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Twilio

Score7 out of 10

218 Reviews and Ratings

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What is Twilio?

Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

Categories & Use Cases

Media

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.
Screenshot of Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.
Screenshot of Flex is a programmable Contact Center that puts you in control.

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Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.

Reviews

What users are saying about Twilio.
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Twilio an excellent choice for customer engagement.

Incentivized
Camilo DiazView profile
Senior developer in Engineering at Fastcall (1-10 employees employees)

Use Cases and Deployment Scope

We are a Salesforce ISV and use Twilio to provide SMS and Voice integration. Our users interact directly with our app on Salesforce or through the Salesforce mobile app. We use Twilio for outbound/inbound calls, SMS/MMS, WhatsApp, conference, transcriptions using conversational intelligence, and integration with Agentforce using Twilio Relay. We are looking forward to using RCS, WhatsApp voice, and Twilio agents.

Pros

  • Clear API.
  • Worldwide footprint.
  • Uptime
  • Support

Cons

  • Control panel. Often, navigating through lists is challenging. I want endless scrolling, not pagination.
  • Conversational intelligence service require a Language. I would like it to detect it.
  • We would like to have some credit on clients that chose to use their own Twilio account.

Return on Investment

  • We as an ISV charge for our application license, and we pass through what Twilio charges us to our subscribers.
  • Using Twilio is a key part of our app. Without it we would not have one.

Alternatives Considered

Infobip

Other Software Used

Microsoft Visual Studio Code, Heroku Platform, Salesforce Sales Cloud, Salesforce Service Cloud, PostgreSQL, Redis Cloud

A master piece for customer engagement.

Incentivized
Angela Arcuri
Customer relationship manager in Customer Service at ISIA Pescara Design (51-200 employees employees)

Use Cases and Deployment Scope

Twilio is a customer engagement platform. We use the product in our organisation to streamline communication and connet with our customers across multiple channels. The product allows sending of personalised messages and ensures secure interaction by providing reliable authentication system. Twilio has played a big role in enhancing our marketing campigns and driving customer engagement. The product supports live chat and video content.

Pros

  • The software integrates with numerous communication systems and facilities real-time feedback collection.
  • Twilio user interface is very friendly and has very intuitive admin panel
  • Value for money. The software has flexible pricing that is manageable to all sizes of businesses and organisations.

Cons

  • Analytics systems of the tool are ineffective. They do not provide detailed data.
  • The most notable drawback about Twilio is limited customization options. The product is not easily customizable.

Return on Investment

  • Use of the software has ensured high quality video and voice interaction which have promoted customer support services and sales processes.
  • The product has enabled us to reach targeted audiences through effective customer engagement and personalised marketing efforts.
  • Twilio software introduction in our organisation has enabled us to foster customer loyalty and drive growth.

Other Software Used

Resolve Project Management, Lucid Visual Collaboration Suite, Collaboard

Long time Twilio user

Incentivized
Tom SheahanView profile
CEO in Corporate at Red Oxygen (11-50 employees employees)

Use Cases and Deployment Scope

Twilio is very developer-focused. They are reliable but don't offer a lot of support. They will work for you if you are a sophisticated delivery developer in the US. If you need handholding, there are better options in the marketplace as messaging gets more and more complicated with regulations and costs.

Pros

  • Reliable
  • Documentation
  • Forthright

Cons

  • Support
  • Answering the phone with out fees
  • Pricing

Return on Investment

  • Vetting fees
  • Camnpaign fees
  • Carrier fees

Alternatives Considered

Bandwidth, Sinch and Infobip

Other Software Used

Bandwidth, Infobip, Vonage Communications APIs

Twilio The ultimate tool to reach customers

Incentivized
Pintu BarmanView profile
Web Developer in Information Technology at Onlightenmedia (11-50 employees employees)

Use Cases and Deployment Scope

We use Twilio in our organization for the various purposes like mostly we use the SMS service to send SMS to our clients from our applications. Also we use the voice calling feature which we integrated in our application too. They also provide various webhook services and we used some of the feature like to auto-replay when we receive any missed call.

Pros

  • Detailed logs of call and messaging services.
  • Free trial balance for new account, which helped me a lot to understand everything without spending any real money.
  • I also liked some features like the sms and call scheduling
  • The SMS service works seamlessly in most of the country which I also liked about Twilio.

Cons

  • The Web interface of Twilio is okay but sometimes it takes time to load a page I think it can be more fast .
  • Sometimes the SMS is received too late. This can be improved.

Return on Investment

  • It has very positive impact in organisation, as it enables us to reach our clients at any time.
  • It improves our customer satisfaction like automated sms notification etc
  • The cost is slightly higher compared to other similar platforms but still Twilio provides better and more reliable service

Other Software Used

Anthropic Claude, Cursor, GitHub Copilot

Twilio review

Incentivized
Verified User
Employee in Marketing (501-1000 employees employees)

Use Cases and Deployment Scope

On my specific side of things in marketing we started using SendGrid to relay our email communications from our CRM as we encountered deliverability issues. As part of our agreement we also conducted a multiple-week plan with their deliverability expert in order for us to learn the platform and its ins and outs, as well as general lesser-well-known deliverability best practices and things to consider, which were tremendously helpful.

Pros

  • Deliverability
  • Email relay

Cons

  • SendGrid's per email data
  • SendGrid spam/bounce reports

Return on Investment

  • Improved deliverability
  • Improved domain reputation
  • Improved inbox placement

Other Software Used

Adobe Marketo Engage, MxToolBox

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