Twilio Call Tracking Review
Twilio, a leader in global communications, enables businesses to connect with customers across various digital platforms. With offices in 17 countries and clients like BMW, Sprint, and McDonald’s, Twilio offers a robust API that simplifies daily operations for telecom companies. It supports customer growth and enhances relationships.
Twilio has grown popular recently, with over 5 million developers and around 200,000 companies using their services to improve customer interactions and overall communication strategies.
1. Twilio: Overview
Expert Score: 60 out of 79
Short Description: Twilio is a sophisticated platform primarily designed for developers, which can be daunting for non-technical users. Its advanced functionalities and robust AI are standout features, but its call-tracking capabilities are somewhat restricted. To fully utilize its capabilities, integrations, thorough documentation, and coding are necessary, which may be demanding. It is ideally suited for organizations that possess technical know-how.
Customer Experience and Ratings: Twilio enjoys strong customer ratings, earning a 4.5 from over 444 reviews on Capterra and a 4.2 out of 467 reviews on G2. Users appreciate its automation capabilities and flexible pay-as-you-go payment model. However, some have noted challenges in accessing technical support and the platform’s less user-friendly interface.
Pricing: Contrary to other VOIP providers, Twilio uses the Pay-as-you-go pricing model. This allows clients to only pay for services they use, which might be more convenient, transparent, and affordable in the long run.
| Top call tracking solution | Twilio | CallRail | Phonexa |
| Inbound Call (per minute) | $0.08 | $0.05 | $0.035-0.05 |
| Outbound Call (per minute) | $0.01 | $0.05 | $0.02-$0.05 |
| Phone Number (per line) | $1.00 | $3.00 | $1.50 |
| Voicemail (per minute) | $0.002 | $0.003 | $0.001 |
| Min price (per month) | $0.00 | $45.00 | $100.00 |
2. Twilio: Features and Integrations
Twilio offers a broad array of features tailored specifically for various industries, including finance, retail, hospitality, and healthcare. Each sector can find a Twilio package that fits its unique needs.
This innovative developer platform has immense potential. It allows for programming messages and calls to be received, monitored, and responded to via voice. Other notable features include email automation template optimization, HTML editing, A/B testing, click-through rate analytics, and multi-device testing.
3. Twilio: Comparison to the Call Tracking Market Leaders
Although Twilio has certain limitations, such as lacking keyword-level attribution and automated tagging, it remains one of the most popular call-tracking solutions. The table below details both basic and advanced features, illustrating how each call-tracking capability is handled by Twilio compared to the two leading call-tracking providers.
| features |  |  |  | |||||
|---|---|---|---|---|---|---|---|---|
| ATTRIBUTION | ||||||||
| OFFLINE CALL TRACKING |  |  |  | |||||
| Precise analysis of ad campaign effectiveness to enhance conversion rates, refine ad design and content marketing strategies |  | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| ONLINE CALL TRACKING |  |  |  | |||||
| Essential feature for call-tracking platforms to tracks and analyzes online calls | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| DYNAMIC NUMBER INSERTION |  |  |  | |||||
| Changing how phone numbers are displayed on a website based on the visitor\’s source, allowing precise call distribution and marketing strategy analisys | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| KEYWORD-LEVEL ATTRIBUTION | – |  |  | |||||
| Defining which phone calls are driven by which keywords used in digital marketing |  | | | |||||
| Score | 0 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| MULTI-TOUCH ATTRIBUTION MODELING |  |  |  | |||||
| Complex call tracking and analysis instrument for evaluation of multiple marketing touchpoints on different channels | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| REPORTING & ANALYTICS | ||||||||
| OUT-OF-THE-BOX REPORTING |  |  |  | |||||
| Ready-to-use reporting templates and analytics features | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| EMAIL SUMMARY REPORTS |  |  |  | |||||
| Scheduled automated email reports detailing campaign performance and call tracking statistics | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CUSTOM REPORTING ENGINE |  |  |  | |||||
| Creation of personalized reports based on specific call-tracking metrics | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| MULTI-TOUCH CPL REPORTING | – |  | – | |||||
