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Benefits of Twilio

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What is Twilio?

Twilio is a cloud communications platform. It’s the customer engagement tool you didn’t know you needed. Twilio is used by over 9 million developers to power more than 200,000 companies, from small family businesses to large renowned companies such as Uber and Airbnb. By using communication API’s, it offers dozens of capabilities to help improve your customer engagement and ultimately, better your business. 

Customers want to connect through the communication channels they use daily. Twilio allows you to do exactly that - interact with your customers through the medium that best suits them. From text messages to emails, calls to videos, voice or chatbots; Twilio provides a customizable interface that works with your business to manage all of your communication needs. Whether it be a reservation confirmation by text message, providing support via phone call, or email notification of a shipment, Twilio’s omichannel features have you covered. 

Here are some Twilio features we get excited about:

Twilio Voice API

The Programmable Voice platform provides complete customization, high quality connectivity, data security, and fraudulent call prevention. Have access to capabilities like:

  • voice notifications 

    • for account alerts (i.e. low balance, password resets, suspicious activity)

  • call tracking 

    • pinpoint exact call source for marketing purposes

  • intelligent call routing

    • direct calls to the right agent, converting more calls to revenue

  • global conferencing 

    • incorporate multi-party calling 

  • masked calling

    • protect you and your customers personal phone numbers 

Twilio Messaging

This single, centralized platform provides omnichannel messaging with scalable software. It offers two API’s - Programmable Messaging (one way communication) and Conversational (multiparty communication). One reason we love this platform is that it allows you to reach and engage with your customers across a variety of channels. Engage with them via their preferred method of communication while keeping your communication across all different channels in one place. These channels include:

  • SMS

  • MMS

  • Chat

  • WhatsApp

  • Facebook Messenger

  • Google’s Business Messages

Twilio Flex

Lastly, known for being a business game changer, is Twilio Flex. This customizable contact center solution offers the personalization and flexibility you’ve been looking for. Twilio Flex allows you to tailor your contact center to your business needs. You have unlimited ability to customize and modify whenever and however you need, increasing efficiency for your customer and your company. A few favorites of this platform are:

  • api-based programmability 

    • design & build specifically to your needs

  • cloud agility 

    • deploy in days instead of months

  • increase productivity

    • manage all of your tasks with one interface

  • personalization 

    • give agents access to customer information to provide a personalized experience

  • integration with applications

    • integrate with almost any CRM

  • analytics & insights

    • customizable reporting for agent and contact center performance


Thousands of companies have experienced the benefits of using Twilio, seeing amazing results while also improving customer relations. If you’re curious how Twilio can help you too, you’re in good hands! As a certified Twilio Partner, we at PK would love to help you get started. You can click here for more information on Twilio capabilities or set up a meeting with a PK Managing Partner today.

PK Information is a FileMaker-certified development agency serving the Tampa Bay and Knoxville regions. We believe that great software can change everything. Would your database benefit from a process review? Contact us today!