List of Twilio Speech Recognition Customers
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Since 2010, our global team of researchers has been studying Twilio Speech Recognition 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 Speech Recognition for Speech Recognition AI 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 Speech Recognition for Speech Recognition AI include: Marks & Spencer_x000D_, a United Kingdom based Retail organisation with 64000 employees and revenues of $18.10 billion, University of Michigan, a United States based Education organisation with 31987 employees and revenues of $11.60 billion, Gamma Communications, a United Kingdom based Communications organisation with 1745 employees and revenues of $582.0 million, Icario, a United States based Healthcare organisation with 278 employees and revenues of $50.0 million and many others.
Contact us if you need a completed and verified list of companies using Twilio Speech Recognition, 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 Speech Recognition 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 |
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Gamma Communications | Communications | 1745 | $582M | United Kingdom | Twilio | Twilio Speech Recognition | Speech Recognition AI | 2018 | n/a |
In 2018, Gamma Communications implemented Twilio Speech Recognition as part of its customer engagement stack, deploying Speech Recognition AI to convert voice interactions into real-time text for downstream processing. The implementation was paired with Qualified Conversations, the chatbot on their website, to enable transcript-driven conversational handoffs between voice channels and web chat.
Twilio Speech Recognition was configured for real-time streaming transcription and conversational intent extraction workflows, routing transcribed text into the Qualified Conversations interface to support automated responses and agent-assisted interactions. The deployment used speech-to-text normalization and time-stamped transcripts to feed conversational orchestration and to improve context continuity across channels.
Operational coverage targeted customer-facing engagement functions, specifically web chat augmentation and contact center conversational flows, with configuration focused on transcript routing and conversational orchestration rules. Governance centered on defining transcript handling, retention and routing policies and on embedding transcript-driven decision points into existing engagement workflows through API-based integration between Twilio Speech Recognition and the Qualified Conversations chatbot.
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Icario | Healthcare | 278 | $50M | United States | Twilio | Twilio Speech Recognition | Speech Recognition AI | 2021 | n/a |
In 2021, Icario implemented Twilio Speech Recognition as part of a Twilio Programmable Voice deployment to support healthcare member outreach in the United States. The deployment used Twilio Programmable Voice to rapidly prototype a voice platform capable of supporting high volumes of member outreach, and Twilio cites approximately 40 million voice calls in 2021 as a scale reference.
Twilio Speech Recognition provided automatic speech recognition and transcription capabilities embedded in IVR workflows, aligning with Speech Recognition AI functional patterns for real time speech to text, transcription retention, and improved answering machine detection and reliability. Configuration emphasized ASR tuning for domain specific prompts, transcription capture for member responses, and call control via Twilio Programmable Voice to manage prompts and escalation logic in conversational flows.
Operational coverage focused on Icario s member engagement and outreach functions within the US healthcare context, including outbound notifications and inbound response capture. Governance followed a rapid prototyping and iterative rollout model to refine voice workflows and reliability, with the implementation centered on speech recognition and IVR transcription capabilities to enhance answering machine detection and call handling.
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Marks & Spencer_x000D_ | Retail | 64000 | $18.1B | United Kingdom | Twilio | Twilio Speech Recognition | Speech Recognition AI | 2018 | Dvelp |
In 2018, Marks & Spencer deployed Twilio Speech Recognition alongside Twilio Programmable Voice to automate inbound call routing across 640 stores and 13 UK contact centre hubs. The project was executed as a CRM and contact centre implementation in collaboration with partner Dvelp, with Twilio Speech Recognition serving as the Speech Recognition AI element driving routing decisions.
The implementation delivered real time speech to text conversion and intent routing to classify caller needs and direct calls to store endpoints or centralized agent queues. Configuration work focused on programmable voice call flows and intent classification rules that translated transcriptions into routing actions, with Twilio Speech Recognition providing the real time transcripts used for intent matching.
Operational coverage included store level customer service and centralized contact centre operations, connecting telephony streams from 640 stores into 13 UK hubs. The solution integrated speech recognition outputs into contact centre routing workflows and CRM oriented case handling, enabling automated routing into existing agent queues and store phone endpoints, while Dvelp managed the implementation orchestration.
Governance centered on configuring intent rules and updating call handling processes to accept automated routing outcomes, plus staged rollout across store and hub endpoints. According to the Twilio case study, the deployment achieved over 90% routing accuracy and reduced average call handling time by roughly 10 seconds, outcomes attributed to the combined use of Twilio Speech Recognition and Twilio Programmable Voice.
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Education | 31987 | $11.6B | United States | Twilio | Twilio Speech Recognition | Speech Recognition AI | 2020 | n/a |
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