Twilio Flex Reviews & Product Details

Twilio Flex Overview

What is Twilio Flex?

A cloud-based contact center platform that’s infinitely flexible & instantly deployable

Twilio Flex Details
Product Description

A cloud-based contact center platform that’s infinitely flexible & instantly deployable


Seller Details
Seller
Twilio
Ownership
NYSE: TWLO
Company Website
Year Founded
2008
HQ Location
San Francisco, CA
Total Revenue (USD mm)
$277
Twitter
@twilio
77,574 Twitter followers
LinkedIn® Page
www.linkedin.com
4,179 employees on LinkedIn®

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Twilio Flex Reviews

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Integration Support Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

You can use Twilio Flex on almost any system, almost anywhere in the US where there is adequate internet bandwidth. Review collected by and hosted on G2.com.

What do you dislike?

Because of the nature of VOIP, this phone system is subject to dropped calls and jitter. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Software Developer
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Open Discussions in Twilio Flex
UI
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Being able to text inbound/out bound lord than 1 customer Review collected by and hosted on G2.com.

What do you dislike?

Sometimes unable to make calls or send texts Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The benefit of multi tasking Review collected by and hosted on G2.com.

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Open Discussions in Twilio Flex
Staff Software Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
UP
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

Need the ability to listen live to an outbound call, other than that we have the functionality that we need from twilio Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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CT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Twilio is a simple, user friendly way to log in and out of work activities Review collected by and hosted on G2.com.

What do you dislike?

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 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Workforce management Review collected by and hosted on G2.com.

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Lead Software Engineer
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Software Developer
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Team Lead
Computer Software
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

Technically i did not find any issue in the application. Its user interface a bit odd. But still i like it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Yes, if you are looking for cloud-based calling functionality then go for it. Its an amzing application. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Information Technology Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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 . Review collected by and hosted on G2.com.

What do you dislike?

i must be more simple to use and have low prince Review collected by and hosted on G2.com.

Recommendations to others considering the product:

i recomend to use beacuse offer good support and usefull thing for lot of company Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

i work an a call center and use before voip is with hight quality and can buy number for outgoing call Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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. Review collected by and hosted on G2.com.

What do you dislike?

Only one minor issue noticed there is limit on message text string(160). Except that everything is awesome. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great tool for real time communication. If user is looking for this kind of service then you can opt Twilio. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

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 Review collected by and hosted on G2.com.

What do you dislike?

I dislike that I couldn't get my hands on it sooner. There are some good tutorials in the docs but not enough. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it. The possibilities are endless. The only limitation is your imagination. and budget. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Quality Engineer - Specialist
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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 Review collected by and hosted on G2.com.

What do you dislike?

Integrating with plugins seems bit confusing. Integrating the real-time reporting feature with third party applications is somewhat confusing than other competitors. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Software development Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

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 Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is really great if you want to have a customized communication channel with you for a affordable price Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

This was used as a communication channel and to customize the channel according to the requirements Review collected by and hosted on G2.com.

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UC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Excellent services and support. After failing by using SMSGlobal we turned our messages to Twilio and everything is great so far Review collected by and hosted on G2.com.

What do you dislike?

none so far , everything works like charm Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The customer service staff can always timely respond to our questions and the service has been very reliable. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

create built-in messaging voice and video call, and authentication tools in custom applications. Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The omnichannel feature which allows agents to get request from all channels Review collected by and hosted on G2.com.

What do you dislike?

Don't have a fully integrated crm system,. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good progress Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Service Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

it can deploy an omnichannel contact center platform and customize every element of the experience including the agent interface, communication channels Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

preventing spam registrations on our platform Review collected by and hosted on G2.com.

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UM
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams. Review collected by and hosted on G2.com.

What do you dislike?

Some development/coding background is needed to complete all the desired changes. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

This helps to increase our general level of service and to make an overall better support experience for clients Review collected by and hosted on G2.com.

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CF
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Twilio's approach with Flex is enabling customers and partners to create contact center solutions that previously had never been thought of. Review collected by and hosted on G2.com.

What do you dislike?

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Leveraging Flex to help our clients migrate from legacy on-prem Avaya systems to a modern cloud-based omni-channel contact center Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The product can be customized as per the scalability and the requirements of the client Review collected by and hosted on G2.com.

What do you dislike?

The pricing can be improved and the complexity can be minimized Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's a unique solution available as per my knowledge Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Implementation of a customized IVR solution for a client Review collected by and hosted on G2.com.

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CB
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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 Review collected by and hosted on G2.com.

What do you dislike?

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 Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are system integrator. We are positoning flex to different customer base Review collected by and hosted on G2.com.

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CH
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

APIs to change features on the UI and realtime monitoring features. Review collected by and hosted on G2.com.

What do you dislike?

Reporting and WFO and Conversation recording and playback. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good SI work from Twilio Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Twilio for vertical markets Review collected by and hosted on G2.com.

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AB
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Twilio flex. Best product to solve call center problems Review collected by and hosted on G2.com.

What do you dislike?

Some ui part of it. But the rest is all good. Everything is awesome! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Connecting Review collected by and hosted on G2.com.

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