Twilio Customer Engagement Platform Logo Award Winner Product Badge
Twilio Customer Engagement Platform Logo Award Winner Product Badge
Twilio

Twilio Customer Engagement Platform

Composite Score
8.1 /10
CX Score
8.3 /10
Category
Twilio Customer Engagement Platform
8.1 /10

What is Twilio Customer Engagement Platform?

Streamline your communication capabilities with Twilio's advanced suite of APIs

Company Details


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Awards & Recognition

Twilio Customer Engagement Platform won the following awards in the Communications Platform as a Service category

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Twilio Customer Engagement Platform Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Twilio Customer Engagement Platform.

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.

87 Likeliness to Recommend

1
Since last award

97 Plan to Renew

81 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

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.

+91 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 Customer Engagement Platform?

0% Negative
9% Neutral
91% Positive

Pros

  • Trustworthy
  • Fair
  • Friendly Negotiation
  • Reliable

Feature Ratings

Average 85

AI Engine for CPaaS

92

Code Libraries

88

Integration APIs

88

WebRTC-based Calling

88

Software Development Kit

85

Communication APIs

84

Cloud Integration

84

Online Cloud Platform

83

MMS API

83

Drag and Drop User Interface

80

Vendor Capability Ratings

Average 82

Ease of Implementation

86

Usability and Intuitiveness

85

Business Value Created

84

Breadth of Features

84

Availability and Quality of Training

81

Vendor Support

81

Product Strategy and Rate of Improvement

80

Ease of IT Administration

79

Ease of Data Integration

79

Ease of Customization

79

Quality of Features

79

Twilio Customer Engagement Platform Reviews

Derek B.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted May 2022

Twilio: the most active and effective SMS platform

Likeliness to Recommend

9 /10

What differentiates Twilio Customer Engagement Platform from other similar products?

Twilio is a very active voice and text based communication platform, it provides effective monitoring of our virtual line and our balance like no similar platform.

What is your favorite aspect of this product?

I like to use Twilio because it is very simple and easy to use, I can automatically send SMS, make calls and even send text messages quickly from my WhatsApp.

What do you dislike most about this product?

Twilio is a very powerful platform but I would love for its interface to be lighter.

What recommendations would you give to someone considering this product?

Twilio offers 24/7 support, it's a great platform, it has a powerful API that makes it easy to schedule calls.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Folashade A.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2022

Twilio Flex has been a game changer.

Likeliness to Recommend

9 /10

What differentiates Twilio Customer Engagement Platform from other similar products?

The vast selection of capabilities which Twilio Flex presents, is what I think differentiates it from similar software applications. Twilio Flex provides data integration between the Twilio Flex infrastructure and other important sales channels we use for customer engagement like Whatsapp for example.

What is your favorite aspect of this product?

Twilio Flex provide a level of contextual intelligence, which is not rivaled at present, by any alternative software product out there. My organization took advantage of Twilios contextual intelligence to build and customize Bots to faster customer engagement for our helpdesk team.

What do you dislike most about this product?

The need for Twilio Flex to provide more comprehensive real-time analytical data, especially as it involves third party sales channel engagement via Twilio Flex.

What recommendations would you give to someone considering this product?

Twilio Flex is a cost-effective option for businesses who rely on customer engagement through contact centres, for their sales activity.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Viraj P.

  • Role: Human Resources
  • Industry: Telecommunications
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2022

Charm and Amaizing

Likeliness to Recommend

6 /10

What differentiates Twilio Customer Engagement Platform from other similar products?

Twillo flex is a complete solution for an organization and more flexible than most similar products.

What is your favorite aspect of this product?

Twilio is one of the top platforms for developing new technologies. I like it since its service is beneficial and simple to use once it has been configured to work with the system. Another feature I like about this system is that it can use SIP trunking directly from the Twilio platform.

What do you dislike most about this product?

If the program is left idle in one state for an extended period of time, it will frequently log out. It can take a while for the app to log in and out.

What recommendations would you give to someone considering this product?

I would recommend this product to anyone with some level of technical experience in customization and administration.

Pros

  • Reliable
  • Appreciates Incumbent Status
  • Unique Features
  • Efficient Service

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