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Twilio: Use-Cases, Insights and Reviews | 2026 Cuspera

Name: Twilio
Brand: Twilio
Rating: 4.57 (12627 reviews)

4.57 5

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(12627)

Twilio | APIs to create what you imagine, without compromise. APIs simple to use, powerful in production, and endlessly scalable

AI Powered

App Partner

Twilio Overview

Twilio enables global customer connections via preferred channels with powerful communication APIs. Integration for SMS, WhatsApp, voice, and email solutions is quick and efficient.

Use Cases

Customers recommend Communication Management, Engagement Management, Sales Call Management, as the business use cases that they have been most satisfied with while using Twilio.

Other use cases:

Helpdesk Management
Conference Call Management
Training & Onboarding
Advertisement
Collaboration
Workflow Management
Sales Document Management

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Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Twilio.

Other priorities:

Scale Best Practices
Enter New Markets Internationally Or Locally
Launch New Products
Improve Internal Communications
Improve ROI
Increase Sales & Revenue
Grow Market Share
Build Brand Awareness
Improve Efficiency
Improve Visibility
Improve Digital And Social Presence
Improve Stakeholder Relations
Establish Thought Leadership
Improve Brand Engagement
Manage Risk

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Twilio Use-Cases and Business Priorities: Customer Satisfaction Data

Twilio works with different mediums / channels such as Text SMS. Phone Calls. E-Mail etc.

Twilio's features include Alerts: Popups & Notifications, Recording, Bot, etc. and Twilio support capabilities include AI Powered, Email Support, Phone Support, etc. also Twilio analytics capabilities include Analytics, and Custom Reports.

Reviews

"We needed a technology partner [like Twilio] that could integrate seamlessly across our stack and help us iterate quickly using analytical insights. Twilio had the features we needed, and performed well in financial modeling; but most importantly, o...ur engineers were excited to use it." - Alan Bustelo-Killam

Twilio, Retently, Genesys Cloud, Oracle Advertising and Customer Experience (CX), Exotel, etc., all belong to a category of solutions that help Customer Experience Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Twilio

Top Industries

Hospitality
Pharmaceuticals
Financial Services

Popular in

Small Business
Enterprise
Mid Market

Twilio is popular in Hospitality, Pharmaceuticals, and Financial Services and is widely used by Small Business, Enterprise, and Mid Market.

Twilio Customer wins, Customer success stories, Case studies

What makes Twilio ideal for Communication Management?

Twilio provides tools to send and receive text messages, make and receive phone calls, and automate communication workflows. These tools help businesses communicate with customers and manage their operations. Twilio’s services are not available in all areas of the world.

"...Personally, we use Twilio for call tracking and analytics...." Peer review by Jon E., Marketing and Advertising

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What solutions does Twilio provide for Engagement Management?

Twilio Engagement Management provides tools to communicate with customers through various channels like SMS, Facebook Messenger, and video chat. These tools help track customer interactions and facilitate engaging experiences. However, some users have reported challenges with internal processes related to training and deployment.

"...This was my second Twilio Engage event after attending last year s Sydney event, but my first Superclass session...." Sending Messages from FileMaker to WhatsApp Users with Twilio

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How can Twilio optimize your Sales Call Management Workflow?

What makes Twilio ideal for Helpdesk Management?

Twilio offers tools and services to create and manage call centers, integrating voice, messaging, and video calls. These tools allow for the automation of tasks, such as creating call center scripts, and can help connect with customers through various communication channels. Twilio has a support center and sample code to help users get started, but getting help from support can sometimes be difficult.

"...The 211 team at United Way Worldwide needed a way to help route inbound calls and load-balance across counties and states during times of crisis and high volume. ..." Case Study United Way

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Why is Twilio the best choice for Conference Call Management?

79 buyers and buying teams have used Cuspera to assess how well Twilio solved their Customer Experience Management needs. Cuspera uses 12627 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Experience Management needs.

CUSTOMERS	TESTIMONIALS
Alan Bustelo-Killam Product Manager Chime	We needed a technology partner [like Twilio] that could integrate seamlessly across our stack and help us iterate quickly using analytical insights. Twilio had the features we needed, and performed well in financial modeling; but most importantly, our engineers were excited to use it. Testimonial By Alan Bustelo-Killam
Alberto Hernandez Seco Head Of Digital and Technology (Spain) CBRE ESPANA	Twilio really enabled us to respond quickly to a very fluid and challenging situation incorporating all the necessary legal requirements, and COVID regulations as they evolved. Testimonial By Alberto Hernandez Seco
Anthony Velazquez Engineering Manager Lyft	Twilio helps us maintain that human element of connecting in the ridesharing model. Testimonial By Anthony Velazquez

CUSTOMERS	TESTIMONIALS
Alan Bustelo-Killam Product Manager Chime	We needed a technology partner [like Twilio] that could integrate seamlessly across our stack and help us iterate quickly using analytical insights. Twilio had the features we needed, and performed well in financial modeling; but most importantly, our engineers were excited to use it. Testimonial By Alan Bustelo-Killam
Alberto Hernandez Seco Head Of Digital and Technology (Spain) CBRE ESPANA	Twilio really enabled us to respond quickly to a very fluid and challenging situation incorporating all the necessary legal requirements, and COVID regulations as they evolved. Testimonial By Alberto Hernandez Seco
Anthony Velazquez Engineering Manager Lyft	Twilio helps us maintain that human element of connecting in the ridesharing model. Testimonial By Anthony Velazquez

Twilio Customer Engagement Platform for the Retail Industry - 2023

Frequently Asked Questions(FAQ)

for Twilio

What is Twilio?

Twilio is a cloud communication platform that powers the future of business communications enabling phones, VoIP, and messaging to be embedded into web, desktop, and mobile software. It helps to enter new markets, scale best practices, and acquire customers.

Twilio unites communications and strengthens customer relationships across the business from marketing and sales to customer service and operations using its web service APIs. Twilio deeply understand customers, and solve problems from their perspective and earns trust through every interaction unleashing human potential both inside and outside the company providing key success.

Twilio features include converting text to speech and play audio, record calls and store them, create conferences, API queueing, call queues, convert speech to text, status callbacks and logs, programmable contact center platform, customizable UI, attribute-based routing and plenty more.

What is Twilio used for?

Twilio is a Customer Experience Management Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Communication Management, Engagement Management and Sales Call Management .