--- title: Twilio Flex Reviews meta_title: 'Twilio Flex Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 36 reviews by the users' company size, role or industry to find out how Twilio Flex works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 36 scale: '5' date_modified: '2026-06-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Twilio Flex Reviews **Vendor:** Twilio **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.1/5.0 **Total Reviews:** 36 ## About Twilio Flex Twilio Flex is a fully programmable cloud-based contact center platform designed to empower businesses with personalized, omnichannel customer engagement. It offers a unified interface that integrates various communication channels, including voice, SMS, chat, email, and video, enabling seamless interactions across multiple platforms. Flex's highly customizable nature allows organizations to tailor every aspect of the customer and agent experience to meet specific business needs. Key Features and Functionality: - Omnichannel Support: Manage customer interactions across voice, SMS, chat, email, and video from a single interface. - Programmability: Customize workflows, user interfaces, routing logic, and integrate with existing systems using Twilio's APIs and SDKs. - Real-Time Analytics: Monitor agent performance and customer interactions with detailed insights to optimize operations. - AI Integration: Leverage AI capabilities, such as Agent Copilot, to assist agents with suggested actions and responses, enhancing productivity and customer satisfaction. - Scalability: Easily scale operations to accommodate varying workloads without the need for on-site hardware. Primary Value and Solutions Provided: Twilio Flex addresses the need for a flexible, scalable, and customizable contact center solution that integrates seamlessly with existing systems. By offering a platform that supports multiple communication channels and provides real-time data and AI-driven insights, Flex enables businesses to deliver personalized customer experiences, improve agent efficiency, and adapt quickly to changing requirements. This adaptability ensures that organizations can meet customer expectations and drive business growth effectively. ## Twilio Flex Pros & Cons **What users like:** - Users value the **easy integration** of Twilio Flex, enhancing their contact center operations with seamless tool connectivity. (3 reviews) - Users appreciate the **seamless integrations** of Twilio Flex, allowing effective customization and synchronization with existing tools. (3 reviews) - Users highlight the **seamless chat integration** in Twilio Flex, enhancing efficiency and user experience in contact center operations. (2 reviews) - Users value the **seamless chat integration** of Twilio Flex, enhancing agent efficiency and overall contact center performance. (2 reviews) - Users appreciate the **high customizability** of Twilio Flex, enabling tailored solutions that align perfectly with their business needs. (2 reviews) - Users value the **highly customizable** features of Twilio Flex, allowing tailored solutions for diverse business needs. (2 reviews) - Ease of Use (2 reviews) - Users appreciate the **easy-to-use interface and high customization** in Twilio Flex, enhancing overall contact center efficiency. (2 reviews) - Users value the **highly customizable flexibility** of Twilio Flex, enhancing the contact center experience to meet specific needs. (2 reviews) - Intuitive (2 reviews) **What users dislike:** - Users find the **limited features** of Twilio Flex restrictive, needing significant customization and technical support for optimal use. (2 reviews) - Users find Twilio Flex lacking in **missing functionality** , particularly in its UI and reporting tools needing extensive customization. (2 reviews) - Users face a significant **technical lift** with Twilio Flex, making full utilization challenging without dedicated resources. (1 reviews) - Users find the **complexity** of Twilio Flex challenging, needing extensive technical support for effective customization and management. (1 reviews) - Users often find the **complex processes** involved in configuring Twilio Flex challenging, requiring significant technical expertise and support. (1 reviews) - Difficult Implementation (1 reviews) - Difficult Setup (1 reviews) - Email Issues (1 reviews) - Users find Twilio Flex's **inadequate reporting** tools limiting and challenging, necessitating extensive customization for effective use. (1 reviews) - Limited Customization (1 reviews) ## Twilio Flex Reviews ### 1. Twilio Flex: Easy, Cost-Effective Softphone with Helpful Support **Rating:** 4.0/5.0 stars **Reviewed by:** Ashton P. | Information Technology Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Twilio Flex?** Twilio Flex is one of the easiest softphone services to use, especially when you’re integrating it with your own platforms. It requires minimal resources for optimal performance, and it’s much more cost-effective. On top of that, the support you get is incredibly helpful, and it can be used with most AI systems. **What do you dislike about Twilio Flex?