Twilio Flex Pricing, Features, Reviews & Comparison of Alternatives

Twilio Flex

Fully programmable cloud contact center platform

4.56/5 (213 reviews)

Twilio Flex overview

What is Twilio Flex?

Twilio Flex is a fully programmable cloud contact center solution which allows companies to instantly deploy an omnichannel contact center and customize discrete components including interaction routing, communication channels, workflows, UI and reporting to meet the unique needs of the organization. Companies can reach their customers on any channel they prefer including voice, video, and rich messaging, and agents can seamlessly switch from channel to channel.

With Twilio Flex, organizations can build and run an enterprise contact center that matches their exact business needs by adding, removing, or customizing the out-of-the-box components, and configuring the contact center on a granular level. Two-way integration allows users to send and receive data from external CRM, WFO and WFM tools to manage all customer interactions via a single interface. Attribute-based routing enables users to control calls programmatically by modifying routes based on skills, machine-learning logic, or steps in the customer journey using the TaskRouter tool. Users can create an intelligent workflow engine using Studio, Twilio’s visual drag and drop workflow editor, and pipe data from custom sources using the API.

Twilio Flex supports various communication channels including voice, video, and rich messaging, allowing agents to switch from a phone call to video chat, and manage interactions across various web and mobile environments, from a single UI. Users can also add new channels from the Flex Marketplace using pre-built integrations from third parties. Flex’s omnichannel capabilities allow agents to seamlessly follow a conversation across multiple channels, without losing the context. Flex analytics include real-time and historical dashboards to help users improve agent, administrator, or supervisor performance, and enable users to monitor agent interactions in real time across any channel.

Pricing

Starting from
$150/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe, Germany

Supported languages

English
Twilio Flex screenshot: View, manage and search for contacts within the directory and make calls with a clickIntroducing Twilio StudioTwilio Flex screenshot: Deploy and customize discrete components to match exact business needs without deciding between build or buyTwilio Flex screenshot: Every aspect of the Flex platform is customizable, from call routing to the color of an agent’s desktop UITwilio Flex screenshot: Monitor and manage the contact center in real time with critical data to improve agent performance and efficiently distribute tasks Twilio Flex screenshot: Add new channels and optimize the contact center performance with native WFO toolsTwilio Flex screenshot: Monitor agent interactions in real time on any channel and control granular and high-level contact center performanceIntroducing Twilio Flex: The contact center platform you’ve been waiting for

Twilio Flex reviews

Value for money
Features
Ease of use
Customer support
  4.3
  4.6
  4.2
  4.3
Renan Savidan

The "magical" DIY (Do It Yourself) communication system

Used daily for 2+ years
Reviewed 2019-05-19
Review Source: Capterra

After 2 years using Twilio services, mainly phone and messages, I can say I am so happy I found this solution to handle my communications. It is so flexible, Although it has been a little bit complicated sometimes to self-learn about online phoning systems it saved me from a lot of hassles I wanted to avoid. The best benefit you get is the ultra efficient support service

Pros
With Twilio you can start from scratch to build your own online communication system. I didn't know so much about VOIP before and it is true I had to learn a few things. So far I have been able to use my Twilio french mobile number fully online even whenI need to travel abroad - with all mobile services you can expect (voice, SMS, MMS). The pricing is light and the global user interface makes the whole systme pretty easy to manage. I only use a few features from the platform but the possibilities are huge ! And they are always working on new services. And as Twilio is now really recognized as a communication company you can find additional software apps very easily and even documentation, I am thinking of the softphone app I am using on my mobile or desktop for instance.

Cons
I could customize a personal solution because I had time to test different options and as a developer I could code stuffs if needed. I am not sure everybody can do the same without technical skills.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Brandon Mushlin

Powerful Control of Marketing & Data Analytics For Text, SMS & Video Sending

Used daily for 1-2 years
Reviewed 2019-12-10
Review Source: Capterra

Wonderful people, always replay within a few hours of my late-night support emails. Reducing the bills is fantastic, and the tool plugs and plays with everything else nicely. Super happy with them for sure!

Pros
Love their COSTS... Some of the lowest in the industry, gives better control of budget. Utilizing Twilio we were able to navigate away from other tools that were costing us hundreds of dollars a month in per minute or per text overage fees. Provides more numbers at a cheaper cost per month by far, the whole system is powerful, inclusive, integrative of all tools and solutions through zapier and webhooks, and just a powerful system.

Cons
The UXI is a little heavy, when creating sub accounts and viewing the analytics, it is so powerful you can get lost, but that is a very minimal issue for I am sure someone with more knowledge can fly through the site and know what they are looking for much faster.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Medi Matovu

verification

Used daily for free trial
Reviewed 2020-04-21
Review Source: Capterra

Still stuck on a WhatsApp integration because facebook won't authorize a company's facebook page despite sharing the company legal forms/requirements. The whole process was smooth until we had to come to a stand still because of this. Would be great if some of this pain is either waived or taken care of since we had a paid Twilio number already.

