Independent platforms
Twilio Reviews
Independent review platforms reveal a mix of praise and criticism. Before choosing a proven SaaS solution, see how twilio.com truly measures up in the eyes of real users.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | ⭐ 4.4 | 490 |
| G2 | ⭐ 4.2 | 482 |
| Gartner | ⭐ 4.3 | 155 |
| GetApp | ⭐ 4.4 | 490 |
| Glassdoor | ⭐ 3.8 | 1892 |
| GoodFirms | ⭐ 4 | 1 |
| Software Advice | ⭐ 4.4 | 490 |
| Trustpilot | ⭐ 1.1 | 685 |
| TrustRadius (out of 5) | ⭐ 3.9 | 226 |
| Weighted Average Rating | 3.7 |
Twilio Social Media
Twilio Traffic & Engagement
Curious how users actually find and interact with Twilio? The table below breaks down traffic sources, user engagement, and key site metrics to reveal how twilio.com attracts and retains its audience.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 4,138,928 | 8 | 456 | 0.36 | 52.66% | 35.19% | 0.32% | 11.17% | 0.08% | 0.57% |
Supported Integrations
Twilio seamlessly connects with popular platforms like Slack, Salesforce, and Zendesk, ensuring your Call Management system works effortlessly with your existing sales and marketing tools.
- Salesforce
- Zendesk
- Slack
- HubSpot
- WhatsApp Business API
- Facebook Messenger
- Google Sheets
- Pipedrive
- Typeform
- Mailchimp
Twilio Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Before we dive into the feature breakdown, let’s take a closer look at what Twilio actually delivers.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | yes |
| Vanity Numbers | – |
| Toll-Free Numbers | yes |
| Real-Time Reporting | yes |
| Professional Recordings | – |
| Interactive Voice Response (IVR) | yes |
| Call Recording | yes |
| Call Analytics | yes |
| Call Tracking | yes |
| Call Filtration | yes |
| Automatic Call Distribution (ACD) | yes |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
Twilio’s Speech Recognition API lets organizations add powerful speech recognition to their products and services. This includes real-time transcription, voice search, and interactive voice response (IVR) features that make the user experience smooth and easy.
Toll-Free Numbers
Twilio provides consumers with access to toll-free lines in the US and worldwide. This means that customers can call companies for free, making it much easier for people to get in touch with businesses and increasing customer satisfaction worldwide.
Real-Time Reporting
Twilio’s Voice Insights and Workload Reporting provide organizations with detailed, real-time information about call quality and agent activity. This lets them quickly fix problems and improve the operation of their contact centers.
Interactive Voice Response (IVR)
Twilio’s current IVR solutions, built using Studio’s visual editor, enable customers to use AI to assist themselves and route calls more efficiently, reducing the need for agents and enhancing the overall customer experience.
Call Recording
Twilio lets you record all of your PSTN, WebRTC, and SIP Trunking conversations in full. You can record in two channels, store the recordings securely, and retrieve them easily using the Console or API for compliance and analysis.
Call Analytics
With Twilio Voice Insights, businesses gain deep, data-driven understanding of call performance, including critical metrics like jitter and latency, enabling proactive troubleshooting and informed decisions to enhance call quality and user experience.
Call Tracking
Call tracking from Twilio makes it easy for organizations to track outbound programmable voice calls in real time. They can see the status of calls (queued, ringing, in process, finished) and use that information to create comprehensive analytics on call performance.
Call Filtration
Twilio has ways to filter calls, such as using Add-ons from its Marketplace to restrict spam calls based on reputation ratings. This significantly improves call quality and reduces annoying interruptions.
Automatic Call Distribution (ACD)
Twilio’s TaskRouter, which is used in Twilio Flex, is a sophisticated Automatic Call Distributor (ACD) that automatically sends incoming calls and other tasks to the best agents based on their skills and the importance of the assignment. This makes things go more smoothly and makes customers happier.
Average Performer in Call Management: While it provides basic call management features, Twilio lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Twilio Call Tracking Review
Twilio, a leader in global communications, enables businesses to connect with customers across various digital platforms. With offices in 17 countries and clients like BMW, Sprint, and McDonald’s, Twilio offers a robust API that simplifies daily operations for telecom companies. It supports customer growth and enhances relationships.
Twilio has grown popular recently, with over 5 million developers and around 200,000 companies using their services to improve customer interactions and overall communication strategies.
1. Twilio: Overview
Expert Score: 60 out of 79
Short Description: Twilio is a sophisticated platform primarily designed for developers, which can be daunting for non-technical users. Its advanced functionalities and robust AI are standout features, but its call-tracking capabilities are somewhat restricted. To fully utilize its capabilities, integrations, thorough documentation, and coding are necessary, which may be demanding. It is ideally suited for organizations that possess technical know-how.
Customer Experience and Ratings: Twilio enjoys strong customer ratings, earning a 4.5 from over 444 reviews on Capterra and a 4.2 out of 467 reviews on G2. Users appreciate its automation capabilities and flexible pay-as-you-go payment model. However, some have noted challenges in accessing technical support and the platform’s less user-friendly interface.
Pricing: Contrary to other VOIP providers, Twilio uses the Pay-as-you-go pricing model. This allows clients to only pay for services they use, which might be more convenient, transparent, and affordable in the long run.
| Top call tracking solution | Twilio | CallRail | Phonexa |
| Inbound Call (per minute) | $0.08 | $0.05 | $0.035-0.05 |
| Outbound Call (per minute) | $0.01 | $0.05 | $0.02-$0.05 |
| Phone Number (per line) | $1.00 | $3.00 | $1.50 |
| Voicemail (per minute) | $0.002 | $0.003 | $0.001 |
| Min price (per month) | $0.00 | $45.00 | $100.00 |
2. Twilio: Features and Integrations
Twilio offers a broad array of features tailored specifically for various industries, including finance, retail, hospitality, and healthcare. Each sector can find a Twilio package that fits its unique needs.
This innovative developer platform has immense potential. It allows for programming messages and calls to be received, monitored, and responded to via voice. Other notable features include email automation template optimization, HTML editing, A/B testing, click-through rate analytics, and multi-device testing.
3. Twilio: Comparison to the Call Tracking Market Leaders
Although Twilio has certain limitations, such as lacking keyword-level attribution and automated tagging, it remains one of the most popular call-tracking solutions. The table below details both basic and advanced features, illustrating how each call-tracking capability is handled by Twilio compared to the two leading call-tracking providers.
4. Twilio.com: Pros and Cons
Pros
Cons