** There is very little to say about the issues that occur with Twilio, the main issues comes from your own network as if you are having trouble there then twilio can sometimes act up. **What problems is Twilio Flex solving and how is that benefiting you?** Twilio has made it easier to manage users time and ensure that you are able to track your own data. ### 2. Versatile and Customizable, but Requires Technical Investment **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2025 **What do you like best about Twilio Flex?** Twilio Flex offers an impressive level of flexibility and customization that allows us to build a contact center experience that aligns closely with our business needs. The platform integrates well with our existing tools, including CRM and workforce management systems, and the API-first approach empowers our developers to design custom workflows. The ability to tailor both the agent and supervisor experience, paired with robust real-time data through Flex Insights, has been a game changer for optimizing support operations. **What do you dislike about Twilio Flex?** The downside of Twilio Flex’s flexibility is that it requires a significant technical lift and ongoing development support to fully leverage its capabilities. Out of the box, the UI and reporting tools are limited and require customization to meet most enterprise-level needs. Additionally, because many features are “build-your-own,” it can be challenging to implement changes quickly without dedicated engineering resources. A more user-friendly admin experience or expanded pre-built components would make it easier to manage. **What problems is Twilio Flex solving and how is that benefiting you?** Twilio Flex has helped us modernize and streamline our global support operations by replacing legacy telephony systems with a unified, customizable platform. We’ve been able to build intelligent routing logic that aligns with regional support models and language requirements, ensuring members are matched with the right agents. Additionally, the integration with our internal systems enables real-time data visibility, allowing us to monitor performance, optimize staffing, and make more informed decisions. Overall, Flex has given us the ability to scale efficiently while maintaining a high-quality member experience. ### 3. Easy to Use, Customizable Contact Center Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Robert W. | Sales and Service Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2025 **What do you like best about Twilio Flex?** I find Twilio Flex incredibly easy to use with an interface that's not clunky, which enhances the user experience. It's also highly customizable, offering the flexibility to tailor the system to meet specific needs. The integration of phone and chat capabilities is seamless, allowing agents to handle both phone calls and chats simultaneously, improving their efficiency and the overall effectiveness of our contact center operations. **What do you dislike about Twilio Flex?** Some plugins caused issues with our systems. **What problems is Twilio Flex solving and how is that benefiting you?** I use Twilio Flex to streamline communication in our contact center, allowing agents to handle phone calls and chats simultaneously. Its user-friendly interface and customization enhance efficiency. ### 4. Smooth Integrations, Easy Templates, and Seamless Twilio Chat **Rating:** 4.0/5.0 stars **Reviewed by:** Praveen Y. | Business Travel Consultant, Consulting, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Twilio Flex?** The integration is good. We can also add templates, and they’re easy to import. Admin access works well, and chatting is easy with Twilio. **What do you dislike about Twilio Flex?** Sending email from twilio is not good at all. They need to work on that **What problems is Twilio Flex solving and how is that benefiting you?** It helps the customer service team handle chats more easily. ### 5. Twilio Flex User **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2024 **What do you like best about Twilio Flex?** It's simplicity when it comes to the agent interface. **What do you dislike about Twilio Flex?** Too complex when it comes to reporting. For live SMS interactions you can't go to a full screen if it's within an integration **What problems is Twilio Flex solving and how is that benefiting you?** It's helping us manage the volume for a live channel ### 6. Very user friendly! **Rating:** 5.0/5.0 stars **Reviewed by:** Leslie B. | Member support specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 04, 2024 **What do you like best about Twilio Flex?** Easily accept incoming communication for clients. **What do you dislike about Twilio Flex?** The application glitches often and will lose connection. **What problems is Twilio Flex solving and how is that benefiting you?** Communication with our members and providers. ### 7. Efficient tool for generating sales! **Rating:** 4.0/5.0 stars **Reviewed by:** Patricia S. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2023 **What do you like best about Twilio Flex?