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4.8 out of 5
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MM
Mircheta M.
Software Developer
Small-Business(50 or fewer emp.)
What do you like best about Twilio Flex?
Twilio is one of the best platforms that exist for the development of new technologies and for communication in general. twilio I like it because its service is useful and very easy to use after it adapts to the system. I also like the great variety of ways in which to write a code in Twilio, thanks to that I can make it much more personalized and thus manage the Calls in a better way I love the diversity of options available for connectivity and it is that Twilio has a stable connection, no matter if the Internet is slow or poor or if you connect from mobile devices, the connection is always stable. Another great thing is that I can program the voice function separately and, at the same time, I can keep a record of it. Another thing I love about this system is that it can directly involve the SIP trunking within the Twilio platform. It is one of the most avant-garde and innovative platforms that exist, in fact, it is one of the only ones that offers so many services grouped into one and the quality of the service cannot be questioned. The best thing about this service is that it provides me with the best tools to make my job the best. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
twilio seems to me a great platform the only problem I have had with them is with their technical support since they take a long time to answer the questions last once they answered me for a week and it was a waste of time waiting for them to answer me. Review collected by and hosted on G2.com.
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32 Twilio Flex Reviews
4.0 out of 5
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UO
Verified User in Outsourcing/Offshoring
Small-Business(50 or fewer emp.)
What do you like best about Twilio Flex?
It's simplicity when it comes to the agent interface. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
Too complex when it comes to reporting. For live SMS interactions you can't go to a full screen if it's within an integration Review collected by and hosted on G2.com.
LB
Leslie B.
Member support specialist
Small-Business(50 or fewer emp.)
PS
Patricia S.
Small-Business(50 or fewer emp.)
What do you like best about Twilio Flex?
What I like most about Twilio Flex is the simplicity of the design. It has easy and quick functions to operate generates sales to its fullest potential. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
What I dislike about Twilio Flex is the bugs it has. When there's no response for 5 minutes with the customer, an auntomatee message will send to the system. Generally, this happens during the "recaps" portion, where it takes them a while to read it all. If you send another chat, the second system message will send after 3 additional minutes and close down on the chat, thus losing the sale. I've found to send another chat before the 5 minutes hits to avoid the issue. Review collected by and hosted on G2.com.
BR
Bruna R.
Enterprise(> 1000 emp.)
What do you like best about Twilio Flex?
Agent experience, it has a very easy interface and its integration with Zendesk is great. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
The reports are a little confuse sometimes and its integration with WFM platforms is not the best. Review collected by and hosted on G2.com.
AI
Verified User in Insurance
Mid-Market(51-1000 emp.)
What do you like best about Twilio Flex?
I did like that I was able to see the wavelengths of the calls from both parties, so it was easy to decipher who said what on the recorded line. It was also easier to visually see the hold times and masked periods of a call. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools. Review collected by and hosted on G2.com.
LA
Luis Fernando A.
Team Leader
Mid-Market(51-1000 emp.)
What do you like best about Twilio Flex?
Multichannel service platform that allows integration with internal CRM systems or those of other vendors. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
Very slow, even on more stable internet networks. Some bugs such as Call is stuck and user is not able to disconnect, chat does not load on the user's screen, and failures to transfer calls. Review collected by and hosted on G2.com.
KF
Kevin F.
Senior CX Operations Manager
Mid-Market(51-1000 emp.)
What do you like best about Twilio Flex?
Omni channel support and reporting is great. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
Every little change needs engineering support, impossible to customize on the fly or adjust schedules for holidays. Review collected by and hosted on G2.com.
SO
Serena O.
Product Operations Specialist
Enterprise(> 1000 emp.)
What do you like best about Twilio Flex?
I like how Twilio Flex affords us with the ability to automate engagement with our customers on non-traditional platforms like WhatsApp and Telegram. This has often meant faster response times from our customers, since the aforementioned platforms are where they are most available, during the course of the day. Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
Twilio Flex can obviously do with providing us with better analytical data, as it regards how our customers engage with our contents. I do not expect this to be near-perfect any moment from now though. Review collected by and hosted on G2.com.
UI
Verified User in Insurance
Small-Business(50 or fewer emp.)
YA
Yukti A.
contact center agent
Mid-Market(51-1000 emp.)
What do you like best about Twilio Flex?
i like the ease of CRM integration, available agents, transfer, and route to calls to any other available agents. As an admin I can also see how my agents are doing and create dashboards based on the performance Review collected by and hosted on G2.com.
What do you dislike about Twilio Flex?
Nothing to dislike! It is the best! I wish Twilio would be more popular so others can see the importance! Review collected by and hosted on G2.com.
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