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Twilio - Contact Center

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  • Company Size:SML
  • Features:
  • Platforms:
  • Pricing:

Details

Communications—especially calls, messaging and video—more often than not continues to take place in isolation. But conversations are more productive when they take place in the context of the application, bolstered with relevant information, whether it’s a ride-hailing app, a website for hotel booking, or a support call for a lost credit card.

What kind of context? Everything you know about your customers is sitting in your systems:

  • Custom or enterprise applications such as CRM, workforce management, and other database systems
  • Vertical applications such as banking information systems, retail point of sale or hospitality management systems
  • Mobile apps

Twilio gives businesses the software building blocks to create an integrated communications experience.

Twilio has taken the global telecom network and turned it into a communications API. Developers use web languages they already know to create communications experiences that were previously not possible. Information available in software systems is used to route communications to the right person and even things, over the preferred communication channel.

This way, you can focus your resources and time on tailoring experiences, not building communication capabilities from scratch.

Twilio: Cloud Communications Platform for Developers

The Twilio Cloud Communications platform is three things: 

The Programmable Communications Cloud enables you to embed voice, messaging, video, and authentication capabilities into your applications via simple-to-use APIs. They provide the building blocks and infrastructure so your teams can focus on creating tailored user experiences for your customers.

The Super Network allows your software app to communicate with connected devices globally. It interconnects with communications networks around the world. Twilio continually analyzes data to optimize the quality and cost of communications that flow through our platform.

Business Model for Innovators encourages experimentation. With Twilio, all you need to do is sign up and start building your prototype. You can pay as you go, and scale on demand, no contracts or upfront licensing fees.

The Twilio platform is constantly enhanced so that businesses can keep up with and adapt to changing customer communication preferences. We shipped over 6,000 updates in 2016.

Features

Pricing Model
  • Monthly subscription per user
  • Monthly subscription
  • Yearly subscription per user
  • Monthly site license
  • Yearly site license
  • Metered per minute
  • Flat fee
  • Percentage-based (% of collections or claims)
  • Fee-based (fixed $/claim)
  • Hybrid (combination of % and fixed amount/claim)
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Mobile Apps Offered
  • None
  • iOS
  • Android
Mobile friendly?
  • Yes
  • No
Service Terms Offered
  • Commitment Free
  • Free Setup
  • Free Cancellation
  • Money Back Guarantee
  • Month-to-Month Option
  • Keep Original Number
  • Customizable Plans
  • Account Manager
  • Free In-Network Calls
  • Unlimited Minutes
  • International Calls
  • Reduced Price for Multiple Users
Support Features
  • FAQs Section
  • Tutorials
  • Telephone Support
  • Email Support
  • 24/7 Support
  • Online Chat
  • Forum
  • In-Person Training
  • Social Media
  • Knowledge Base
  • Webinars
Inbound Calling Features
  • Call queuing
  • IVR (Interactive Voice Response)
  • Speech Recognition
  • ACD (Automatic Call Distributor)
  • ANI (Automatic Number Identification)
  • CTI (Computer Telephony Integration)
  • DTMF (Dual Tone Multi-Frequency Signaling)
  • Text-to-speech conversion
  • Skill based routing
Outbound Calling Features
  • Auto dialer
  • Call list imports
  • Campaign Management
  • Outbound IVR
  • Multichannel communications
  • Multiple Initiative Management
Reporting Features
  • Call Logging
  • Monitoring
  • Call Recording
  • Scoring
  • Database Administration
  • Real time reporting
  • Automated Reporting
Social Media Features
  • Alerts
  • Customer Interaction
  • Trend Monitoring
  • Integration with social media sites
System Management Features
  • Forecasting
  • Scheduling
  • Call Scripting
  • Coaching Tools
  • Virtualization
  • Up time assurance
Security/Compliance Features
  • Encryption
  • Data masking
  • Open ID
  • RBAC (Role Based Access Control)
  • Form-based Authentification
  • SAML 2.0 (Security Assertion Markup Language)
  • Custom Single Sign-In
  • Physical Data Center Security
  • Secure Socket Layer (SSL) Connections
  • SSAE SOC 2 Type II Certified
  • TCPA
  • PCI
  • ISO/IEC 27001 Compliance
  • National DNC Compliance
Integrations
  • Salesforce
  • SugarCRM
  • InfusionSoft
  • Microsoft Dynamics CRM
  • TeamSupport
  • MHelpDesk
  • Zendesk
  • Pardot
  • Act-on
  • Spiceworks
  • Netsuite
  • Oracle Marketing Cloud
  • Freshdesk
  • Zoho CRM
Service Level Agreement
  • Yes
  • No

Pricing

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