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.
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 offers IoT solutions of its own, notably a global telecommunications network that companies use to give their connected devices internet access. The acquisition of Electric Imp’s broad product portfolio will enable Twilio to expand into multiple additional segments of the IoT market.
Twilio Recent Developments
Continued to grow the adoption of our contact centre platform, Twilio Flex. At SIGNAL 2020, Twilio declared the expansion of the Twilio Flex Ecosystem, giving organizations access to more than 30 validated partner solutions from partners like Google, Salesforce, Zendesk, and Calabrio to help businesses accelerate their contact centre transformations.
In August 2019, Twilio launched Verified By Twilio to give consumers the confidence to answer the phone again. Verified By Twilio is available in private beta for testing and adoption by other carriers, mobile operating systems, and apps. Twilio is working across the industry to both limits the unwanted calls that consumers get and improve answer rates for legitimate businesses and organizations.
In March 2018, Twilio introduced Twilio Flex, the first contact centre platform that gives businesses complete control of their contact centre experience. With Twilio Flex, companies can instantly deploy an omnichannel contact centre platform and also programmatically customize every element of the experience including the interface, communication channels, agent routing, and reporting to meet the unique needs of the business.
With the launch of Flex, Twilio introduced a new type of platform for applications that has the potential to disrupt traditional monolithic application vendors in the same way API platforms disrupted traditional infrastructure services for communications, compute and payments.
Twilio Mergers and Acquisitions (M&A) Activities
In November 2020, Twilio’ acquired Segment io, Inc. (“Segment”), the market-leading customer data platform. Segment provides businesses with a unified customer view to better understand their customers and engage more effectively. The acquisition expands and strengthens use cases across customer service, marketing, sales, product and analytics and accelerates Twilio’s journey to build the world’s leading customer engagement platform.
In June 2020, Twilio acquired Electric Imp in the context of its voice and text messaging platform, the company has recently made a number of moves to bolster its IoT platform, which is already one of its fastest-growing business units.
In February 2019, Twilio acquired SendGrid, an email API platform. With SendGrid, developers and businesses can use Twilio to reach their customers over any channel - voice, SMS, Facebook Messenger, WhatsApp, video, and now email. Together, they serve more than 140,000 active customer accounts and power more than 600 billion annualized interactions each year.
In September 2018, Twilio acquired Ytica, a long time Twilio partner, Ytica provides highly customizable contact centre reporting, speech analytics and workforce optimization software to enhance agent performance in the contact centre and provides businesses with a unified view of the way they engage with their customers. Ytica’s technology will now be available as a part of Twilio Flex, Twilio’s fully programmable application platform for the contact centre, and is also expected to be offered as a standalone product to other contact centre SaaS vendors.
In October 2018, Twilio acquired SendGrid in an all-stock transaction valued at approximately $2 billion. Adding the leading email API platform to a cloud communications platform can drive tremendous value to the combined customer base. The resulting company would offer developers a single, best-in-class platform to manage all of their important communication channels -- voice, messaging, video, and now email as well. Together, the companies currently drive more than half a trillion customer interactions annualized and growing rapidly.
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
Ownership: - NYSE: TWLO
Number of Employees: 7867
Functional Markets: Analytics and BI, Collaboration, Content Management, CRM, PaaS,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K276, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith-Based Nonprofit, Youth and Elderly Care, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
Twilio Key Enterprise and Cloud Applications
Twilio Flex, Twilio Segment, Twilio Frontline
Twilio Revenues, $M:
| Type/Year | 2020 | 2021 | 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:
| Type | License | Prof. Services | Hardware | Support & Maintenance | SaaS | PaaS | IaaS | Other (Non Enterprise Application Revenues) | Total |
|---|---|---|---|---|---|---|---|---|---|
| % of Total Revenues | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | 100% |
| Revenues, $M | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
Twilio Enterprise Applications Revenues By Functional Markets, $M:
Twilio Enterprise Applications Revenues By Verticals, $M:
Twilio Revenues By Region, $M
| Region | % of Total Revenues | 2021 Total Revenues, $M | 2021 Enterprise Applications Revenues, $M | 2021 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
| Region | 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: 221000
No. of Twilio Enterprise Applications Customers: 221000
No. of Twilio Cloud Customers: x
No. of Twilio Cloud Subscribers: x
Added over 42,000 new active customer accounts, including those from the acquisition of Segment, ending the year with over 221,000 active customer accounts. Companies like Nike, Delta, Comcast, Epic, Philips, ZocDoc, and others across all industries, turned to Twilio because we provide the three things every business needs: digital engagement, software agility, and cloud-scale.
Entered into or expanded our relationships with several great enterprises, including J.P. Morgan Chase, the largest bank in the U.S., who chose Twilio to enhance their customer service offering. In 2020, the number of transactions with Global 2000 customers was up 76% year over year, and the number of seven-figure deals overall was up 93% from 2019.
Twilio ended 2020, serving over 6,000 social impact customers - including the Norwegian Refugee Council, American Red Cross, and others. These organizations touched more than 266 million people worldwide with their Twilio-powered solutions. Twilio.org also released its first Impact Report, highlighting efforts in social impact and environmental, social, and corporate governance areas. Notably, Twilio has provided $57M to impact organizations in grants, credits, and discounts since inception - with more than half provided in 2020.
Among its customers are: 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
Added 1,724 new employees, bringing Twilio to 4,629 global Twilions. Reported revenue of $1.76 billion for the full year, up 55% year-over-year, including revenue from Segment and a full year revenue Dollar-Based Net Expansion Rate of 137%.
Twilio was selected to power communications for the contact tracing initiatives of more than 28 cities, states, and universities, including the Illinois Department of Innovation & Technology, the Public Health Department for Philadelphia, and the Department of Information Technology & Telecommunications of New York City.
Twilio’s platform will serve as the communications layer of contact tracing efforts for some of the most populous regions in the United States, with the potential to address the contact tracing needs of roughly 156 million people, or nearly half the United States population, as they work to contain the coronavirus and enable the timely and safe reopening of their economies.
Twilio Risks and Challenges
Twilio expanded its leadership team with the additions of Chief People Officer Christy Lake, Chief Information Officer Michelle Grover, Chief Technology Officer Jeremiah Brazeau, Chief Security Officer Steve Pugh, and our first Chief Diversity, Inclusion, and Belonging Officer Lybra Clemons. In early 2021, Twilio also welcomed Deval Patrick to our Board of Directors.
The market for cloud communication platforms is rapidly evolving and increasingly competitive.
There is always a possibility, Twilio competitors may be able to respond more quickly and effectively than they can to new or changing opportunities, technologies, standards or customer requirements
The market for these products and platforms is new and unproven, may decline or experience limited growth and is dependent in part on developers continuing to adopt the platform and use of the products.
Twilio Ecosystem, Partners, Resellers and SI
In 2020, Twilio declared its first global systems integrator partnership with Deloitte Digital and closed several joint deals together.
Twilio has locations in North America, South America, Europe and Asia. This includes Twilio international headquarters in Dublin, Ireland and regional offices used for business operations, sales, support, and product development.
Among Twilio, partners are Serenova, ringDNA, aircall , IBM Watson, VoiceBase, CallTrackingMatrics, and many others.
Twilio Cloud Infrastructure Insights
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- Twilio Public Cloud and Infrastructure (IaaS)
- Twilio Platform (PaaS)
- Twilio Application Delivery
- 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:
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