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        Twilio is Exemplary in Digital Communications Buyers Guide

        We are happy to share some insights about Twilio drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.  

        We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined VR_Exemplary_DCOverall_2024Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite use-cases. 

        In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated Twilio in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation). 

        In the Digital Communications Platform Buyers Guide, our analysis classified Twilio as an overall Leader and Exemplary, receiving an overall grade of A with a 90.6% performance.Ventana_Research_BG_DigiCommsPlat_Twilio_2024 Twilio’s best grouped results came in Product Experience at 91.1% performance and an A grade due in part to its A+ in Adaptability. In Customer Experience, Twilio received an A grade with an 88% performance due to its 92.2% performance in TCO/ROI. Twilio was designated a Leader in all categories.  

        Twilio’s A grade in Product Experience was impacted by its A in Manageability, where it has some room for improvements in the breadth and depth of technology administration capabilities. Customer Experience was impacted by its A- in Validation, where it could improve the level of detail on its overall support to the customer experience.  

        Twilio performed best in Product Experience with an A grade, notably in Adaptability, receiving an A+ due to the availability of large customization options and integration leveraging best-in-class APIs make it a strong choice for buyers. In Adaptability, pre-built options, workflow and scheduling support further strengthen its grade in this category. Twilio’s strong showcase of its TCO calculation, benefits achieved and customer references led to its A in TCO/ROI. 

        Twilio did not meet the inclusion criteria for the Digital Communications Overall, Digital Communications Basic Suite or Digital Communications Premium Suite Buyers Guides and thus was not included. 

        This assessment was based on Twilio CPaaS with Twilio MessagingX and Twilio Engage, v. March 2024, and was available in March of 2024. 

        This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports: 

        Digital Communications Overall 

        Digital Communications Basic Suite 

        Digital Communications Platform 

        Digital Communications Premium Suite 

        Ventana Research

        Ventana Research

        Ventana Research, now part of Information Services Group, provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through the Ventana Research community, and provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Sign up for free community membership to receive email notifications on research and insights.


        Our Market Perspective Policy

        • Ventana Research’s Market Perspectives are fact-based analysis and guidance on a vendor’s business, industry and technology trends. Each Market Perspective presents the view of Ventana Research using its established subject matter expertise on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity to ensure it delivers reliable and actionable insights. It is reviewed and edited by the firm’s product management team and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Market Perspective before it is published. If you have any issue with a Market Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

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