Twilio Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS and CLOUD TOP 500 Market Report

Twilio Strengths, Domain Expertise, and Key Differentiators

Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers. Twilio platform consists of three layers: Engagement Cloud, Programmable Communications Cloud, and SuperNetwork. Engagement Cloud software is a set of Application Programming Interfaces that handle the higher-level communication logic needed for nearly every type of customer engagement.

Twilio provides a set of application programming interfaces that underpin numerous online services ranging from Uber to Box. It originally focused on selling APIs that help developers build SMS and calling features into their applications, but has since branched out to other areas including the IoT market. The company grew revenues 62% last year to $1.13 billion. The IoT market looks to be an important focus for Twilio as it continues pursuing new sources of revenue growth. Electric Imp has raised over $40 million in funding and offers a suite of products that help enterprises manage large fleets of connected devices. Its portfolio spans hardware, software and cloud services.

On the hardware front, Electric Imp provides compact chip modules that companies can embed into systems such as parking meters to turn them into connected devices. These chip modules are powered by impOS, a homegrown operating system. Customers can manage their connected hardware via a platform called the Electric Imp Cloud that provides the ability to send commands to devices, release security patches and perform other maintenance tasks.

Twilio Recent Developments

Twilio's contact centre platform, Twilio Flex, is reshaping customer engagement in the IT industry. Recent expansions, including an extended ecosystem with partners like Google and Salesforce, highlight Twilio's commitment to tailored solutions for businesses.

Addressing unwanted calls, Twilio's Verified By Twilio feature, currently in private beta, aims to boost consumer confidence by verifying call legitimacy. This proactive measure aligns with Twilio's industry-wide effort to combat unwanted calls and enhance answer rates for legitimate businesses.

Introduced in 2018, Twilio Flex provides businesses with instant deployment of an omnichannel contact centre and unprecedented customization options. This flexibility extends to interfaces, communication channels, agent routing, and reporting. Twilio Flex's advancements signal a new era in contact centre solutions, positioning Twilio as a leader in shaping the future of customer interactions. As businesses increasingly prioritize customer engagement, Twilio's innovations offer a powerful tool for exceeding customer expectations.

In the rapidly evolving IT landscape, Twilio's commitment to innovation in cloud communications solidifies its role as a frontrunner, offering businesses the means to redefine and elevate their customer engagement strategies.

Twilio Mergers and Acquisitions (M&A) Activities

Twilio's strategic acquisitions highlight a comprehensive approach to building a robust customer engagement platform. The acquisition of Segment in November 2020 enhances Twilio's capabilities in providing businesses with a unified customer view, while the acquisition of Electric Imp in June 2020 strengthens its position in the fast-growing IoT sector. The acquisitions of SendGrid in February 2019 and Ytica in September 2018 demonstrate Twilio's commitment to offering a fully programmable and integrated communication platform, further solidifying its position as a leader in facilitating over half a trillion customer interactions annually. Furthermore, the acquisition of Boku Mobile Identity is a reflection of Twilio's commitment to accelerate their vision for seamless mobile identity and digital intelligence, and with a shared history in making communications simple and straightforward to use, Twilio and ValueFirst are powering the next wave of customer engagement.

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 Key Enterprise and Cloud Applications

Twilio Flex, Twilio Segment, Twilio Frontline

Twilio Revenues, $M:

Twilio Revenue Breakdown By Type, $M:

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Twilio Revenues By Region, $M

Twilio Direct vs Indirect sales

Twilio Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Twilio Customers

No. of Twilio Customers: 221000

No. of Twilio Enterprise Applications Customers: 221000

No. of Twilio Cloud Customers: x

No. of Twilio Cloud Subscribers: x

In the fiscal year, Twilio successfully onboarded over 42,000 new active customer accounts, incorporating those acquired through the Segment acquisition, culminating in a total of more than 221,000 active customer accounts. Esteemed organizations such as Nike, Delta, Comcast, Epic, Philips, and ZocDoc, spanning diverse industries, chose Twilio for its core offerings: digital engagement, software agility, and cloud-scale capabilities.

Strategic alliances were forged or expanded with major enterprises, including J.P. Morgan Chase, the largest U.S. bank, opting for Twilio to enhance their customer service. In 2020, transactions with Global 2000 customers witnessed a notable 76% year-over-year increase, and seven-figure deals surged by 93% compared to 2019.

Twilio concluded 2020 by serving over 6,000 social impact customers, such as the Norwegian Refugee Council and the American Red Cross, reaching a global audience exceeding 266 million individuals with Twilio-powered solutions. The inaugural Impact Report from Twilio.org underscored the company's commitment to social impact and environmental, social, and corporate governance initiatives, revealing a total contribution of $57 million to impact organizations in grants, credits, and discounts since inception, with over half allocated in 2020.

Prominent brands among Twilio's extensive clientele include Coca-Cola, Airbnb, American Red Cross, Trulia, Nordstrom, Luft, Dell, Box, Twitter, Salesforce, Zendesk, Hulu, Intuit, MercadoLibre, VMware, and many others.

Twilio Market Opportunities, M&A and Geo Expansions

In the fight against COVID-19, Twilio has become a linchpin in contact tracing initiatives across 28 cities, states, and universities. Powering communication for entities like the Illinois Department of Innovation & Technology and the Public Health Department for Philadelphia, Twilio's platform is set to address the contact tracing needs of approximately 156 million people, nearly half of the U.S. population.

Chosen for its reliability and scalability, Twilio's communication infrastructure plays a crucial role in efficiently managing the complexities of contact tracing. This involvement not only showcases Twilio's technological prowess but also highlights the transformative impact technology can have in addressing real-world challenges.

Twilio Risks and Challenges

Twilio's recent additions to its leadership team, including Chief People Officer Christy Lake and Chief Security Officer Steve Pugh, reflect a strategic move to strengthen its position in the rapidly evolving and competitive market for cloud communication platforms. However, the dynamic nature of the market poses challenges, as competitors may potentially respond more swiftly to emerging opportunities, technologies, standards, or customer requirements. Furthermore, the growth of this market is contingent on sustained developer adoption and product utilization, introducing an element of uncertainty and potential limitations in its trajectory.

Twilio Ecosystem, Partners, Resellers and SI

In 2020, Twilio made waves by forming its first global systems integrator partnership with Deloitte Digital, a move that not only strengthened its market position but also led to successful joint deals. This strategic collaboration highlighted Twilio's commitment to expanding its capabilities through key alliances with industry leaders.

Twilio's global presence, with locations across North America, South America, Europe, and Asia, positions the company as a major player in the international communication technology landscape. The international headquarters in Dublin and regional offices dedicated to essential business functions showcase Twilio's dedication to providing tailored services on a global scale.

The extensive network of partners, including Serenova, ringDNA, Aircall, IBM Watson, VoiceBase, and CallTrackingMetrics, underscores Twilio's commitment to innovation and a diverse service offering. These partnerships allow Twilio to integrate cutting-edge technologies, providing customers with a comprehensive suite of communication tools.

Twilio Cloud Infrastructure Insights

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• Twilio Public Cloud and Infrastructure (IaaS)
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• Twilio Private Cloud and Data Centers

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: