Twilio Overview

This is a summary of the comprehensive capabilities and benefits of Twilio based on over 12627 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.

Twilio, Genesys Cloud, Tenfold, Oracle Advertising and Customer Experience (CX), Ushur, 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.

Do you need to check if Twilio is right for your needs? Our Cuspera AI engine can evaluate how Twilio fits your specific business needs, industry, and context. Get your personalized assessment report today.

Twilio supports business activities such as:

  • Communication Management
  • Engagement Management
  • Sales Call Management
  • Helpdesk Management
  • Conference Call Management

Twilio can help you with many business goals, such as Acquire Customers, Enhance Customer Relationships, Scale Best Practices, Enter New Markets Internationally Or Locally, Launch New Products, etc. It can help manage these activities if you use Text SMS Phone Calls E-Mail etc. for these needs. As a solution, Twilio's capabilities include Alerts: Popups & Notifications, Recording, Bot, etc.

Twilio was founded in 2008. Hospitality Vertical is its biggest customer base.

Reviews

"We don't want our guests to remember a family vacation for that one thing that went wrong. We want to help guests make great memories, so our platform solves any need that might arise either before, during, or after their trip— especially making sur...e they have a smooth booking experience. " - G Scott

Cuspera Reviews

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.

Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities peers 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
See all business priorities See less business priorities

Use Cases

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

Read Peer Reviews and Expert Experience for Business Use Cases

BUSINESS USE CASES RATINGS CUSTOMER AND EXPERT EXPERIENCES
Communication Management with Text SMS, Phone Calls, E-Mail and Chat

3.35/5 ★

Read Reviews (450)

"...With integration into our primary business apps, we're able to send text messages programmatically, make robo calls, use disposable phone numbers......"
sending & publishing communications

3.06/5 ★

Read Reviews (354)

"...The same API you use for SMS can now be used to send WhatsApp messages...."
tracking & monitoring communications

4.96/5 ★

Read Reviews (71)

"...From Wikipedia Twilio capabilities include: Send and Receive SMS Messages Send and Receive phone Calls Email messaging WhatsApp Messaging Marketing Automation Programmable Chats ..."
Engagement Management

4.96/5 ★

Read Reviews (290)

"...The post Twilio for Salesforce Offers an Enhanced Way to Engage Customers via SMS appeared first on MarTechSeries...." Twilio for Salesforce Offers an Enhanced Way to Engage Customers via SMS
engaging and following up

4.94/5 ★

Read Reviews (182)

"...For example, Twilio has developed Twilio champions an initiative designed to engage programmers who could be future Twilio employees ..."
engaging with scheduling & cadence

3.41/5 ★

Read Reviews (1)

"How Deliveroo uses Twilio products to provide their customers, riders, and partner restaurants a thoughtful, seamless, and ever-improving experience."
Sales Call Management with Phone Calls, Offline, Events and Trade Shows

4.03/5 ★

Read Reviews (243)

"...The latency is low and call recording quality is fine as well...."
call recording

4.07/5 ★

Read Reviews (184)

"...it's very powerful, it's provide easy call recording, text-to-speech and queue...."
call transcription

4.35/5 ★

Read Reviews (42)

"...So we have the ability to make, track, record and transcribe calls from Alore CRM via a service called Twilio. ..."
call scoring

4.17/5 ★

Read Reviews (3)

"How Stripe builds economic infrastructure for the internet and powers hundreds of billions of dollars of transactions for millions of users around the world."
call analytics

4.16/5 ★

Read Reviews (2)

"...Personally, we use Twilio for call tracking and analytics...."
PEER EXPERIENCES
Communication Management with Text SMS, Phone Calls, E-Mail and Chat

3.35/5 ★

Read Reviews (450)

"...With integration into our primary business apps, we're able to send text messages programmatically, make robo calls, use disposable phone numbers......" Peer review by Garrett Johnson, Religious Institutions
sending & publishing communications

3.35/5 ★

Read Reviews (354)

tracking & monitoring communications

3.35/5 ★

Read Reviews (71)

Engagement Management

4.96/5 ★

Read Reviews (290)

"...The post Twilio for Salesforce Offers an Enhanced Way to Engage Customers via SMS appeared first on MarTechSeries...." Twilio for Salesforce Offers an Enhanced Way to Engage Customers via SMS
engaging and following up

4.96/5 ★

Read Reviews (182)

engaging with scheduling & cadence

4.96/5 ★

Read Reviews (1)

Sales Call Management with Phone Calls, Offline, Events and Trade Shows

4.03/5 ★

Read Reviews (243)

"...The latency is low and call recording quality is fine as well...." Peer review by David C., Computer Software
call recording

4.03/5 ★

Read Reviews (184)

call transcription

4.03/5 ★

Read Reviews (42)

call scoring

4.03/5 ★

Read Reviews (3)

call analytics

4.03/5 ★

Read Reviews (2)

67+ more Business Use Cases

Our AI advisor, Wyz, harnessed 12627 insights from peers and experts to help you assess how these Twilio use cases fit your Customer Experience Management needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS

