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Twilio, a San Francisco-based cloud platform provider, announced its entrance into the cloud contact center marketplace with the introduction of Twilio Flex.


  • The introduction of Twilio Flex, following a similar introduction by Amazon – Amazon Connect – will initiate a competitive disruption in the contact center marketplace in the months and years ahead. Ovum believes this has more than competitive product implications.

Features and Benefits

  • Assesses Twilio's new product offering and how it will further disrupt the contact center marketplace.
  • Analyzes the implications of the consumption-based pricing model utilized by Twilio Flex and its implication in the marketplace.

Key questions answered

  • Will the bundled Flex pricing plan, including the contact center with the telecom costs, imply less buyer flexibility?
  • What acceptance will the do-it-yourself capabilities and the consumption pricing model of the Flex have on the marketplace?

Table of contents

Ovum view

  • Summary
  • Twilio Flex will be a disruptive force in an already frenzied market
  • There are more than product implications in Twilio's actions
  • Coopetition breeds odd bedfellows


  • Further reading
  • Author