** What I like most about Twilio Flex is the simplicity of the design. It has easy and quick functions to operate generates sales to its fullest potential. **What do you dislike about Twilio Flex?** What I dislike about Twilio Flex is the bugs it has. When there's no response for 5 minutes with the customer, an auntomatee message will send to the system. Generally, this happens during the "recaps" portion, where it takes them a while to read it all. If you send another chat, the second system message will send after 3 additional minutes and close down on the chat, thus losing the sale. I've found to send another chat before the 5 minutes hits to avoid the issue. **What problems is Twilio Flex solving and how is that benefiting you?** Twilio Flex is gives the ability for live chat. These days, people don't enjoy speaking on the phone or are multitasking and on the go when trying to complete other tasks. Giving the option to chat generates a lot of sales that otherwise wouldn't be possible. ### 8. Twilio has a great agent experience but has some gaps on APIs and status changes **Rating:** 4.0/5.0 stars **Reviewed by:** Bruna R. | Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Twilio Flex?** Agent experience, it has a very easy interface and its integration with Zendesk is great. **What do you dislike about Twilio Flex?** The reports are a little confuse sometimes and its integration with WFM platforms is not the best. **What problems is Twilio Flex solving and how is that benefiting you?** Their support is trying to correct some API issues we are having. ### 9. Twilio Flex Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2022 **What do you like best about Twilio Flex?** I did like that I was able to see the wavelengths of the calls from both parties, so it was easy to decipher who said what on the recorded line. It was also easier to visually see the hold times and masked periods of a call. **What do you dislike about Twilio Flex?** Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools. **What problems is Twilio Flex solving and how is that benefiting you?** I am no longer using Twilio Flex so I am not getting help with any issues. when I was with Twilio they would work on trying to get integrations but ultimately Twilo doesn't integrate with a lot. ### 10. bugs and slowness **Rating:** 3.0/5.0 stars **Reviewed by:** Luis Fernando A. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Twilio Flex?** Multichannel service platform that allows integration with internal CRM systems or those of other vendors. **What do you dislike about Twilio Flex?** Very slow, even on more stable internet networks. Some bugs such as Call is stuck and user is not able to disconnect, chat does not load on the user's screen, and failures to transfer calls. **What problems is Twilio Flex solving and how is that benefiting you?** As it is a multichannel service platform, it allows integration with various CRM systems, assists the company in the management of calls (call, WhatsApp chat) ### 11. Works well but impossible to customize easily **Rating:** 2.5/5.0 stars **Reviewed by:** Kevin F. | Senior CX Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2022 **What do you like best about Twilio Flex?** Omni channel support and reporting is great. **What do you dislike about Twilio Flex?** Every little change needs engineering support, impossible to customize on the fly or adjust schedules for holidays. **What problems is Twilio Flex solving and how is that benefiting you?** Allows customers to reach out by chat or phone. ### 12. Twilio Flex is helping us re-invent how we engage with our customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Serena O. | Product Operations Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2022 **What do you like best about Twilio Flex?** I like how Twilio Flex affords us with the ability to automate engagement with our customers on non-traditional platforms like WhatsApp and Telegram. This has often meant faster response times from our customers, since the aforementioned platforms are where they are most available, during the course of the day. **What do you dislike about Twilio Flex?** Twilio Flex can obviously do with providing us with better analytical data, as it regards how our customers engage with our contents. I do not expect this to be near-perfect any moment from now though. **What problems is Twilio Flex solving and how is that benefiting you?** Twilio Flex is allowing us bypass traditional marketing mediums such as emails, and engage with our customers where they are most present - on platforms such as WhatsApp and Telegram. By engaging customers on platforms like WhatsApp and Telegram , we are successfully building a closer , personalized relationship with them and getting better responses to our marketing messages. ### 13. Experience glitches and problems making calls **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Twilio Flex?** Being able to text inbound/out bound lord than 1 customer **What do you dislike about Twilio Flex?