skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


Twilio, a San Francisco-based cloud platform provider, announced its entrance into the cloud contact center marketplace with the introduction of Twilio Flex, a very customizable product offering usage-based pricing.


  • Ovum believes 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.

Features and Benefits

  • Evaluates how customers may react to the new consumption-based pricing and the do-it-yourself customization nature of Flex.
  • Evaluates how the Flex product may affect the traditional channels currently being utilized to sell, enhance, and implement contact centers in terms of revenues and required personnel changes.

Key questions answered

  • Will the "coopetition" between global platform providers like Twilio and Amazon and the cloud contact center providers continue?
  • Will the do-it-yourself, Erector set approach to contact center building be attractive to a sizable portion of the market, or will buyers reject it?

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
  • Partners and competitors beware


  • Further reading
  • Author

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now