KF

Kevin F.

Senior CX Operations Manager

Mid-Market (51-1000 emp.)

10/18/2022

"Works well but impossible to customize easily"

2.5/5

What do you like best about Twilio Flex?

Omni channel support and reporting is great. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

Every little change needs engineering support, impossible to customize on the fly or adjust schedules for holidays. Review collected by and hosted on G2.com.

SO

Serena O.

Product Operations Specialist

Enterprise (> 1000 emp.)

1/10/2022

"Twilio Flex is helping us re-invent how we engage with our customers."

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

UI

Verified User in Insurance

Small-Business (50 or fewer emp.)

9/15/2020

"Experience glitches and problems making calls"

3.5/5

What do you like best about Twilio Flex?

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

What do you dislike about Twilio Flex?

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

YA

Yukti A.

contact center agent

Mid-Market (51-1000 emp.)

4/3/2021

"Twilio flex a premier solution!"

5/5

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 Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

MJ

matt j.

Senior Integrations Specialist

Enterprise (> 1000 emp.)

10/13/2020

Business partner of the seller or seller's competitor, not included in G2 scores.

"Flex is a great VOIP system"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

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

MM

Mircheta M.

Software Developer

Small-Business (50 or fewer emp.)

3/15/2020

"I love the functionality of the service and how easy it can be."

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

UP

Verified User in Public Safety

Enterprise (> 1000 emp.)

10/27/2019

"great to monitor the work habits of my team"

5/5

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

CT

Verified User in Transportation/Trucking/Railroad

Enterprise (> 1000 emp.)

10/22/2019

"Looses connectivity and logs out"

3/5

What do you like best about Twilio Flex?

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 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 Review collected by and hosted on G2.com.

GM

Girish M.

Staff Software Engineer

Enterprise (> 1000 emp.)

10/29/2018

"New cloud call call center"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

AH

Allen H.

Lead Software Engineer

Small-Business (50 or fewer emp.)

1/28/2019

"Incredible out of the box, extensible software"

4/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.