What is Twilio Flex?
Flex delivers what you need to run an enterprise contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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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.
88 Likeliness to Recommend
93 Plan to Renew
79 Satisfaction of Cost Relative to Value
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.
+85 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 Flex?
Pros
- Altruistic
- Security Protects
- Helps Innovate
- Unique Features
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Multi Channel Intake Integration
Knowledge Management
Call Recording
Workforce Management
Multi Channel Queue Management
Screen Prompts
Contact Center Compliance Management
Ticket Management
Skills Based Routing
Call Scripting and Call Flow Management
Contact Center Analytics
Vendor Capability Ratings
Ease of Customization
Ease of IT Administration
Ease of Implementation
Quality of Features
Usability and Intuitiveness
Vendor Support
Business Value Created
Product Strategy and Rate of Improvement
Breadth of Features
Ease of Data Integration
Availability and Quality of Training
Twilio Flex Reviews
stuart p.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2022
Fantastic product with many uses
Likeliness to Recommend
What differentiates Twilio Flex from other similar products?
It's very agile and can be built for your needs
What is your favorite aspect of this product?
Excellent call quality
What do you dislike most about this product?
Initial set up isn't out of the box
What recommendations would you give to someone considering this product?
Go for it.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Philis I.
- Role: Operations
- Industry: Consulting
- Involvement: End User of Application
Submitted Nov 2022
Twilio Flex for Consolidated Communications
Likeliness to Recommend
What differentiates Twilio Flex from other similar products?
Twilio Flex has the information that entails clients for future calls.
What is your favorite aspect of this product?
Twilio Flex navigates the communications requests in a company.
What do you dislike most about this product?
Twilio Flex promotes rational engagement for solid business enrichment.
What recommendations would you give to someone considering this product?
Twilio Flex has progressive ways if establishing credible Business calls.
Pros
- Helps Innovate
- Performance Enhancing
- Efficient Service
- Effective Service
Johan M.
- Role: Sales Marketing
- Industry: Banking
- Involvement: Business Leader or Manager
Submitted Mar 2022
Integration easy but unstable
Likeliness to Recommend
What differentiates Twilio Flex from other similar products?
It differs essentially in that it has functionalities which make it easy to handle, very fast to configure, as well as to integrate with other QA applications. It is a transparent tool that does not need any guidance, being very collaborative and easy to use.
What is your favorite aspect of this product?
The ease of implementation and scalability it has within the customer support and experience areas, makes it a lightweight tool and the least archaic, unlike others that require tedious set-up.
What do you dislike most about this product?
Twilio has many problems when connected to a VPN its connection weakens and does not even start the app or keep the course of the call, has a small delay which reflects complications and a not so pleasant experience for customers, although it is minimal it is noticeable. Also, the tool presents bugs very frequently, for example, it is very common that it does not allow to answer calls and the CTAs fail, making it a bit complicated for the operation in general and affecting metrics.
What recommendations would you give to someone considering this product?
It is important that testing is done along with the VPN and many tests related to call quality and integration with other applications, users so an unbiased decision can be made, and it is the right fit for each company, enterprise or process.
Pros
- Helps Innovate
- Efficient Service
- Respectful
- Generous Negotitation
Cons
- Less Reliable
- Less Performance Enhancing
- Less Effective Service