Pros
Documentation is well presented with a very generous trial period and account. This offers ample build time and usability period to run proper production simulation before purchasing the commercial product.

Cons
Most of the requirements by Twilio are based on third parties' compliance and response. It would be great if Twilio took lead on some of these if possible, represent or sale this representation so that the client doesn't need to go back and forth to meet various third party requirements. One stop center for a complete solution!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Anonymous

Tyranny of the 2FA gods!

Used daily for 2+ years
Reviewed 2018-02-01
Review Source: Capterra

Authy by Twilio is a run-of-the-mill 2FA app. There's nothing special about it. It works when you're not switching your hardware.

Cons
Customer Support is only available by email, not by phone, and it takes 1-3 days to hear back from them. I was in the process of integrating their OneTouch functionality into a software program I'm designing, and I finally found out why no one else integrates it. It's busted and when you go to click the "Accept" or "Reject" buttons, it gives you an error. Authy support said to reinstall my Authy app, and now I can't get back into the app until 2 days later because of their overbearing security. They refuse to get me out of the bind, and I'm unable to access any of my accounts until they lift the hold. I've learned my lesson and I'm going to use LastPass so they can't hold my accounts hostage anymore for their nefarious purposes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Anonymous

Best Communications API for Voice and SMS

Used weekly for 2+ years
Reviewed 2020-02-17
Review Source: Capterra

Overall, it's highly recommended that every startup or business should go with Twilio as their backbone communications layer. Recently they added more services like email through SendGrid, so it is really powerful.

Pros
Using Twilio services for programmable voice and SMS means that we do not have to build that infrastructure, and can build features on top of that at a quick speed. I like how reliable the services is, which is a major draw and value for money with the costs. At occasional times when there are issues, they are resolved speedily. The team is super friendly, and will always be there to help answer our problems. Otherwise, the API documentation is great and easy to implement.

Cons
It doesn't work or work so well in places like China though, which is understandable. The admin console is largely usable but can include for features for less tech savvy people, understandably, not really their audience.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Twilio Flex pricing

Starting from
$150/month
Pricing options
Free trial
Subscription
View Pricing Plans

Start for free: 5000 active user hours

Active user hour pricing: $1 per active user hour

Named user pricing: $150 per named user per month

Twilio Flex features

API
Activity Dashboard
Alerts / Escalation
CRM Integration
Chat
Instant Messaging
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Third Party Integration
Workflow Management

Automatic Notifications (103 other apps)
Customizable Branding (118 other apps)
Email Integration (98 other apps)
Knowledge Base Management (100 other apps)
Multi-Language (73 other apps)
Support Ticket Management (77 other apps)
Surveys & Feedback (87 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Twilio Flex

Key features of Twilio Flex

  • Real-time chat
  • Queue management
  • Reporting/analytics
  • Call logging
  • Inbound call center
  • CTI
  • Omnichannel
  • Skill-based routing
  • Attribute-based routing
  • WFO
  • Customizable UI
  • Call queues
  • Convert speech to text
  • Phone numbers API
  • Visual workflow editor
  • Channel integrations
  • Compliance management
  • Quality management
  • Programmable
  • GDPR, ISO 27001, PCI
  • Phone numbers for 100+ countries
  • Customize discrete components
  • UI customization
  • Ready-made programmable building blocks
  • Pre-built channel widgets
  • Voice, video, and rich messaging
  • Seamlessly switch from channel to channel
  • Real-time dashboards
  • Native WFO tools
  • In-browser voice (WebRTC)
  • Screensharing
  • Filtered agent groups
  • Monitor / whisper / barge
  • CRM integrations
  • Drag-and-drop flow editor
  • Internal chat
  • Flag for assistance
  • Agent creation / skilling
  • Multi-tasking
  • SSO (SAML)
  • Internationalizable
  • Role-based permissions
  • Intelligent routing
  • Real-time transcription
  • Keyword spotting / phrase detection
  • Alerting
  • Data exports
  • Desktop analytics
  • Customizable historical reporting
  • Compliance
  • Integrations
  • Integrates with all CRMs
  • Use chat as a channel
  • Call record & playback ability
  • Agent performance monitoring and management
View All Features

Benefits

Twilio Flex is infinitely flexible and instantly deployable, allowing users to buy what they need, and build what they want thanks to the fully programmable contact center solution.

Twilio Flex is an omnichannel solution, allowing agents to switch from a phone call to video chat, and manage interactions across various web and mobile environments, from a single UI.

Using Studio, Twilio’s visual workflow editor, users can control every interaction running through Flex by creating a workflow with a simple drag and drop.

Identify areas for improvement across the organization with enterprise level analytics which track data from customer interactions, contact routing, and agent presence.

Integrate any CRM, channel, or data source thanks to Twilio's growing marketplace of third-party custom integrations to power business processes and back-office tasks.