** Sometimes unable to make calls or send texts **Recommendations to others considering Twilio Flex:** Consider flex when using with sales force great combination and easy to use for multi tasking, **What problems is Twilio Flex solving and how is that benefiting you?** The benefit of multi tasking ### 14. Twilio flex a premier solution! **Rating:** 5.0/5.0 stars **Reviewed by:** Yukti A. | contact center agent, Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2021 **What do you like best about Twilio Flex?** 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 about Twilio Flex?** Nothing to dislike! It is the best! I wish Twilio would be more popular so others can see the importance! **What problems is Twilio Flex solving and how is that benefiting you?** Contact center solution. Call routing, list of available agents, transfer calls to available agents ### 15. Flex is a great VOIP system **Rating:** 5.0/5.0 stars **Reviewed by:** matt j. | Senior Integrations Specialist , Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2020 **What do you like best about Twilio Flex?** You can use Twilio Flex on almost any system, almost anywhere in the US where there is adequate internet bandwidth. **What do you dislike about Twilio Flex?** Because of the nature of VOIP, this phone system is subject to dropped calls and jitter. **What problems is Twilio Flex solving and how is that benefiting you?** This allows you to give every employee in the call center a phone without giving out physical equipment. Flex also allows the employees to see who else is online and transfer calls between themselves. ### 16. I love the functionality of the service and how easy it can be. **Rating:** 4.0/5.0 stars **Reviewed by:** Mircheta M. | Software Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 15, 2020 **What do you like best about Twilio Flex?** Twilio is one of the best platforms that exist for the development of new technologies and for communication in general. twilio I like it because its service is useful and very easy to use after it adapts to the system. I also like the great variety of ways in which to write a code in Twilio, thanks to that I can make it much more personalized and thus manage the Calls in a better way I love the diversity of options available for connectivity and it is that Twilio has a stable connection, no matter if the Internet is slow or poor or if you connect from mobile devices, the connection is always stable. Another great thing is that I can program the voice function separately and, at the same time, I can keep a record of it. Another thing I love about this system is that it can directly involve the SIP trunking within the Twilio platform. It is one of the most avant-garde and innovative platforms that exist, in fact, it is one of the only ones that offers so many services grouped into one and the quality of the service cannot be questioned. The best thing about this service is that it provides me with the best tools to make my job the best. **What do you dislike about Twilio Flex?** twilio seems to me a great platform the only problem I have had with them is with their technical support since they take a long time to answer the questions last once they answered me for a week and it was a waste of time waiting for them to answer me. **Recommendations to others considering Twilio Flex:** Use Twilio every time you need to send automatic text messages or voice messages. I am sure there are other types of notifications that are also useful. **What problems is Twilio Flex solving and how is that benefiting you?** We specify Twilio in our company as part of our marketing and communication strategy to inform our audience of the key deadlines and extension dates in the application process. ### 17. great to monitor the work habits of my team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Safety | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2019 **What do you like best about Twilio Flex?** Easy to see my team in one place, when they log in and out and what call status they are in. Also easy to listen live. **What do you dislike about Twilio Flex?** Need the ability to listen live to an outbound call, other than that we have the functionality that we need from twilio **Recommendations to others considering Twilio Flex:** make sure you get the most out of all the features because there are plenty to utilize. there really isnt anything you cant monitor as far as phone calls, queue stats, etc **What problems is Twilio Flex solving and how is that benefiting you?** Monitoring team performance real time, seeing the call queues and measuring volume, reporting is also easy to pull and export to excel to share out with the team. ### 18. Looses connectivity and logs out **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2019 **What do you like best about Twilio Flex?** Twilio is a simple, user friendly way to log in and out of work activities **What do you dislike about Twilio Flex?** The app often logs out if left idle on one status too long. Sometimes it takes a bit for the app to log in and out **What problems is Twilio Flex solving and how is that benefiting you?