Twilio Strengths, Domain Expertise, and Key Differentiators
Twilio is a cloud communications platform that provides API-based services for integrating voice, messaging, video, email, and customer data into applications. Its broad product suite, including SendGrid for email and Segment for customer data, offers a comprehensive solution for creating personalized user experiences. With a strong focus on innovation, Twilio incorporates AI, automation, and developer-friendly tools to enhance functionality and ease of use. Twilio amassed over 250 product releases in 2024. The company supports clients in over 180 countries and leverages a global partner network with firms like Accenture, Deloitte, and OpenAI to deliver tailored solutions. Its scalable platform serves both startups and large enterprises, reinforcing its role as a trusted provider in the cloud communications space.
Twilio Recent Developments
In 2025, Twilio announced a number of product developments
-RCS will be GA in Q3 of 2025 - RCS (Rich Communication Services) is a protocol used to deliver branded messages (name/logo) as well as rich messages (high-quality media, suggested replies, and card carousels/catalogs) from verified senders directly to a recipient's native SMS/Messages app.
RCS is a growing channel globally and has limitations based on country and carrier.
-ConversationRelay officially launched into General Availability with an announcement at SIGNAL. ConversationRelay removes the headaches of integrating voice AI into tech, seamlessly connecting AI models with best-in-class STT, TTS, and LLMs, so clients can focus on creating dynamic, human-friendly AI-powered virtual agent conversations without the technical roadblocks.
-Conversation Intelligence. Conversational Intelligence uses AI to turn voice and messaging interactions into insights, helping businesses connect the dots across channels to drive smarter customer engagement.
-Twilio Engage is a personalization platform within Segment. It allows marketers to personalize customer experiences by sending the right message, on the right channel, at the right time. Some of its core functionality includes things like the ability to build Audiences and Journeys based on customer data. Twilio has completely rebuilt the front and backend of our Journeys architecture in Engage to unlock highly personalized, real–time customer journeys. For SIGNAL, Twilio is bundling together a number of new Engage features, most notably Event-Triggered Journeys and new native integrations for SendGrid and Messaging.
Twilio Mergers and Acquisitions (M&A) Activities
In June 2023, Twilio sold its IoT business to KORE Group Holdings, a global provider of IoT solutions. As part of the deal, Twilio received 10 million shares of KORE, representing approximately 11.5% of KORE’s outstanding shares. This sale was part of Twilio’s strategy to focus on its core communication and data platforms.
In 2024, Twilio faced increased pressure from activist investors such as Legion Partners and Anson Funds, who called for the sale of parts of the business or the entire company. In response, Twilio made several changes, including appointing new board members and expanding its share repurchase program.
Twilio Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Twilio applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Twilio and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Twilio Flex, Twilio Segment, Twilio Frontline customers.
Twilio Overview
101 Spear Street, 5th Floor
San Francisco, CA, 94105, United States
1 877 889-4546
Ownership: - NYSE: TWLO
Number of Employees: 5502
Functional Markets: Collaboration, CRM,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction and Real Estate, CPG, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil Gas Chemicals, Professional Services, Retail, Transportation, Utility,
Twilio Key Enterprise and Cloud Applications
Twilio Flex, Twilio Segment, Twilio Frontline
Twilio Revenues, $M:
| Type/Year | 2023 | 2024 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Twilio Revenue Breakdown By Type, $M:
Twilio Enterprise Applications Revenues By Functional Markets, $M:
Twilio Enterprise Applications Revenues By Verticals, $M:
Twilio Revenues By Region, $M
| Region | % of Total Revenues | 2024 Total Revenues, $M | 2024 Enterprise Applications Revenues, $M | 2024 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
Twilio Direct vs Indirect sales
| Type | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Twilio Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Twilio Customers
No. of Twilio Customers: 335000
No. of Twilio Enterprise Applications Customers: 335000
No. of Twilio Cloud Customers: x
No. of Twilio Cloud Subscribers: x
Twilio has over 335,000 active customers worldwide, with its largest presence in the United States, followed by regions in Europe, Asia, and Latin America. It serves a wide range of industries including IT, software, finance, healthcare, e-commerce, and telecommunications. Companies like Uber, Reddit, and Duolingo use Twilio’s solutions to enhance communication and automation across their services.
Twilio Market Opportunities, M&A and Geo Expansions
For 2024 and 2025, Twilio is focused on sustainable growth through deeper integration of artificial intelligence (AI), improved profitability, and global market expansion. The company projects organic revenue growth of 7.5% to 8.5% and expects to generate up to $875 million in non-GAAP operating income in 2025. It aims to maintain GAAP profitability throughout the year and reach an operating margin of 21–22% by 2027.
Twilio is heavily investing in AI-driven tools such as virtual agents and co-pilots, supported by partnerships with OpenAI and AWS. Over 9,000 AI-focused companies have joined Twilio’s platform in 2024. The company is also enhancing its Segment Customer Data Platform (CDP) to provide more precise customer insights and stronger data privacy.
As of March 2025, Twilio has over 335,000 active customer accounts. It is expanding into new geographic regions and industries, particularly fintech, healthcare, and digital marketing. Under CEO Khozema Shipchandler, Twilio is streamlining operations, reducing costs, and shifting focus toward high-margin software and AI-powered solutions. Looking ahead, the company aims to establish itself as a leader in the Customer Experience as a Service (CXaaS) space by combining communications, data, and intelligent automation.
Twilio Risks and Challenges
Twilio made significant leadership changes during 2024 and early 2025. In January 2024, co-founder Jeff Lawson stepped down as CEO and from the board of directors. He was succeeded by Khozema Shipchandler, who previously served as Twilio’s President of Communications, Chief Operating Officer, and Chief Financial Officer. In May 2024, Chris Koehler was appointed Chief Marketing Officer, bringing experience from his previous role at Box. These changes represent a strategic move to strengthen the company’s position in the fast-growing and competitive cloud communications market. However, the dynamic nature of this market poses challenges, as competitors may respond more quickly to emerging opportunities, technologies, standards, or customer demands. Additionally, the market’s growth depends on sustained adoption by developers and product usage, introducing some uncertainty and potential limitations in its future development.
Twilio Ecosystem, Partners, Resellers and SI
Twilio collaborates with global and regional systems integrators such as Accenture, Deloitte, Cognizant, and others, who leverage their expertise to develop customized solutions and drive digital transformation for clients across various industries—including finance, healthcare, telecommunications, and retail.
Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
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