Introducing G2.ai, the future of software buying.Try now
Twilio Flex
Save to My Lists
Claimed
Claimed

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

Top Rated Twilio Flex Alternatives

Genesys Cloud CX
(1,431)
4.4 out of 5
Talkdesk
(2,429)
4.4 out of 5

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

Email

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

Twilio Flex