategy & Innovation:: 81%
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.

+83 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?

7% Negative

2% Neutral

91% Positive

Pros

Respectful
Altruistic
Security Protects
Helps Innovate

Feature Ratings

Average 83

Multi Channel Intake Integration

Knowledge Management

Call Recording

Screen Prompts

Workforce Management

Skills Based Routing

Contact Center Analytics

Contact Center Compliance Management

Multi Channel Queue Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Average 81

Ease of IT Administration

Ease of Customization

Ease of Implementation

Quality of Features

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created

Availability and Quality of Training

Twilio Flex Reviews

stuart p.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Fantastic product with many uses

Likeliness to Recommend

10 /10

What differentiates Twilio Flex from other similar products?

It's very agile and can be built for your needs

What is your favorite aspect of this product?

Excellent call quality

What do you dislike most about this product?

Initial set up isn't out of the box

What recommendations would you give to someone considering this product?

Go for it.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Philis I.

Role: Operations
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Twilio Flex for Consolidated Communications

Likeliness to Recommend

10 /10

What differentiates Twilio Flex from other similar products?

Twilio Flex has the information that entails clients for future calls.

What is your favorite aspect of this product?

Twilio Flex navigates the communications requests in a company.

What do you dislike most about this product?

Twilio Flex promotes rational engagement for solid business enrichment.

What recommendations would you give to someone considering this product?

Twilio Flex has progressive ways if establishing credible Business calls.

Pros

Helps Innovate
Performance Enhancing
Efficient Service
Effective Service

Johan M.

Role: Sales Marketing
Industry: Banking
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2022

Integration easy but unstable

Likeliness to Recommend

8 /10

What differentiates Twilio Flex from other similar products?

It differs essentially in that it has functionalities which make it easy to handle, very fast to configure, as well as to integrate with other QA applications. It is a transparent tool that does not need any guidance, being very collaborative and easy to use.

What is your favorite aspect of this product?

The ease of implementation and scalability it has within the customer support and experience areas, makes it a lightweight tool and the least archaic, unlike others that require tedious set-up.

What do you dislike most about this product?

Twilio has many problems when connected to a VPN its connection weakens and does not even start the app or keep the course of the call, has a small delay which reflects complications and a not so pleasant experience for customers, although it is minimal it is noticeable. Also, the tool presents bugs very frequently, for example, it is very common that it does not allow to answer calls and the CTAs fail, making it a bit complicated for the operation in general and affecting metrics.

What recommendations would you give to someone considering this product?

It is important that testing is done along with the VPN and many tests related to call quality and integration with other applications, users so an unbiased decision can be made, and it is the right fit for each company, enterprise or process.

Pros

Helps Innovate
Efficient Service
Respectful
Generous Negotitation

Cons

Less Reliable
Less Performance Enhancing
Less Effective Service

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

89 Likeliness to Recommend

1 Since last award

90 Plan to Renew

4 Since last award

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+83 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).

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

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

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

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.).

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

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

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.

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

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.

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.

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.

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.

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.

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.

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

stuart p.

Fantastic product with many uses

Likeliness to Recommend

Pros

Philis I.

Twilio Flex for Consolidated Communications

Likeliness to Recommend

Pros

Johan M.

Integration easy but unstable

Likeliness to Recommend

Pros

Cons

1
Since last award

4
Since last award

1
Since last award

Feature Ratings

Multi Channel Intake Integration

Knowledge Management

Call Recording

Screen Prompts

Workforce Management

Skills Based Routing

Contact Center Analytics

Contact Center Compliance Management

Multi Channel Queue Management

Ticket Management

Call Scripting and Call Flow Management

Vendor Capability Ratings

Ease of IT Administration

Ease of Customization

Ease of Implementation

Quality of Features

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created

Availability and Quality of Training