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Twilio Flex Reviews & Product Details

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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.

Twilio Flex Overview

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What is Twilio Flex?

Flex is a configurable contact center solution that enables individualized self-service, intelligent routing, AI-assisted experiences, and analytics, all while seamlessly integrating with existing technology to minimize operational risk. Its open API framework gives businesses control over omnichannel communications, a unified interface, customer data, and AI-driven journey orchestration.

Twilio Flex Details

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Product Description

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Twilio

Description

Twilio is a cloud communications platform that enables developers and businesses to integrate various communication capabilities into their applications. It offers services such as voice, SMS, video, and email, allowing users to connect with customers through multiple channels. Twilio provides APIs and tools that simplify the process of building and scaling communication features, making it easier for companies to enhance customer engagement and streamline communication workflows. For more information, visit their website at https://www.twilio.com.

Overview Provided by:

Chris Spore

Twilio Flex Media

Twilio Flex - Supervisor

Twilio Flex - Skilling

Twilio Flex - Call

Twilio Flex - Chat

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Verified User in Outsourcing/Offshoring

Small-Business (50 or fewer emp.)

7/30/2024

"Twilio Flex User"

2/5

What do you like best about Twilio Flex?

It's simplicity when it comes to the agent interface. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

Too complex when it comes to reporting. For live SMS interactions you can't go to a full screen if it's within an integration Review collected by and hosted on G2.com.

Leslie B.

Member support specialist

Small-Business (50 or fewer emp.)

5/4/2024

"Very user friendly!"

5/5

What do you like best about Twilio Flex?

Easily accept incoming communication for clients. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

The application glitches often and will lose connection. Review collected by and hosted on G2.com.

Patricia S.

Small-Business (50 or fewer emp.)

6/2/2023

"Efficient tool for generating sales!"

4/5

What do you like best about Twilio Flex?

What I like most about Twilio Flex is the simplicity of the design. It has easy and quick functions to operate generates sales to its fullest potential. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

What I dislike about Twilio Flex is the bugs it has. When there's no response for 5 minutes with the customer, an auntomatee message will send to the system. Generally, this happens during the "recaps" portion, where it takes them a while to read it all. If you send another chat, the second system message will send after 3 additional minutes and close down on the chat, thus losing the sale. I've found to send another chat before the 5 minutes hits to avoid the issue. Review collected by and hosted on G2.com.

Bruna R.

Enterprise (> 1000 emp.)

3/31/2023

"Twilio has a great agent experience but has some gaps on APIs and status changes"

4/5

What do you like best about Twilio Flex?

Agent experience, it has a very easy interface and its integration with Zendesk is great. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

The reports are a little confuse sometimes and its integration with WFM platforms is not the best. Review collected by and hosted on G2.com.

Verified User in Insurance

Mid-Market (51-1000 emp.)

11/30/2022

"Twilio Flex Review"

3/5

What do you like best about Twilio Flex?

I did like that I was able to see the wavelengths of the calls from both parties, so it was easy to decipher who said what on the recorded line. It was also easier to visually see the hold times and masked periods of a call. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools. Review collected by and hosted on G2.com.

Luis Fernando A.

Team Leader

Mid-Market (51-1000 emp.)

5/31/2022

"bugs and slowness"

3/5

What do you like best about Twilio Flex?

Multichannel service platform that allows integration with internal CRM systems or those of other vendors. Review collected by and hosted on G2.com.

What do you dislike about Twilio Flex?

Very slow, even on more stable internet networks. Some bugs such as Call is stuck and user is not able to disconnect, chat does not load on the user's screen, and failures to transfer calls. Review collected by and hosted on G2.com.

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.

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.

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.

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.