Twilio Flex Description

Twilio Flex is the programmable cloud contact center platform that gives your company complete control over how, when and what you deploy. Powering over half a million agents today, Twilio Flex is accelerating digital transformation by freeing companies from the limitations of legacy call centers, all on one powerful platform.

Flex customers have reported lower handle times by up to 38% after giving agents personalized access to information from multiple backend applications - CRM, payment systems, service ticketing, rewards program, navigation on the web, etc. Unlock hyper-personalization by gathering relevant, contextual information at your agents' fingertips so they can deliver the best customer experience.

Find the documentation, sample code, and developer tools needed to tailor the contact center to your unique needs. Whether you're starting an outbound call, initiating a warm transfer, or monitoring agent activity, our guides will provide you the context you need to get the most out of Flex's existing architecture.

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Pricing

Pricing Starts At:
$1.00/user
Pricing Information:
$1 per active user hour / $150 named user pricing
Free Trial:
Yes

Integrations

API:
Yes, Twilio Flex has an API
View Integrations

Reviews - 1 Verified Review

Total
ease
features
design
support
See More Reviews Write a Review

Company Details

Company:
Twilio
Year Founded:
2008
Headquarters:
United States
Website:
www.twilio.com/en-us/flex
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Media

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Product Details

Platforms
SaaS
Type of Training
Documentation
Live Online
Webinars
In Person
Customer Support
24/7 Live Support
Online

Twilio Flex Features and Options

Call Center Software

Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics

Workforce Optimization (WFO) Software

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

Customer Service Software

Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management

Customer Engagement Software

Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content

Customer Experience Software

Action Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Collection
Sentiment Analysis
Survey Management
Text Analysis
Trend Analysis

Live Chat Software

Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers / Routing
Website Visitor Tracking

Cloud Communication Platform Software

Audio / Video Conferencing
Call Center
Call Recording
Call Routing
Chat / Messaging
Fax Management
File Sharing
IVR / Voice Recognition

Customer Communications Management Software

Batch Communications
Chat / Messaging
Content Management
Email Distribution
Interactive Content
Multi-Channel Communications
On-Demand Communications
Personalization
Print Management
Template Management
Video Content

Twilio Flex Lists

Twilio Flex User Reviews

Write a Review
  • Name: Adoba Y.
    Job Title: Product
    Length of product use: 1-2 Years
    Used How Often?: Daily
    Role: User
    Organization Size: 1 - 25
    Features
    Design
    Ease
    Pricing
    Support
    Likelihood to Recommend to Others
    1 2 3 4 5 6 7 8 9 10

    Twilio Flex review

    Date: Dec 19 2022

    Summary: Powerful contact center solution that allows businesses to quickly customize their customer service processes and create an omnichannel customer experience. It is an excellent choice for businesses that require a flexible, scalable, and feature-rich contact center solution. However, the cost of Twilio Flex may make it cost prohibitive for some businesses, and the learning curve may be too steep for some businesses.

    Positive: The omnichannel feature is really good, you can build an omnichannel contact center that supports multiple customer communication channels, such as voice, chat, SMS, and email. This enables you to deliver consistent customer experience across channels and provides customers with the ability to contact customer service from any device.

    Negative: I think the cost might be an issue for some businesses, as its more expensive than other contact center solutions, which may make it cost-prohibitive for some businesses. Additionally, businesses may incur additional costs for other additions.

    Read More...
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