List of Twilio Customer Engagement Customers
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Since 2010, our global team of researchers has been studying Twilio Customer Engagement customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Twilio Customer Engagement for Customer Engagement from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Twilio Customer Engagement for Customer Engagement include: BGL Group, a United Kingdom based Banking and Financial Services organisation with 1700 employees and revenues of $858.0 million, Contabilizei Escritorio de Contabilidade, a Brazil based Professional Services organisation with 1000 employees and revenues of $150.0 million, Airbnb UK, a United Kingdom based Leisure and Hospitality organisation with 200 employees and revenues of $115.0 million and many others.
Contact us if you need a completed and verified list of companies using Twilio Customer Engagement, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Twilio Customer Engagement customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Airbnb UK | Leisure and Hospitality | 200 | $115M | United Kingdom | Twilio | Twilio Customer Engagement | Customer Engagement | 2018 | n/a | In 2018 Airbnb UK implemented Twilio Customer Engagement as its Customer Engagement platform to centralize guest communications and support workflows. The deployment created an API-first engagement layer that exposed programmable messaging, programmable voice, and chat capabilities to operational teams responsible for guest support and communications, aligning Customer Engagement with customer service and reservations functions. The implementation emphasized configurable engagement flows and template-driven notifications, with automation for event-triggered outbound messages and two-way conversational handling for inbound guest inquiries. Governance focused on centralized message templates, consent and opt-out controls, and role-based access for operations and support personnel, while the architecture used Twilio Customer Engagement to standardize channel orchestration and operational workflows across the organization. | |
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BGL Group | Banking and Financial Services | 1700 | $858M | United Kingdom | Twilio | Twilio Customer Engagement | Customer Engagement | 2020 | n/a | In 2020, BGL Group implemented Twilio Customer Engagement to build a cloud-based contact center within the Customer Engagement category, supporting customer service for its Insurance Distribution and Outsourcing business and its approximately three million customers. The deployment prioritized enabling remote agent operations and maintaining continuous customer service during a period of sudden operational constraints. The implementation used Twilio Flex as the core cloud contact center component of Twilio Customer Engagement, with configuration focused on omnichannel handling and automation-ready workflows. BGL ran a pilot in January 2019 to validate automation and web chat use cases, and those learnings shaped routing logic, agent tooling, and the production configuration used in the rollout. Rollout execution was rapid and operationally intensive, completed over eight days with 25 BGL team members coordinating the shift. During this period BGL provisioned 250 new laptops, reconfigured 1,050 desktops, sourced 900 headsets, and upskilled 60 agents on web chat, enabling 1,200 agents to operate fully remote while contact centers remained open and serving customers. Governance and process changes centered on accelerated upskilling, endpoint provisioning, and centralized cloud orchestration for agent access and session routing, aligning customer service workflows to the Twilio Customer Engagement platform. The program converted the contact center operating model to a cloud-first virtual contact center and established operational practices for remote agent management and omnichannel customer engagement. | |
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Contabilizei Escritorio de Contabilidade | Professional Services | 1000 | $150M | Brazil | Twilio | Twilio Customer Engagement | Customer Engagement | 2022 | n/a | In 2022, Contabilizei Escritorio de Contabilidade deployed Twilio Customer Engagement to support Customer Engagement across its customer support operations for Contabilizei Bank. Twilio Customer Engagement was positioned as the multichannel interaction layer to centralize inbound customer conversations and capture structured feedback for product and service teams. The implementation emphasized configuration of multichannel routing workflows, customer feedback capture, and reusable response artifacts such as macros and internal knowledge materials. Twilio Customer Engagement was used to instrument service indicator monitoring and to support the preparation of action plans, while enabling structuring of improvement plans for the bank's customer service area. The deployment integrated Twilio Customer Engagement with Zendesk to unify ticketing and agent interfaces, creating a single operational console for multichannel requests. Operational scope focused on the customer service organization for Contabilizei Bank, with flow mapping, process development, internal training content, and cross-functional meetings to apply improvements and govern ongoing support workflows. |
Buyer Intent: Companies Evaluating Twilio Customer Engagement
- Chime Payments, a United States based Banking and Financial Services organization with 1465 Employees
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