Home/Call Center Software/Twilio Flex
Updated on: September 22, 2020
What is Twilio Flex ?
Twilio Flex - Call Center Software : SaaSworthy.com
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76% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Twilio Flex

The first fully-programmable contact center platform
(256 Ratings) Write Review

Twilio Flex is a fully programmable cloud contact center Platform. Flex delivers what you need to run an enterprise contact center out-of-the-box. Deploy and customize discrete components to match your exact business needs without deciding between build or buy. Use ready-made programmable building blocks you can add, remove, or change to craft the contact center that serves your unique business needs.

Twilio Flex Features Show All Features

Twilio Flex Technical details

Support 24/7 (Live rep) Online Customer Type Large Enterprises Medium Business
API Location / Phone Number California, United States
Deployment SaaS/Web/Cloud Category Call Center Software

Twilio Flex Pricing

Pricing ModelFree Trial , Subscription
Active User Hour Plan
$1 /User

You only pay for the time users are active

Features

  • Call Logging
  • Call recording
  • Escalation Management
  • Inbound Call Center
  • Queue Management
  • Reporting/Analytics
  • Real-time Chat
Named User Plan
$150 /User/Month

Named user pricing offers you predictable pricing so you can plan your contact center utilization

Features

  • Call Logging
  • Call recording
  • Escalation Management
  • Inbound Call Center
  • Queue Management
  • Reporting/Analytics
  • Real-time Chat
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Disclaimer: The pricing details were last updated on 04/02/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Twilio Flex FAQs

Twilio Flex is Call Center Software. Twilio Flex offers the following functionalities:

  • IVR Support
  • Queue Management (Calls)
  • Live Chat
  • Inbound Call Center

Learn more about Twilio Flex features.

The pricing for Twilio Flex starts at $1.00 per user. Twilio Flex has 2 different plans:

  • Active User Hour Plan at $1.00 per user.
  • Named User Plan at $150.00 per user per month.

No, Twilio Flex does not offer a free plan.

Learn more about Twilio Flex pricing.

Yes, Twilio Flex provides API.

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Twilio Flex Reviews

OVERALL RATING
3.1
Based on 256 Rating(s)
Rating Distribution
  • 60.9 %
  • 16.8 %
  • 6.6 %
  • 3.1 %
  • 12.5 %
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FranklinSource : trustpilot.com
(Reviewed on 01 August 2020)
Good service

Good service, i like a lot.

...more
User in Public SafetySource : g2crowd.com
(Reviewed on 27 October 2019)
"great to monitor the work habits of my team"

What do you like best?

Easy to see my team in one place, when they log in and out and what call status they are in. Also easy to listen live.

What do you dislike?

Need the ability to listen live to an outbound call, other than that we have the functionality that we need from twilio

Recommendations to others considering the product:

make sure you get the most out of all the features because there are plenty to utilize. there really isnt anything you cant monitor as far as phone calls, queue stats, etc

What problems are you solving with the product? What benefits have you realized?

Monitoring team performance real time, seeing the call queues and measuring volume, reporting is also easy to pull and export to excel to share out with the team.

...more
Jermain ScottSource : trustpilot.com
(Reviewed on 20 November 2018)
Twilio customer service is horrible.

UPDATE: To be fair Twilio did come through and apologized for the way the issue was handled. I was contacted by several representatives, including the department head that promised to take steps to make sure this does not happen again. ______________ORIGINAL POST:My company's phone system has been down for 5 days now. 5 DAYS!!!! After about 2 day they finally replied to my support ticket saying they took a look at my account and I need to reset my password and token, when that is not even the damn issue. I wrote back explaining the issue and no reply. CAN ANYONE IMAGINE THERE MAIN LINE OF COMMUNICATION WITH CUSTOMERS BEEN DOWN FOR 5 DAYS AND YOU CANNOT GET ANY HELP?!!!! TWILIO YOUR CUSTOMER SERVICE IS HORRIBLE!!!Customers should NOT have to pay $250+ for good customer service. I'm not standing for it. Customer service comes with the purchase of the product. The American Way.