G Scott

Director of Marketing Analytics

Vacasa

We don't want our guests to remember a family vacation for that one thing that went wrong. We want to help guests make great memories, so our platform solves any need that might arise either before, during, or after their trip— especially making sure they have a smooth booking experience. Testimonial By G Scott

Chris McGrath

IT Program Manager

Marks & Spencer

We were able to prototype a solution in just four weeks and put it to the test during our busiest retail days of the year. Testimonial By Chris McGrath

Anne Byrne

Backend Engineer Customer Experience Team

Deliveroo

Twilio is a cost efficient and simple way to test the feasibility of new features. We ended up choosing Twilio’s API for WhatsApp because it meant we could focus on the product, not on the complex requirements of WhatsApp’s infrastructure. Testimonial By Anne Byrne
CUSTOMERS TESTIMONIALS

G Scott

Director of Marketing Analytics

Vacasa

We don't want our guests to remember a family vacation for that one thing that went wrong. We want to help guests make great memories, so our platform solves any need that might arise either before, during, or after their trip— especially making sure they have a smooth booking experience. Testimonial By G Scott

Chris McGrath

IT Program Manager

Marks & Spencer

We were able to prototype a solution in just four weeks and put it to the test during our busiest retail days of the year. Testimonial By Chris McGrath

Anne Byrne

Backend Engineer Customer Experience Team

Deliveroo

Twilio is a cost efficient and simple way to test the feasibility of new features. We ended up choosing Twilio’s API for WhatsApp because it meant we could focus on the product, not on the complex requirements of WhatsApp’s infrastructure. Testimonial By Anne Byrne

Case Studies

COMPANY CASE STUDIES
Case Study Lyft

How Lyft uses Twilio flex to build trust and deliver exceptional rider and driver experiences.

Read More
Case Study Coca-Cola Enterprises

How Coco-Cola Enterprises Coordinates repairs for 600,000 machines across Europe using Salesforce and Twilio

Read More
Case Study American Red Cross

How The American Red Cross staffs volunteers 50% faster using Twilio SMS

Read More

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.

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 .

What are the top features of Twilio?

Alerts: popups & Notifications, Recording and bot are some of the top features of Twilio.

Who uses Twilio?

Twilio is used by Hospitality, Pharmaceuticals and Financial Services among other industries.

What are Twilio alternatives?

Genesys Cloud, Tenfold, Oracle Advertising And Customer Experience (CX) and Ushur are popular alternatives for Twilio.

Where is Twilio located?

Twilio is headquartered at 375 Beale Street, Suite 300, San Francisco, CA 94105.

Popular Business Setting

for Twilio

Top Industries

  • Hospitality
  • Pharmaceuticals
  • Financial Services

Popular in

  • Small Business
  • Enterprise
  • Mid Market

Peers used Twilio to Acquire customers and Enhance customer relationships

Peer and Expert Opinion on Features

for Twilio

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
Alerts: popups & Notifications

3.55/5 ★

Read Reviews (285)
Recording

3.69/5 ★

Read Reviews (270)
bot

4.03/5 ★

Read Reviews (218)
Personalization

4.09/5 ★

Read Reviews (210)
Dashboard

1.73/5 ★

Read Reviews (183)
FEATURES RATINGS AND REVIEWS
Alerts: popups & Notifications

3.55/5 ★

Read Reviews (285)
Recording

3.69/5 ★

Read Reviews (270)
bot

4.03/5 ★

Read Reviews (218)
Personalization

4.09/5 ★

Read Reviews (210)
Dashboard

1.73/5 ★

Read Reviews (183)

IT and Other Capabilities

for Twilio

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Import

3.11/5 ★

Read Reviews (803)
Data Export

2.72/5 ★

Read Reviews (685)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Import

3.11/5 ★

Read Reviews (803)
Data Export

2.72/5 ★

Read Reviews (685)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Email Support

4.14/5 ★

Read Reviews (126)
Phone Support

3.85/5 ★

Read Reviews (339)
24/7 Support

3.68/5 ★

Read Reviews (918)
Chat Support

3.68/5 ★

Read Reviews (85)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Email Support

4.14/5 ★

Read Reviews (126)
Phone Support

3.85/5 ★

Read Reviews (339)
24/7 Support

3.68/5 ★

Read Reviews (918)
Chat Support

3.68/5 ★

Read Reviews (85)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.71/5 ★

Read Reviews (166)
Analytics

4.05/5 ★

Read Reviews (303)
Custom Reports

2.98/5 ★

Read Reviews (721)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.71/5 ★

Read Reviews (166)
Analytics

4.05/5 ★

Read Reviews (303)
Custom Reports

2.98/5 ★

Read Reviews (721)

Software Failure Risk Guidance

?

for Twilio

Overall Risk Meter

Low Medium High

Top Failure Risks for Twilio

Vendor Profile Details

Company Name

Twilio

Year Founded

2008

HQ Location

375 Beale Street, Suite 300, San Francisco, CA 94105

Employees

1001-5000

Social

Financials

IPO