(55)
4.8 out of 5
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Twilio Flex
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Twilio Flex Features
What are the features of Twilio Flex?
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
Twilio Flex Categories on G2
Filter for Features
Basic Communication
Phone Calls | Enables users to place phone calls over the internet. | Not enough data | |
Video Calls | Enables users to place video calls over the internet. | Not enough data | |
Instant Messaging | Enables users to send instant messages over the internet. | Not enough data | |
Screen Sharing | Enables users to share screens over the internet. | Not enough data | |
Conference Calls | Enables multiple users to make phone or video calls over the internet at once. | Not enough data | |
Desk-to-Desk Calls | Enables users to contact one anothers through mobile phones and landlines. | Not enough data |
Advanced Features
Hold Music | Offers users the option to play music for contacts who are on hold. | Not enough data | |
Automated Attendants | Offers users the option to set up an automated attendant to field calls and information when employees are unavailable. | Not enough data | |
VOiP Number | Offers users a unique number that can be dialed from anywhere. | Not enough data |
Access
Software Pairing | Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365. | Not enough data | |
Browser Extension | Allows users to download the tool along as an extension to their browser of choice. | Not enough data | |
Individual Download | Requires users download the software on its own. | Not enough data |
Channels
Voice | Provides voice call functionality. | Not enough data | |
Social | Provides an interface for one or more social media channels. | Not enough data | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. | Not enough data | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. | Not enough data | |
Allows CSRs to receive and answer customer emails. | Not enough data |
Functions
Session Routing | Based on 15 Twilio Flex reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 84% (Based on 15 reviews) | |
Session Queuing | Based on 16 Twilio Flex reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 83% (Based on 16 reviews) | |
Concurrent Calling | Based on 13 Twilio Flex reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 87% (Based on 13 reviews) | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. | Not enough data | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. | Not enough data | |
IVR | Includes an interactive phone menu. | Not enough data | |
Inbound Screen Pop | Populates CSR's screen with available customer data. | Not enough data | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. | Not enough data |
Features
Voicemail to Email | Transcribes voice messages to email. | Not enough data | |
Voicemail to SMS | Transcribes voice messages and delivers them via text message. | Not enough data | |
File Sharing | Includes a way to easily share files between users. | Not enough data | |
Voice Conferencing | Allows multi-participant phone conferences. | Not enough data | |
Video Conferencing | Can host video conferences. | Not enough data | |
Conference Transcripts | Records and transcribes voice and video conferences. | Not enough data |
Extensions
Tenancy Flexibility | Can be deployed as a single-tenant or multi-tenant product. | Not enough data | |
Native VoIP | Contains its own IP telephony system. | Not enough data | |
CCaaS Option | Is also able to serve as contact center software. | Not enough data |
Administrative
Session Summary Notes | Based on 14 Twilio Flex reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 83% (Based on 14 reviews) | |
Administrator Access | Based on 10 Twilio Flex reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 88% (Based on 10 reviews) | |
Reporting & Dashboards | Based on 15 Twilio Flex reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 82% (Based on 15 reviews) | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | Not enough data | |
Agent Scheduling and Assignment | Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | Not enough data | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data |
Platform
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Queue Management | Provides queue management in case of increase in case/call inflow. | Not enough data | |
Call Routing | Allows distribution of incoming calls to agents. | Not enough data | |
Call Back | Allows users to request a call back. | Not enough data | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | Not enough data | |
Automatic Call Distribution | Allows automatic distribution of incoming calls to the agents. | Not enough data |
Workforce Management
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. | Not enough data | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. | Not enough data |
Generative AI
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data |
Platform Basics - VoIP Providers
PBX systems, VoIP Softphone | Contains PBX & VoIP softphone that can be used within the VoIP business system. | Not enough data | |
Call Management | Manages incoming calls with features such as call forwarding, transferring, and routing. | Not enough data | |
Network monitoring | Supports real-time network monitoring via dashboards and alerts to identify and resolve issues. | Not enough data | |
Integrations | Enables integrations with communication and CRM platforms. | Not enough data | |
Virtual PBX | Provides compatibility with both hosted and virtual PBX solutions. | Not enough data | |
SIP trunking services | Supports SIP trunking services for local and long-distance calls. | Not enough data |
Call Center Infrastructure (CCI)
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Contact Center
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - VoIP Providers
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - UCaaS Platforms
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data |
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