...more
Source : g2crowd.com
(Reviewed on 18 October 2018)
"Amazing"

What do you like best?

Flex is the complete product that can be modified to meet specific business needs. This is the first product that is flexible enough that can be molded around business processes in the contact center

What do you dislike?

At this point it looks like that out of box user interface is not user friendly for non developer staff. I believe that company can build a wrapper around specific admin/supervisor functions, but it would be great if we can have something out of box

What business problems are you solving with the product? What benefits have you realized?

We are system integrator. We are positoning flex to different customer base

...more
Source : g2crowd.com
(Reviewed on 17 October 2018)
"Best thing since Adobe Flex"

What do you like best?

I like that the TaskRouter allows routing both in buckets AND to agents based on specific criteria in a time based waterfall timeout mechanic. I like how we can dynamically add components and tabs to the agent UI to beta test and experiment with features without screwing up the core flow

What do you dislike?

I dislike that I couldn't get my hands on it sooner. There are some good tutorials in the docs but not enough.

Recommendations to others considering the product

Do it. The possibilities are endless. The only limitation is your imagination. and budget.

What business problems are you solving with the product? What benefits have you realized?

We're solving the problem of routing based on queues and routing customers to their previous agent. We're using channels to get SMS and Facebook and WhatsApp to agents so they can communicate wherever our customers are.

...more
TerrySource : trustpilot.com
(Reviewed on 11 August 2018)
Excellent services and support

Excellent services and support. After failing by using SMSGlobal we turned our messages to Twilio and everything is great so far

...more
Morten H.Source : trustpilot.com
(Reviewed on 16 July 2018)
Excellent company and good customer…

Excellent company and good customer service from especially Cynthia.

...more
Michael JonesSource : trustpilot.com
(Reviewed on 15 March 2018)
Consistent product, and good pricing

Consistent product, and good pricing

...more
Source : g2crowd.com
(Reviewed on 30 January 2019)
"Efficient and User Friendly , two thumbs up!!!"

What do you like best?

Excellent services and support. After failing by using SMSGlobal we turned our messages to Twilio and everything is great so far

What do you dislike?

none so far , everything works like charm

Recommendations to others considering the product

The customer service staff can always timely respond to our questions and the service has been very reliable.

What business problems are you solving with the product? What benefits have you realized?

create built-in messaging voice and video call, and authentication tools in custom applications.

...more
Matias SSource : g2crowd.com
(Reviewed on 30 January 2019)
"Cloud communications platform programing"

What do you like best?

i like because they build what you wont SMS, Voice & Messaging applications on an API built for global scale. it give solution for all problem .

What do you dislike?

i must be more simple to use and have low prince

Recommendations to others considering the product:

i recomend to use beacuse offer good support and usefull thing for lot of company

What problems are you solving with the product? What benefits have you realized?

i work an a call center and use before voip is with hight quality and can buy number for outgoing call

...more
Read All Reviews

Videos on Twilio Flex

Getting Started with Twilio Flex
Getting Started with Twilio Flex
Quickly Deploy a Cloud Contact Center Using Twilio Flex
Setting Up for Twilio Flex Plugin Development

Twilio Flex Screenshots

Twilio Flex Demo - Twilio Flex - Chat
Twilio Flex Demo - Twilio Flex - Skilling
Twilio Flex Demo - Twilio Flex - Supervisor
Twilio Flex Demo - Twilio Flex - Call
Twilio Flex Demo - Twilio Flex - Chat
Twilio Flex Demo - Twilio Flex - Chat
Twilio Flex Demo - Twilio Flex - Skilling
Twilio Flex Demo - Twilio Flex - Supervisor
Twilio Flex Demo - Twilio Flex - Call