What is Twilio Flex?

Twilio Flex is an adaptable cloud-based contact center solution that empowers businesses with complete autonomy over their deployment strategies. Currently supporting more than half a million agents, Twilio Flex is driving digital transformation by liberating organizations from the constraints of traditional call centers, all within a single robust platform.

Users of Flex have experienced reductions in handle times of up to 38% by enabling agents to access personalized information from a variety of backend systems, such as CRM, payment processing, service ticketing, and more. By providing agents with relevant and contextual data at their fingertips, you can enhance hyper-personalization and ensure an exceptional customer experience.

Explore the comprehensive documentation, sample code, and development tools that are essential for customizing the contact center to meet your specific requirements. Whether you're launching an outbound call, facilitating a warm transfer, or observing agent performance, our detailed guides will equip you with the necessary context to maximize the benefits of Flex's existing framework, ultimately leading to improved operational efficiency and customer satisfaction.

Pricing

Price Starts At:
$1.00/user
Price Overview:
$1 per active user hour / $150 named user pricing
Free Trial Offered?:
Yes

Integrations

Offers API?:
Yes, Twilio Flex provides an API
All Twilio Flex Integrations
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Screenshots and Video

Play Video Twilio Flex Screenshot 1 Twilio Flex Screenshot 2

Company Facts

Company Name:
Twilio
Date Founded:
2008
Company Location:
United States
Company Website:
www.twilio.com/en-us/flex
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Product Details

Deployment
SaaS
Training Options
Documentation Hub
Online Training
Webinars
On-Site Training
Support
24 Hour Support
Web-Based Support

Product Details

Target Company Sizes
Individual
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
Target Organization Types
Mid Size Business
Small Business
Enterprise
Freelance
Nonprofit
Government
Startup
Supported Languages
English

Twilio Flex Categories and Features

Workforce Optimization (WFO) Software

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

Live Chat Software

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

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 Experience Software

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

Customer Engagement Software

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

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

Contact Center as a Service (CCaaS) Provider

Contact Center Quality Assurance Software

Cloud Communication Platform Software

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

Call Monitoring Software

Call Center Infrastructure (CCI) Software

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

More Twilio Flex Categories

Twilio Flex Customer Reviews

Write a Review
  • Reviewer Name: Adoba Y.
    Position: Product
    Has used product for: 1-2 Years
    Uses the product: Daily
    Org Size (# of Employees): 1 - 25
    Feature Set
    Layout
    Ease Of Use
    Cost
    Customer Service
    Would you 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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