Twilio is the most used communication API in the world. Developers use this to make communication possible between two platforms. It has emerged as the best and most optimal cloud communication platform in recent years. It has overtaken competitors like Plivo, Vonage, MessageBird, etc by a long margin. In this blog, we will discuss topics like what is Twilio, its benefits, key features, and much more. Read the blog thoroughly to get useful insights.
Introduction: What is Twilio
Twilio is a customer engagement platform that provides its conversation APIs like voice, SMS, etc for building a personalized communication channel. Twilio APIs are used for creating communication platforms via various channels like voice, text, chat, video, and even email.
It does not end here, Twilio has done some major acquisitions in past years including Segment – A CDP platform, Sendgrid – A marketing automation platform, and much more. It seems like Twilio wants to create a whole ecosystem for delivering a personalized customer experience.
What Services does Twilio Offer?
Now you know what is Twilio, let’s head over to the other important section. It has categorized its services into three categories – channels, applications, and connectivity. In this blog, we are only going to talk about Twilio channels, so let’s get started.
It majorly includes the API of various communication channels. Developers use this to build applications. Following are the available communication APIs.
For messaging, This offers a platform called MessagingX. You can use this to engage with customers on their preferred channels. It includes two kinds of API. The first is programmable messaging API – it is used for one-way communication and the second is conversational API – it is used for 2-way messaging channels like customer support.
Now, let’s see what communication channels Twilio has to offer in its messaging service.
- SMS: It is for engaging customers via SMS. You can use it for sending marketing SMS, verification code, alerts, and notifications.
- WhatsApp: Twilio is also the WhatsApp API partner i.e. you can use Twilio to get access to WhatsApp features and leverage them for business.
- MMS: If you want to send rich multimedia content like videos and images then you can use this feature.
- Chat: Chat enables two-way meaningful communication between a brand and its customers. It can be integrated with other applications like CRM (Customer Relationship Management) to get a holistic experience.
- Facebook Messenger: The Facebook marketplace is becoming popular, so it doesn’t hurt to have facebook messenger conversations for your business.
Twilio define its voice service as “Voice with the power of programmability”. Using this, you can develop a completely customized voice communication platform. It will help you deliver a personalized experience as well. You can do the following things with help of this.
- Alerts and notifications: Twilio voice alerts can be used in various ways like bill reminders, password reset authorization, fraud alerts, etc.
- Call tracking: Twilio call tracking can give you better insights so you can optimize your platform for enhanced ROI. In addition, you can also integrate the call tracking data with your analytics to get a holistic view.
- Embedded calling: Twilio voice SDK (Software Development Kit) is one of the best when it comes to embedded calling. It is built on global cloud infrastructure, so it means you can take full advantage of WebRTC in your browser.
- Global conferencing: Twilio has seven regions globally for conferencing. It has features like call whispering, greetings in multiple languages, background audio while waiting, audio recording, large conferences with up to 250 participants, agent whisper, and a few more. It has a powerful customizable API with advanced controls.
- Masked calling: Masked calling is used to protect the phone numbers of buyers and sellers. If using this, both parties will get a temporary phone number which will be valid for a limited period of time. This feature is important from the aspect of data privacy.
- Interactive Voice Response (IVR): You may also have engaged with an IVR. Like you dial a bank number, it asks you to choose numbers 1, 2, 3, etc, and on pressing you to get a different response. It also offers this feature to its users.
Twilio is not limited to SMS and voice only, they deliver video services as well. Using the Video SDKs, you can build a standout video application. You can develop a custom layout and background. You can develop, launch, and run your innovative video application on the cloud infrastructure of Twilio. Let’s have a look at how you can use the Twilio video.
- Hiring: Remember those hectic mass hiring campaigns where you need to evaluate each candidate. Now you can switch all of that to the virtual event. Choose the right candidates by sitting at your office or home.
- Sales and Field services: Virtual meetings can also replace the in-person meetings we used to do. Just create an environment using Twilio video where you can provide the much-needed excellent customer service.
- Education: Recent pandemic has shown us knowledge can be conveyed remotely. And Twilio videos can play a huge role in this method of propagation. Whether it is 1-to-1 tutoring or setting up a whole virtual classroom, it is possible.
Twilio live is not just a simple broadcasting platform, but it also allows the audience to interact with the presenter during the live stream. You can either build a live streaming platform from scratch or integrate one with your existing platform. Just like other services, you can build, deploy, and run the live streaming platform on Twilio’s global cloud infrastructure.
Remember? We mentioned Twilio has acquired SendGrid for enhancing the email conversation experience. SendGrid API makes sure you get the maximum inbox placement. Also, you get an amazing analytics tool that tells you which emails were delivered, opened, clicked, unsubscribed, or bounced. With this data, you can optimize your campaign to get a better ROI.
The Bottom Line
In this blog, we have covered what is Twilio and what features Twilio has to offer. And let us tell you, this is just the tip of the iceberg. There are other products and services that Twilio offers, for example, TwilioFlex – an omnichannel communication platform. Possibilities with Twilio are limitless and you can build and scale your platform in your own way.
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