Twilio Customer Engagement Platform

I appreciate the documentation and sample code, which makes it easy to understand step by step the necessary information for a developer to stand up a new project to communicate directly with customers. The power of Twilio is that they obfuscate all of the tedious rules and regulations and integrations with every provider, so we don't have to worry about the reliability of delivery of our messages; when something changes behind the scenes, no updates are required on our part since Twilio seamlessly keeps their systems working as intended. Finally, the monitoring and reporting of message delivery is very detailed, including the ability to re-process any failed requests directly from the monitoring page.

Flexibility - Twilio allows us to customize and integrate communications into existing systems in ways that fit our business. Twilio has a wide range of features that gives us a lot of options for customer engagement

1/ Global Reach and Reliability. You can call in many countries with stable delivery. 2/ Low latency voice and strong call quality 3/ Developer friendly steps to make everything easy to ship 4/ Omnichannel coverage in one vendor (WA/Email/Verification) 5/ Strong support for startups that are found in the ecosystem. They are also trying to enable startups in every way possible.

While we're considered a mid-sized business, our message volume places us at the lower end of the scale of Twilio customers, which means that we experience fewer touch points with sales or technical staff than some larger customers. Support is via web ticket only, though additional support is available, but the cost is prohibitive when compared to the cost we're paying for our message and call delivery. Email delivery details are available for 30 days when paying for the extra add-on, but our regulations require us to keep longer records of that information and the APIs and webhooks available from Twilio don't easily allow us to scrape that data on our own.

The biggest frustration is the customer support, it's often slow (needing multiple follow ups for a response). Twilio's platform itself is not intuitive for new users, and the documentation is extensive but not always clear. There is a bit of a learning curve, which means you need to dedicate time and resources to get the most out of Twilio.

1/ Limited built in voice analytics. Like I want deeper insights beyond transcripts, like tone, pace, interruptions and emotional signals. 2/ AI Voice realism. I want to see more voice options. 3/ I want easier plug and play support for multiple AI models inside the product (Gemini, OpenAI, Grok)