Twilio Flex offers you absolute control over call center management to encourage your agents with the best functionalities. More than half a million agents have trusted this solution to provide great customer service to their regular and prospect customers. It’s a cloud-based solution that assists your businesses to deliver customized contact centers without any SaaS applications conditioning. Expand your call center business with automated workflow, new channels, IVR facility, chatbot or operate your entire call center from the cloud.
- 2-Way Messaging
- Access Controls/Permissions
- Alerts / Escalation
- Application Development
- Archiving & Retention
- Audio / Video Conferencing
- Big Data Analytics
- Blended Call Center
- Call Center Management
- Call Logging
- Call Recording
- Call Routing
- Call Scripting
- Call Tagging
- Deployment: Cloud Based, Web Based, SaaS Based
- In Person
- Live Online
Twilio Flex Users
- Live Support
Company Name: Twilio
Headquarter: United States
Overall: After 2 years using Twilio services, mainly phone and messages, I can say I am so happy I found this solution to handle my communications. It is so flexible, Although it has been a little bit complicated sometimes to self-learn about online phoning systems it saved me from a lot of hassles I wanted to avoid. The best benefit you get is the ultra efficient support service
Pros: With Twilio you can start from scratch to build your own online communication system. I didn’t know so much about VOIP before and it is true I had to learn a few things. So far I have been able to use my Twilio french mobile number fully online even whenI need to travel abroad – with all mobile services you can expect (voice, SMS, MMS). The pricing is light and the global user interface makes the whole systme pretty easy to manage. I only use a few features from the platform but the possibilities are huge ! And they are always working on new services. And as Twilio is now really recognized as a communication company you can find additional software apps very easily and even documentation, I am thinking of the softphone app I am using on my mobile or desktop for instance.
Cons: I could customize a personal solution because I had time to test different options and as a developer I could code stuffs if needed. I am not sure everybody can do the same without technical skills.
Overall: We’ve had great experience with Twilio. Our users sign up for text notification and we use Twilio to deliver them information. That experience has been well-received by customers. There’s more to Twilio than that but texting is what we use it for. The system barely ever goes down and always shows us accurate information of our usage.
Pros: Barrier to entry is so low; it’s so easy to get started with Twilio. It took us one afternoon to test it and we were running production-grade systems the same week using Twilio. It’s documentation is so good that we don’t need to call into support for anything. Billing is clear and analytics is clear as well. We have enjoyed Twilio.
Cons: There isn’t anything I don’t like about Twilio. I do feel that Twilio can create widgets for non-technical customers to sign up customers for text notification. We have development staff that understands Twilio well enough. I do see small mom-and-pop shop owners who’d love to keep customers informed of sales through text messaging. If Twilio advertised more or somehow helped such audience, that’ll be really neat.
Overall: They are the best Teleco API service providers I have used so far
Pros: Using Twilio’s APIs is really easy and the cost structures surrounding their APIs are user-friendly considering the fact that it’s on a pay as you go, model.
Cons: While doing registrations is an easy process. Getting verified to use the services can take quite some time.
What do you like best?
i like the ease of CRM integration, available agents, transfer, and route to calls to any other available agents. As an admin I can also see how my agents are doing and create dashboards based on the performance
What do you dislike?
Nothing to dislike! It is the best! I wish Twilio would be more popular so others can see the importance!
What do you like best?
I like that I can create a flex instance and just start using it! It was incredibly simple to set up, and has a very small learning curve to really get the hang of. If you need something changed or extended, then no problem – if you’re a developer or have access to one, it just takes a little bit of code to change something or add a useful piece of functionality
What do you dislike?
I would like to see more out of the box optional features instead of having to develop some on my own.