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Product Information on Twilio Customer Engagement Platform
What is Twilio Customer Engagement Platform?
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Overall experience with Twilio Customer Engagement Platform
“Twilio takes all of the complexity out of communication, offering a comprehensive set of APIs to send and receive messages or calls”
“Twilio Provides Feature Depth Yet Faces Criticism Over Support and Usability”
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Company Description
Twilio aims to stimulate the creative thinking of developers. The enterprise functions as the user-interface layer for the internet, enabling businesses to create engaging interactions for their users. Offering straightforward tools designed to tackle complex issues, Twilio delivers its services via a developer-centered cloud platform, ensuring global reach and transparent pricing.
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Twilio Customer Engagement Platform Likes & Dislikes
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)
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Twilio Customer Engagement Platform Reviews and Ratings
- Business Application Manager50M-1B USDEnergy and UtilitiesReview Source
Twilio takes all of the complexity out of communication, offering a comprehensive set of APIs to send and receive messages or calls
Twilio provides all of the tooling necessary to send voice calls, text messages, and emails programmatically, with a robust set of features and options, well-defined documentation, sample code in many languages, and open-source SDKs for easy integration. Cost of service is very reasonable given the complexity removed from the developer side. - Director Of Project ManagementGov't/PS/EdEducationReview Source
Comprehensive Onboarding and Startup Support Faced With Voice Analytics Constraints
Twilio supported us end-to-end from setup to launch. We had a clear and fast onboarding. Responsive support is always present. They are even giving you testing credits before you buy it. Voice and messaging worked reliably in Jordan. - LEAD PRODUCT MANAGER50M-1B USDIT ServicesReview Source
Twilio is a best in class solution provider.
My experience with Twilio over the years has been rock solid and exceptional. At multiple roles in different companies we have leveraged their solutions and products. They still keep to their developer/integration roots but now offer complete solutions and turn-key services for retail and less complex customers. We leverage their Lookup API to validate customer phone numbers and reduce error rates and improve deliverability. - Engineer50M-1B USDIT ServicesReview Source
Twilio API Integration Improves Phone Number Validation Accuracy and Platform Efficiency
We use the Twilio API in our startup. We were working on building a hiring platform so we had Candidate data which included phone numbers. So to validate if they are real or fake and to have more information about their phone numbers we used Twilio API. It integrated easily with our current codebase and was really able to reduce our call failure up to 90%. since we knew which were fake and which were real so the efficiency of our website and backend became better. The documentation of the API is clear and implementation is straight forward - DIGITAL TRANSFORMATION<50M USDServices (non-Government)Review Source
Twilio Provides Feature Depth Yet Faces Criticism Over Support and Usability
Twilio is a powerful tool once you get past the learning curve, it can handle complex workflows and scale well. That said, the customer support experience leaves a lot to be desired. Response times are slow, and getting clear solutions often requires multiple follow-ups. The platform can feel harder to adopt than it should be.