Twilio #Fail
In all the marketing buzz in the contact center industry, it's important to remember that CX is a high stakes business.
In all the marketing buzz in the contact center industry, it's important to remember that CX is a high stakes business. If you are evaluating a CCaaS provider, I’d ask you to take this into consideration:
Twilio has claimed to have 500,000+ agents on Flex (or Flex related APIs). If that’s even close to true, then their 15+ hour outage on Friday has to be one of the most catastrophic and costly events to our industry in recent history (or maybe ever). And sadly, it’s one of at least three outages I can remember in the last twelve months.
Additionally:
Taskrouter and other APIs were a hard down for nearly 2 hours before Twilio even acknowledged it or posted it to status.twilio.com - which means thousands of customers like us were left in the dark as to why calls weren’t routing.
You will never get your data to reconcile
Your bill will never make sense
Support is abysmal unless you pay a premium for it.
They’ve recently laid off about 26% of their staff. There’s a strong correlation here.
We were fortunate in that we had already migrated most of our clients over to Amazon Connect, but we were not unscathed. And if you’re considering a BPO that uses Flex, then please think twice as their stability is at risk (we will be fully migrated out this week).
As an aside, my team recently vetted most of the CCaaS players on the market, and if you’re interested, I’m happy to discuss our feedback and assessments.