** Workforce management ### 19. New cloud call call center **Rating:** 4.0/5.0 stars **Reviewed by:** Girish M. | Staff Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2018 **What do you like best about Twilio Flex?** How quick and easy it is to setup call center with Twilio Flex. It supports all the omni channels. **What do you dislike about Twilio Flex?** We end up writing lot of Twilio Functions when you setup call center using Flex, I wish Functions had support for other programming languages. It supports only NodeJS. **What problems is Twilio Flex solving and how is that benefiting you?** Call center ### 20. Incredible out of the box, extensible software **Rating:** 4.0/5.0 stars **Reviewed by:** Allen H. | Lead Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** January 28, 2019 **What do you like best about Twilio Flex?** 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 about Twilio Flex?** I would like to see more out of the box optional features instead of having to develop some on my own. **Recommendations to others considering Twilio Flex:** There are a lot of call center options out there, but not many that make it as easy to implement or extend as this one. An out of the box solution like this is truly revolutionary. **What problems is Twilio Flex solving and how is that benefiting you?** We are evaluating Flex for use for Support with a new product that will be hitting the market later this year. The benefits are great because you don't have to do much at all in the way of setting up a call center anymore. You just have to create a flex instance and Boom, done. ### 21. Great text notifications **Rating:** 4.5/5.0 stars **Reviewed by:** Triloky M. | Software Developer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Twilio Flex?** It can be setup very quickly with the help of documentations. It works under he rest API and the call as well as text interactions are better than the competitors. Paying for number of text notification which you sent or whichever service you used. We can always trust on the reliability of the messages. It is very adaptable to requirements. It also increases information collection. **What do you dislike about Twilio Flex?** When we implemented it , we found some logging issues. But the issues were not frequent and it was working as desired most of the time. There can be more option available for custom messages in error. **What problems is Twilio Flex solving and how is that benefiting you?** It has served as customer verification software for some of our clients. Also some of our clients like the way customers are contacted. It has served good for spam protection and information deliverance. ### 22. Twilio Flex - Cloud based calling **Rating:** 4.5/5.0 stars **Reviewed by:** Jaidev S. | Team Lead, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2018 **What do you like best about Twilio Flex?** This application is preety much easy to use and has several features, all that required for call center purposes. I like most its calling functionality and quality of voice. Routing and auto Interactive Voice Response feature is amazing. **What do you dislike about Twilio Flex?** Technically i did not find any issue in the application. Its user interface a bit odd. But still i like it. **Recommendations to others considering Twilio Flex:** Yes, if you are looking for cloud-based calling functionality then go for it. Its an amzing application. **What problems is Twilio Flex solving and how is that benefiting you?** We intrgrated a new application in the organization and used Twilio Flex for the cloud based contact feature. As well as used Interactive Voice Response and this cut staffing cost as well. ### 23. Cloud communications platform programing **Rating:** 4.5/5.0 stars **Reviewed by:** Matias S. | Information Technology Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2019 **What do you like best about Twilio Flex?** i like because they build what you wont SMS, Voice & Messaging applications on an API built for global scale. it give solution for all problem . **What do you dislike about Twilio Flex?** i must be more simple to use and have low prince **Recommendations to others considering Twilio Flex:** i recomend to use beacuse offer good support and usefull thing for lot of company **What problems is Twilio Flex solving and how is that benefiting you?** i work an a call center and use before voip is with hight quality and can buy number for outgoing call ### 24. 24/7 Real Time communication with security **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2019 **What do you like best about Twilio Flex?** I like most Twilio API inbuilt features like real time communication, auto call, ivr, call routing, delivery report etc. Its easy to integrate API in new and existing application. Its much secure as it does require Account Sid and Auth Token to utilize the service. Communication by Twilio is really awesome. It does not require much knoweldge to begin with this API. **What do you dislike about Twilio Flex?