We are happy to share some insights about Twilio drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined
In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated Twilio in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the Digital Communications Platform Buyers Guide, our analysis classified Twilio as an overall Leader and Exemplary, receiving an overall grade of A with a 90.6% performance.
Twilio’s A grade in Product Experience was impacted by its A in Manageability, where it has some room for improvements in the breadth and depth of technology administration capabilities. Customer Experience was impacted by its A- in Validation, where it could improve the level of detail on its overall support to the customer experience.
Twilio performed best in Product Experience with an A grade, notably in Adaptability, receiving an A+ due to the availability of large customization options and integration leveraging best-in-class APIs make it a strong choice for buyers. In Adaptability, pre-built options, workflow and scheduling support further strengthen its grade in this category. Twilio’s strong showcase of its TCO calculation, benefits achieved and customer references led to its A in TCO/ROI.
Twilio did not meet the inclusion criteria for the Digital Communications Overall, Digital Communications Basic Suite or Digital Communications Premium Suite Buyers Guides and thus was not included.
This assessment was based on Twilio CPaaS with Twilio MessagingX and Twilio Engage, v. March 2024, and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
Digital Communications Platform
Digital Communications Premium Suite