What is Twilio Flex and what does Twilio Flex do?

Twilio Flex is a cloud-based contact center platform enabling businesses to manage customer interactions across voice, messaging, and video. Its flexible, customizable design makes it ideal for midsize companies seeking a tailored solution to improve agent efficiency and customer satisfaction.

How does Twilio Flex integrate with other tools?

Twilio Flex integrates with CRM systems like Salesforce, HubSpot, and Microsoft Dynamics 365. It also supports integrations for call recording and multi-level IVR through Twilio Studio and Programmable Voice, offering flexible customization options.

What the main competitors of Twilio Flex?

Top alternatives to Twilio Flex include Talkdesk, Bright Pattern, and XCALLY. These competitors offer similar features such as omnichannel communication, AI-powered automation, and CRM integrations, catering to businesses seeking robust contact center solutions. Other options, like HubSpot Sales Hub and DaVinci, provide more specialized sales and customization features, respectively.

Is Twilio Flex legit?

Yes, Twilio Flex is a legitimate cloud-based contact center platform. It offers omnichannel support, customizable features, and integrations with popular CRM systems. While users appreciate its flexibility and real-time communication, some have noted challenges with reporting complexity and occasional bugs.

How much does Twilio Flex cost?

Twilio Flex's pricing isn't publicly available. Contact Twilio directly for a quote tailored to your specific business needs and to determine if Flex is worth the investment for your product.

Is Twilio Flex customer service good?

Twilio Flex receives mixed reviews regarding customer service. While some users appreciate the helpful support in resolving API issues, others experience delays in response times, sometimes taking several days. The agent experience is generally positive.

Twilio Flex

Name: Twilio Flex
Rating: 3.6376 (1832 reviews)
Author: Twilio

Website LinkedIn Twitter

Company health

Employee growth

1% increase in the last year

Web traffic

10% decrease in the last quarter

Financing

March 2021 - $614M

Ratings

4.1/5

(32)

3.6/5

(1832)

Twilio Flex description

Twilio Flex is a cloud-based contact center platform that allows businesses to manage customer interactions across multiple channels like voice, messaging, and video. Its flexible design lets companies customize the platform to fit their specific needs and workflows. While suitable for businesses of all sizes, its customizable nature makes it particularly attractive to midsize companies wanting a tailored contact center solution. Twilio Flex aims to improve agent efficiency and customer satisfaction by providing a unified view of customer interactions.

Who is Twilio Flex best for

Twilio Flex is a customizable cloud contact center for businesses of all sizes. Users praise its omnichannel support, flexible platform, and Zendesk integration. However, some find reporting complex and experience bugs. It's best for mid-sized companies in software, IT, and telecommunications.

Best for mid-sized businesses seeking a tailored contact center solution.
Ideal for software, IT, and telecommunications companies needing robust communication tools.

Twilio Flex features

Type in the name of the feature or in your own words tell us what you need

Supported

Twilio Flex integrates with various CRM systems, including Salesforce, HubSpot, and Microsoft Dynamics 365.

Supported

Twilio Flex offers unified omnichannel customer service across various channels.

Supported

Flex Insights allows custom reports with user-defined metrics and filters.

Supported

Twilio Flex allows supervisors to listen to live calls for training and evaluation.

Supported

Twilio Flex supports multi-level IVR via Twilio Studio and Programmable Voice.

Supported

Twilio Flex supports call recording natively and via integrations.

Twilio Flex reviews

We've summarised 32 Twilio Flex reviews (Twilio Flex G2 reviews) and summarised the main points below.

Pros of Twilio Flex

User-friendly agent interface.
Omnichannel support and reporting capabilities.
Flexible and customizable platform with developer access.
Easy integration with Zendesk.
Real-time communication features and automation options.

Cons of Twilio Flex

Reporting features are complex and confusing.
Frequent bugs and glitches, including dropped calls and connectivity issues.
Limited customization options without engineering support.
Slow performance, even with stable internet.
CRM integration is not fully developed.

Twilio Flex alternatives

DaVinci

Better fit for larger enterprises. Has stronger momentum based on employee growth. Offers a data flow toolkit. Priced higher than Twilio Flex.
Read more
XCALLY

Better for medium to large businesses. Has a much faster employee growth rate, indicating strong momentum. Users praise the intuitive interface and robust IVR designer. A Twilio Flex competitor and alternative.
Read more
Talkdesk

Better for industries like healthcare, finance, and retail. A strong Twilio Flex competitor for AI-powered features. Has slower momentum. Lower ratings on Glassdoor. Users report issues with call statistics and mobile app functionality.
Read more
HubSpot Sales Hub

Better for streamlining sales processes and managing contacts, deals, emails, and sales performance analysis. More user-friendly interface and seamlessly integrated tools. Caters to a wider range of industries including Healthcare, Finance, E-commerce, and more. Generally receives higher ratings.
Read more
Bright Pattern

Better for mid-size and enterprise businesses. Has grown in popularity more quickly. Known for easier setup and implementation, as well as excellent customer support.
Read more
Yeastar P-Series PBX System

Better ease of use and implementation. Offers flexible deployment options (cloud, on-premise, software). Positive reviews for customer support. A Twilio Flex alternative and competitor.
Read more

Twilio Flex FAQ

What is Twilio Flex and what does Twilio Flex do?

Twilio Flex is a cloud-based contact center platform enabling businesses to manage customer interactions across voice, messaging, and video. Its flexible, customizable design makes it ideal for midsize companies seeking a tailored solution to improve agent efficiency and customer satisfaction.
How does Twilio Flex integrate with other tools?

Twilio Flex integrates with CRM systems like Salesforce, HubSpot, and Microsoft Dynamics 365. It also supports integrations for call recording and multi-level IVR through Twilio Studio and Programmable Voice, offering flexible customization options.
What the main competitors of Twilio Flex?

Top alternatives to Twilio Flex include Talkdesk, Bright Pattern, and XCALLY. These competitors offer similar features such as omnichannel communication, AI-powered automation, and CRM integrations, catering to businesses seeking robust contact center solutions. Other options, like HubSpot Sales Hub and DaVinci, provide more specialized sales and customization features, respectively.
Is Twilio Flex legit?

Yes, Twilio Flex is a legitimate cloud-based contact center platform. It offers omnichannel support, customizable features, and integrations with popular CRM systems. While users appreciate its flexibility and real-time communication, some have noted challenges with reporting complexity and occasional bugs.
How much does Twilio Flex cost?

Twilio Flex's pricing isn't publicly available. Contact Twilio directly for a quote tailored to your specific business needs and to determine if Flex is worth the investment for your product.
Is Twilio Flex customer service good?

Twilio Flex receives mixed reviews regarding customer service. While some users appreciate the helpful support in resolving API issues, others experience delays in response times, sometimes taking several days. The agent experience is generally positive.

Reviewed by

MK

Michal Kaczor

CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT

Tymon Terlikiewicz

CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.