
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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Altruistic
- Security Protects
- Helps Innovate
- Unique Features
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Multi Channel Intake Integration
Knowledge Management
Call Recording
Screen Prompts
Workforce Management
Skills Based Routing
Contact Center Analytics
Contact Center Compliance Management
Multi Channel Queue Management
Ticket Management
Call Scripting and Call Flow Management
Vendor Capability Ratings
Ease of IT Administration
Ease of Customization
Quality of Features
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Breadth of Features
Vendor Support
Product Strategy and Rate of Improvement
Ease of Data Integration
Availability and Quality of Training
Twilio Flex Reviews

Decker S.
- Role: Sales Marketing
- Industry: Banking
- Involvement: Business Leader or Manager
Submitted Apr 2025
Twilio Flex will enhance your life!
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.

Mohammed Danish Azim S.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2025
Liked the product needs fast UI
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
- Role: Information Technology
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2025
A great product
Likeliness to Recommend
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Unique Features
Cons
- Charges for Enhancements
Please tell us why you think this review should be flagged.
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