** Only one minor issue noticed there is limit on message text string(160). Except that everything is awesome. **Recommendations to others considering Twilio Flex:** Great tool for real time communication. If user is looking for this kind of service then you can opt Twilio. **What problems is Twilio Flex solving and how is that benefiting you?** Implemented multi factor autentication for security purposes. As well as improved communication service with clients. Integrated IVR feature for communction. Delivered the messages in real time. ### 25. Best thing since Adobe Flex **Rating:** 5.0/5.0 stars **Reviewed by:** Scott B. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2018 **What do you like best about Twilio Flex?** I like that the TaskRouter allows routing both in buckets AND to agents based on specific criteria in a time based waterfall timeout mechanic. I like how we can dynamically add components and tabs to the agent UI to beta test and experiment with features without screwing up the core flow **What do you dislike about Twilio Flex?** I dislike that I couldn't get my hands on it sooner. There are some good tutorials in the docs but not enough. **Recommendations to others considering Twilio Flex:** Do it. The possibilities are endless. The only limitation is your imagination. and budget. **What problems is Twilio Flex solving and how is that benefiting you?** We're solving the problem of routing based on queues and routing customers to their previous agent. We're using channels to get SMS and Facebook and WhatsApp to agents so they can communicate wherever our customers are. ### 26. I could build Contact Center on cloud. Thanks Twillio **Rating:** 4.5/5.0 stars **Reviewed by:** Sandeep P. | Quality Engineering Lead - Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Twilio Flex?** Programmable SMS API took my total focus. It's the best customizable API service ive ever come across. And this works so smoothly with Flex. Ability to select the channel im interested on, is another enamours feature **What do you dislike about Twilio Flex?** Integrating with plugins seems bit confusing. Integrating the real-time reporting feature with third party applications is somewhat confusing than other competitors. **What problems is Twilio Flex solving and how is that benefiting you?** Software development ### 27. Customized communiction channel **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Twilio Flex?** Very good documentations to learn how to customize and really love the customizable features it has. And the pricing is also fair because have to pay only for what we use **What do you dislike about Twilio Flex?** When there is an issue sometimes it takes few days to get an response for the resolution. It would be nice if the issue response mails come within few hours. **Recommendations to others considering Twilio Flex:** This is really great if you want to have a customized communication channel with you for a affordable price **What problems is Twilio Flex solving and how is that benefiting you?** This was used as a communication channel and to customize the channel according to the requirements ### 28. Efficient and User Friendly , two thumbs up!!! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Twilio Flex?** Excellent services and support. After failing by using SMSGlobal we turned our messages to Twilio and everything is great so far **What do you dislike about Twilio Flex?** none so far , everything works like charm **Recommendations to others considering Twilio Flex:** The customer service staff can always timely respond to our questions and the service has been very reliable. **What problems is Twilio Flex solving and how is that benefiting you?** create built-in messaging voice and video call, and authentication tools in custom applications. ### 29. Twilio Flex review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about Twilio Flex?** The omnichannel feature which allows agents to get request from all channels **What do you dislike about Twilio Flex?** Don't have a fully integrated crm system,. **Recommendations to others considering Twilio Flex:** Good progress **What problems is Twilio Flex solving and how is that benefiting you?** Service ### 30. fully programmable cloud-based contact center platform **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2019 **What do you like best about Twilio Flex?** it can deploy an omnichannel contact center platform and customize every element of the experience including the agent interface, communication channels **What do you dislike about Twilio Flex?** 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. **What problems is Twilio Flex solving and how is that benefiting you?** preventing spam registrations on our platform ### 31. Twilio Flex **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** January 29, 2019 **What do you like best about Twilio Flex?** This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams. **What do you dislike about Twilio Flex?** Some development/coding background is needed to complete all the desired changes. **What problems is Twilio Flex solving and how is that benefiting you?