| Built-in functionality to calculate cost per lead and analyze ad spending across different platforms | | | You can use the CPL metric here with only one caveat: there is no separate tab for it. | |||||
| Score | 0 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CALL SCORE |  |  |  | |||||
| Automatic and manual evaluation of call quality and lead scoring | | extra point for Form scoring | | |||||
| Score | 3 out of 3 | 4 out of 3 | 3 out of 3 | |||||
| USABILITY OF RECORDS |  |  |  | |||||
| Intuitive navigation of records, clear visualization of metrics, and efficient retrieval of call-tracking reports | | The developers have not updated the design for a long time. | Graphical representation of information is unimpressive, but it\’s normal for tech-savvy customers who use the API. | |||||
| Score | 5 out of 5 | 4 out of 5 | 2 out of 5 | |||||
| BASIC FEATURES | ||||||||
| CALL RECORDING |  |  |  | |||||
| Recording calls allows capturing and reviewing customer interactions for quality control, training, and sales strategies performance evaluation | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CALL TRANSCRIPTION |  |  |  | |||||
| Conversion of calls into written data using speech-recognition software for reviewing them without listening and extracting insights | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| CALL FORWARDING |  |  |  | |||||
| An essential call flow management feature, call forwarding automatically routs incoming calls to other phone numbers based on predefined rules | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| EMAIL NOTIFICATIONS |  |  |  | |||||
| Instant updates on call activity for timely responses and creating notifications for customers and partners | | | | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| STANDARD CALL FLOW BUILDER |  |  |  | |||||
| The call tracking software interface for creating and customizing the journey of incoming falls | The call flow builder has some design flaws. | Intuitive interface that needs a little visual improvement | Functional and flexible call builder. Visually, there\’s room for improvement. | |||||
| Score | 4 out of 5 | 4 out of 5 | 4 out of 5 | |||||
| CUSTOM AGENT SETUP |  |  |  | |||||
| Assignment and customization of user roles and permissions within the call tracking system | | | There are several levels of advanced access for each user | |||||
| Score | 3 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| ADVANCED FEATURES | ||||||||
| AUTO LEAD TAGGING | – |  | – | |||||
| Automatic assigning of tags to calls based on various factors for the easy categorization of tracked calls | | | Doesn\’t include tagging summary | |||||
| Score | 0 out of 3 | 3 out of 3 | 2 out of 3 | |||||
| MOBILE APP |  |  |  | |||||
| Provides flexibility of monitoring and managing campaigns on-the-go | You can build your own app with the information and features you need. | Simple application with no advanced features. | | |||||
| Score | 0 out of 5 | 3 out of 5 | 5 out of 5 | |||||
| ADVANCED CALL FLOW STEPS |  |  |  | |||||
| Complex routing and handling of calls based on customizable rules and criteria | Twillio has an overly complicated process of advanced routing of inbound calls. | Callers can be routed to a business location closest to them. | Phonexa develops customized call flow features based on the customers requests. | |||||
| Score | 2 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| INTEGRATIONS |  |  |  | |||||
| Ability to connect call tracking systems with other tools and platforms, such as CRMs | 75 integrations | CallRail includes integrations with 60 brands | Phonexa lists 23 integrations. Also, the platform features many integrated marketing automation and user behavior tools. | |||||
| Score | 5 out of 5 | 4 out of 5 | 3 out of 5 | |||||
| ARTIFICIAL INTELLIGENCE |  |  |  | |||||
| AI in call tracking is used for various purposes such as analyzing conversations and automating call routing | | The AI in CallRail is powerful, but not the best in the category. | Phonexa provides some AI features, such as voice recognition. | |||||
| Score | 5 out of 5 | 4 out of 5 | 2 out of 5 | |||||
| WHITE LABEL | – |  |  | |||||
| Customization of software interface to include branding elements for enhanced reputation and user experience | | | | |||||
| Score | 0 out of 3 | 3 out of 3 | 3 out of 3 | |||||
| FREE VERSION OR TRIAL PERIOD | A free account with basic features available | A free 14-day trial | There is no free trial version | |||||
| TOTAL SCORE | 60 out of 79 | 74 out of 79 | 69 out of 79 | |||||
| % | 75,95% | 93,67%  | 87,34%  | |||||
4. Twilio.com: Pros and Cons
Pros
Cons
