Home Customer Experience Management Twilio

Twilio: Use-Cases, Insights and Reviews | 2026 Cuspera

Name: Twilio
Brand: Twilio
Rating: 4.57 (12627 reviews)

4.57 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(12627)

Twilio | APIs to create what you imagine, without compromise. APIs simple to use, powerful in production, and endlessly scalable

AI Powered

App Partner

Twilio Overview

Twilio enables global customer connections via preferred channels with powerful communication APIs. Integration for SMS, WhatsApp, voice, and email solutions is quick and efficient.

Use Cases

Customers recommend Communication Management, Engagement Management, Sales Call Management, as the business use cases that they have been most satisfied with while using Twilio.

Other use cases:

Helpdesk Management
Conference Call Management
Training & Onboarding
Advertisement
Collaboration
Workflow Management
Sales Document Management

See all use cases See less use cases

Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Twilio.

Other priorities:

Scale Best Practices
Enter New Markets Internationally Or Locally
Launch New Products
Improve Internal Communications
Improve ROI
Increase Sales & Revenue
Grow Market Share
Build Brand Awareness
Improve Efficiency
Improve Visibility
Improve Digital And Social Presence
Improve Stakeholder Relations
Establish Thought Leadership
Improve Brand Engagement
Manage Risk

See all business priorities See less business priorities

Twilio Use-Cases and Business Priorities: Customer Satisfaction Data

Twilio works with different mediums / channels such as Text SMS. Phone Calls. E-Mail etc.

Twilio's features include Alerts: Popups & Notifications, Recording, Bot, etc. and Twilio support capabilities include AI Powered, Email Support, Phone Support, etc. also Twilio analytics capabilities include Analytics, and Custom Reports.

Reviews

"Twilio really enabled us to respond quickly to a very fluid and challenging situation incorporating all the necessary legal requirements, and COVID regulations as they evolved." - Alberto Hernandez Seco

Twilio, Retently, Genesys Cloud, Oracle Advertising and Customer Experience (CX), Exotel, etc., all belong to a category of solutions that help Customer Experience Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Twilio

Top Industries

Hospitality
Pharmaceuticals
Financial Services

Popular in

Small Business
Enterprise
Mid Market

Twilio is popular in Hospitality, Pharmaceuticals, and Financial Services and is widely used by Small Business, Enterprise, and Mid Market.

Twilio Customer wins, Customer success stories, Case studies

How does Twilio address your Communication Management Challenges?

Twilio provides tools to send and receive text messages, make and receive phone calls, and automate communication workflows. These tools help businesses communicate with customers and manage their operations. Twilio’s services are not available in all areas of the world.

"...Organizing call tracking...." Peer review by Dmitrii S

Read Reviews

How does Twilio facilitate Engagement Management?

Twilio Engagement Management provides tools to communicate with customers through various channels like SMS, Facebook Messenger, and video chat. These tools help track customer interactions and facilitate engaging experiences. However, some users have reported challenges with internal processes related to training and deployment.

"...Engage your customers like never before with SMS, Facebook Messenger, RCS Business Messaging, Line, and more...." Peer review from Twilio

Read Reviews

How can Twilio enhance your Sales Call Management process?

How does Twilio address your Helpdesk Management Challenges?

Twilio offers tools and services to create and manage call centers, integrating voice, messaging, and video calls. These tools allow for the automation of tasks, such as creating call center scripts, and can help connect with customers through various communication channels. Twilio has a support center and sample code to help users get started, but getting help from support can sometimes be difficult.

"...Marks & Spencer reinvents their global call center with Twilio...." Communication APIs for SMS, Voice, Video & Authentication

Read Reviews

How does Twilio facilitate Conference Call Management?

79 buyers and buying teams have used Cuspera to assess how well Twilio solved their Customer Experience Management needs. Cuspera uses 12627 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Experience Management needs.

CUSTOMERS	TESTIMONIALS
Alberto Hernandez Seco Head Of Digital and Technology (Spain) CBRE ESPANA	Twilio really enabled us to respond quickly to a very fluid and challenging situation incorporating all the necessary legal requirements, and COVID regulations as they evolved. Testimonial By Alberto Hernandez Seco
Anthony Velazquez Engineering Manager Lyft	Twilio helps us maintain that human element of connecting in the ridesharing model. Testimonial By Anthony Velazquez
Carl Kennedy Associate Director of IT Development Coca-Cola Enterprises	Twilio made it easy to integrate communications into the workflow of our field service technicians. Testimonial By Carl Kennedy

CUSTOMERS	TESTIMONIALS
Alberto Hernandez Seco Head Of Digital and Technology (Spain) CBRE ESPANA	Twilio really enabled us to respond quickly to a very fluid and challenging situation incorporating all the necessary legal requirements, and COVID regulations as they evolved. Testimonial By Alberto Hernandez Seco
Anthony Velazquez Engineering Manager Lyft	Twilio helps us maintain that human element of connecting in the ridesharing model. Testimonial By Anthony Velazquez
Carl Kennedy Associate Director of IT Development Coca-Cola Enterprises	Twilio made it easy to integrate communications into the workflow of our field service technicians. Testimonial By Carl Kennedy

Twilio Customer Engagement Platform for the Retail Industry - 2023

Frequently Asked Questions(FAQ)

for Twilio

What is Twilio?

Twilio is a cloud communication platform that powers the future of business communications enabling phones, VoIP, and messaging to be embedded into web, desktop, and mobile software. It helps to enter new markets, scale best practices, and acquire customers.

Twilio unites communications and strengthens customer relationships across the business from marketing and sales to customer service and operations using its web service APIs. Twilio deeply understand customers, and solve problems from their perspective and earns trust through every interaction unleashing human potential both inside and outside the company providing key success.

Twilio features include converting text to speech and play audio, record calls and store them, create conferences, API queueing, call queues, convert speech to text, status callbacks and logs, programmable contact center platform, customizable UI, attribute-based routing and plenty more.

What is Twilio used for?

Twilio is a Customer Experience Management Software mainly used by its customers to Acquire Customers and Enhance Customer Relationships by Communication Management, Engagement Management and Sales Call Management .