List of Twilio Flex Customers
Twilio
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United States
San Francisco, 94105, CA,
United States
1 877-889-4546
Professional Services
5502
$4.5B
Since 2010, our global team of researchers has been studying Twilio Flex 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 Flex for Call Center 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 Flex for Call Center include: Uber, a United States based Transportation organisation with 31100 employees and revenues of $43.98 billion, Marks & Spencer_x000D_, a United Kingdom based Retail organisation with 64000 employees and revenues of $18.10 billion, Marks and Spencer Group, a United Kingdom based Retail organisation with 69577 employees and revenues of $13.75 billion, Shopify, a Canada based Retail organisation with 8100 employees and revenues of $8.88 billion, Magazine Luiza, a Brazil based Retail organisation with 40000 employees and revenues of $6.71 billion and many others.
Contact us if you need a completed and verified list of companies using Twilio Flex, 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 CRM software purchases.
The Twilio Flex 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 CRM 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 |
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Allianz Nederland Group | Insurance | 1200 | $759M | Netherlands | Twilio | Twilio Flex | Call Center | 2020 | Sabio |
In 2020, Allianz Nederland Group implemented Twilio Flex as a strategic Call Center platform. The deployment was executed as part of a 300 day program to create one cross European insurance platform powered by Twilio Flex, aiming to standardize customer experience across markets.
Twilio Flex was configured to provide a programmable contact center with omnichannel routing, a unified agent desktop, and workflow automation to support voice, SMS and digital channels. Typical Call Center capabilities implemented included skill based routing, interactive voice response flows, real time agent presence and session orchestration to streamline inbound and outbound customer interactions.
The Flex implementation was integrated into the newly built cross European insurance platform to centralize customer interactions and support customer service and claims operations. Operational scope targeted customer facing teams across Allianz Direct's European footprint, consolidating multichannel routing and agent tooling under a single platform.
Sabio acted as the system integrator for the rollout and delivered configuration, customizations and operational enablement within the 300 day timeline. Governance changes included centralized contact center operational governance, revised agent workflows and standardization of interaction handling across markets.
Twilio Flex enabled changes in how Allianz Nederland Group served customers and how teams worked, delivering a unified Call Center platform that underpinned the broader insurance platform initiative.
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BGL Group | Banking and Financial Services | 1700 | $858M | United Kingdom | Twilio | Twilio Flex | Call Center | 2014 | n/a |
In 2014, BGL Group deployed Twilio Flex as its Call Center platform to support a portfolio of insurance brands including Budget Insurance, Beagle Street and comparethemarket.com and to serve an installed base of roughly 3 million customers. The implementation used the Twilio Flex contact centre platform alongside an Airline Customer Service Automation bundle to create a cloud first contact handling topology that enabled remote agent operation and compliance with social distancing mandates.
The technical configuration centered on Twilio Flex for omnichannel contact handling, inbound voice routing and agent desktop orchestration, with Airline providing workflow automation and Google CCAI delivering conversational automation. Functional capabilities implemented include cloud voice handling, agent state management, automated IVR and conversational AI driven call deflection, and agent integration with internal insurance systems for policy search, view and amendment workflows used for both commercial and private motor insurance cases.
Integrations explicitly included Google CCAI for automation and connection to the insurer s operational systems used by customer experience representatives to access policy data during live interactions. Operational coverage spanned multiple brands and customer queues, and the Twilio Flex deployment was positioned to enable home working for contact centre staff while maintaining continuity of service for the company s multi brand call handling workload.
Governance and rollout were delivered under IT Operations leadership with ownership for architecture, network and voice telecoms, and infrastructure stacks, supported by enterprise level SLAs, capacity and vulnerability management controls and regulatory compliance regimes including PCI and NIST standards. The cloud voice deployment was funded as a discrete investment of over £1m and formed part of a broader infrastructure program managed against a combined capital and supplier budget portfolio exceeding £6m.
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BSH Home Appliance | Manufacturing | 1221 | $1.0B | United Kingdom | Twilio | Twilio Flex | Call Center | 2022 | n/a |
In 2022, BSH Home Appliance implemented Twilio Flex as a cloud-based contact center solution in the Call Center category to overhaul its global digital customer engagement and customer service infrastructure. The deployment was initiated to revamp BSH’s customer care journey and provide a programmable, customizable platform that supports omnichannel interactions for its service organization.
The Twilio Flex implementation focused on omnichannel routing and a programmable agent desktop to unify voice, email, chat, SMS, video and WhatsApp interactions, delivering a single agent interface and APIs to orchestrate customer conversations. Configuration emphasis was placed on eliminating data silos and enabling a 360° customer view across touchpoints, with Flex used to centralize session data, attach contextual metadata to interactions and support custom workflows through internal programmability.
Architecturally the program integrated Twilio Flex with existing BSH infrastructure, explicitly preserving connectivity to the Avaya telephony landscape while enabling digital channel consolidation. Deloitte Consulting Spain acted as consulting partner and advisor, coordinating the rollout from BSH’s IT hub in Zaragoza and advising on regionally phased adoption. The rollout plan targeted customer service hubs in France and the United Kingdom as initial sites, with a long-term plan to migrate up to 1,500 agents worldwide to Twilio Flex.
Governance and operational objectives centered on simplifying the work of contact center advisors, enabling flexible customization by internal teams, and prioritizing data privacy in platform configuration. The project scope covered global customer service operations and was positioned to provide tighter integration of communications channels and consolidated customer data for BSH’s support organization.
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Insurance | 300 | $35M | Singapore | Twilio | Twilio Flex | Call Center | 2017 | n/a |
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Professional Services | 2934 | $5.8B | United States | Twilio | Twilio Flex | Call Center | 2018 | n/a |
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Retail | 40000 | $6.7B | Brazil | Twilio | Twilio Flex | Call Center | 2017 | n/a |
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Retail | 64000 | $18.1B | United Kingdom | Twilio | Twilio Flex | Call Center | 2019 | n/a |
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Retail | 69577 | $13.8B | United Kingdom | Twilio | Twilio Flex | Call Center | 2019 | n/a |
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Utilities | 100 | $10M | United Kingdom | Twilio | Twilio Flex | Call Center | 2017 | n/a |
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Professional Services | 2050 | $280M | United States | Twilio | Twilio Flex | Call Center | 2020 | n/a |
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Buyer Intent: Companies Evaluating Twilio Flex
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Twilio Flex. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Twilio Flex for Call Center include:
- Younity, a United States based Communications organization with 26 Employees
- Tetherfi, a Singapore based Communications company with 235 Employees
- Camping World, a United States based Retail organization with 12261 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Twilio Flex Coverage
Twilio Flex is a Call Center solution from Twilio.
Companies worldwide use Twilio Flex, from small firms to large enterprises across 21+ industries.
Organizations such as Uber, Marks & Spencer_x000D_, Marks and Spencer Group, Shopify and Magazine Luiza are recorded users of
Twilio Flex for Call Center.
Companies using Twilio Flex are most concentrated in Transportation and Retail, with adoption spanning over 21 industries.
Companies using Twilio Flex are most concentrated in United States, United Kingdom and Canada, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Twilio Flex across Americas, EMEA, and APAC.
Companies using Twilio Flex range from small businesses with 0-100 employees - 6.67%, to mid-sized firms with 101-1,000 employees - 13.33%, large organizations with 1,001-10,000 employees - 46.67%, and global enterprises with 10,000+ employees - 33.33%.
Customers of Twilio Flex include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Twilio Flex customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.