Twilio Flex Logo
Twilio Flex Logo
Twilio

Twilio Flex

Composite Score
7.6 /10
CX Score
7.5 /10
Category
Twilio Flex
7.6 /10

What is Twilio Flex?

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.

Company Details


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Awards & Recognition

Twilio Flex won the following awards in the Contact Center as a Service - Midmarket category

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Twilio Flex Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Twilio Flex.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

92 Plan to Renew

6
Since last award

80 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Twilio Flex?

5% Negative
2% Neutral
93% Positive

Pros

  • Altruistic
  • Security Protects
  • Helps Innovate
  • Unique Features

Feature Ratings

Average 83

Multi Channel Intake Integration

87

Knowledge Management

87

Call Recording

85

Screen Prompts

83

Workforce Management

83

Skills Based Routing

82

Contact Center Analytics

81

Contact Center Compliance Management

80

Multi Channel Queue Management

80

Ticket Management

80

Call Scripting and Call Flow Management

79

Vendor Capability Ratings

Average 81

Ease of IT Administration

85

Ease of Customization

84

Quality of Features

83

Ease of Implementation

81

Business Value Created

81

Usability and Intuitiveness

81

Breadth of Features

80

Vendor Support

80

Product Strategy and Rate of Improvement

80

Ease of Data Integration

78

Availability and Quality of Training

77

Twilio Flex Reviews

Decker S.

  • Role: Sales Marketing
  • Industry: Banking
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2025

Twilio Flex will enhance your life!

Likeliness to Recommend

10 /10

What differentiates Twilio Flex from other similar products?

The software is modern and easy to use. It made work easier for everyone in how we track clients, review calls, and helped in increasing sales.

What is your favorite aspect of this product?

My favorite aspect being able to track and review my calls.

What do you dislike most about this product?

There is nothing I dislike about the product.

What recommendations would you give to someone considering this product?

I would recommend them to try it out because it will help with running their organization 100 times better.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Mohammed Danish Azim S.

  • Role: Information Technology
  • Industry: Engineering
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2025

Liked the product needs fast UI

Likeliness to Recommend

8 /10

What differentiates Twilio Flex from other similar products?

Networking

What is your favorite aspect of this product?

Monitoring capabilites

What do you dislike most about this product?

Slow user interface

What recommendations would you give to someone considering this product?

It's a good product, has networking and monitoring features

Pros

  • Helps Innovate
  • Unique Features
  • Caring
  • Fair
  • Role: Information Technology
  • Industry: Finance
  • Involvement: IT Development, Integration, and Administration
Validated Review
Anonymous Reviewer

Submitted Apr 2025

A great product

Likeliness to Recommend

8 /10

Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Unique Features

Cons

  • Charges for Enhancements

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