We are happy to share some insights about Twilio drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
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 vendor selection process for contact center suites. We evaluated Twilio and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Twilio as a vendor of Merit, ranking 19th in the overall research with a 47.3% performance. Twilio’s best performance came in Customer Experience 
at 61.3%, ranking 18th, due in part to its 10th-place ranking in Validation. In Product Experience, Twilio placed 18th at 44.1% due to low performance in Capability. Twilio did not participate in the RFI process.
Twilio’s Product Experience was impacted by its 27.5% performance in Capability, where it could advance its automation and self-service in its product. Customer Experience was impacted by its 57.0% performance in TCO/ROI, where it could show better documentation on the tools available to calculate TCO. Twilio performed best in Product Experience, notably in Reliability, where its 78.5% performance was due to the methods available to manage performance and scalability. In addition, Twilio’s dedication to customer commitment in the organization led to its 65.6% performance in Validation.
In the Agent Management Buyers Guide, our analysis classified Twilio as a vendor of Merit, ranking 17th in the overall research with a 48.7% performance. Twilio’s best performance came in Customer Experience at 61.3%, 
ranking 17th, due in part to its ninth-place ranking in Validation. In Product Experience, Twilio placed 17th at 45.6% due to low performance in Capability. Twilio did not participate in the RFI process.
Twilio’s Product Experience was impacted by its 27.6% performance in Capability, where it could start to build out capabilities around automation and self-service to meet the standard of the market.
Customer Experience was impacted by its 57.0% performance in TCO/ROI, where it could better demonstrate value from investments in improving TCO/ROI. Twilio performed well in Validation, where its 65.6% performance was due to its strong customer commitment and positive use cases. In addition, Twilio’s uptime record and performance SLAs and led to its 78.5% performance in Reliability. Appropriately for a platform focused on developers, Twilio scored well on the scope and functionality of available APIs and measures of user configurability.
Twilio did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on Twilio Flex, v. 2.3.3 and was available in July of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
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