** This helps to increase our general level of service and to make an overall better support experience for clients ### 32. Unprecedented flexibility **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2018 **What do you like best about Twilio Flex?** Twilio's approach with Flex is enabling customers and partners to create contact center solutions that previously had never been thought of. **What do you dislike about Twilio Flex?** The current administration of Flex is not at the level of maturity that many customers will require, but we are confident that Twilio will get there or customers & partners will leverage APIs to build their own. **Recommendations to others considering Twilio Flex:** Be willing to think outside the box. Don't allow previous thoughts and beliefs of contact center to prevent you from unleashing the power of Flex. **What problems is Twilio Flex solving and how is that benefiting you?** Leveraging Flex to help our clients migrate from legacy on-prem Avaya systems to a modern cloud-based omni-channel contact center ### 33. Customized IVR solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Civic & Social Organization | Small-Business (50 or fewer emp.) **Reviewed Date:** January 28, 2019 **What do you like best about Twilio Flex?** The product can be customized as per the scalability and the requirements of the client **What do you dislike about Twilio Flex?** The pricing can be improved and the complexity can be minimized **Recommendations to others considering Twilio Flex:** It's a unique solution available as per my knowledge **What problems is Twilio Flex solving and how is that benefiting you?** Implementation of a customized IVR solution for a client ### 34. Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2018 **What do you like best about Twilio Flex?** Flex is the complete product that can be modified to meet specific business needs. This is the first product that is flexible enough that can be molded around business processes in the contact center **What do you dislike about Twilio Flex?** At this point it looks like that out of box user interface is not user friendly for non developer staff. I believe that company can build a wrapper around specific admin/supervisor functions, but it would be great if we can have something out of box **What problems is Twilio Flex solving and how is that benefiting you?** We are system integrator. We are positoning flex to different customer base ### 35. Powerful Call center **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2018 **What do you like best about Twilio Flex?** APIs to change features on the UI and realtime monitoring features. **What do you dislike about Twilio Flex?** Reporting and WFO and Conversation recording and playback. **Recommendations to others considering Twilio Flex:** Good SI work from Twilio **What problems is Twilio Flex solving and how is that benefiting you?** Twilio for vertical markets ### 36. Twilio **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2018 **What do you like best about Twilio Flex?** Twilio flex. Best product to solve call center problems **What do you dislike about Twilio Flex?** Some ui part of it. But the rest is all good. Everything is awesome! **What problems is Twilio Flex solving and how is that benefiting you?** Connecting ## Twilio Flex Discussions - [How good is twilio?](https://www.g2.com/discussions/how-good-is-twilio) - [How much is twilio Flex?](https://www.g2.com/discussions/how-much-is-twilio-flex) - [What is twilio Flex?](https://www.g2.com/discussions/what-is-twilio-flex) - [What is twilio flex used for?](https://www.g2.com/discussions/what-is-twilio-flex-used-for) - [twilio flex help!!](https://www.g2.com/discussions/30003-twilio-flex-help) - 1 upvote - [View Twilio Flex pricing details and edition comparison](https://www.g2.com/products/twilio-twilio-flex/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-18+12%3A49%3A07+-0500&secure%5Bsession_id%5D=caaa714c-755e-4459-994e-f4dc216b7bb8&secure%5Btoken%5D=9997ea66528568e653f08c11a3e9f3044022d016dbc70b5a8f632fb10b73b50e&format=llm_user) ## Twilio Flex Integrations - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Twilio Flex Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Platform Basics - VoIP Providers** - PBX systems, VoIP Softphone - Call Management - Network monitoring - Integrations - Virtual PBX - SIP trunking services **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Basic Communication** - Phone Calls - Video Calls - Instant Messaging - Screen Sharing - Conference Calls - Desk-to-Desk Calls **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - VoIP Providers** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Access** - Software Pairing - Browser Extension - Individual Download **Advanced Features** - Hold Music - Automated Attendants - VOiP Number **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing - Conference Transcripts ## Top Twilio Flex Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,460 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (592 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews)