How does Twilio work?

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Written by
COO at Inoxoft, former .Net Software Engineer

Twilio is a Customer Engagement Platform developers use to communicate with customers. Twilio consists of programmable application program interfaces (APIs), which are also like building blocks used to build the customer experiences you need.



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The Twilio Platform’s SMS, WhatsApp, Voice, Video, email, and even IoT that come across the customer journey can build almost any digital experience.

Besides building applications with Twilio APIs, the platform also manages the connections between the internet and the global telecommunications network that is called the Super Network. This network ensures Twilio customers can communicate globally and at any time. Messages and calls will definitely get through due to multiple telecommunication carriers for each route that Twilio uses. The Super Network has a round-the-clock global operations center that monitors the carrier networks. Moreover, Twilio’s engineers also carry out optimizations for changing traffic patterns. Handling massive volumes of traffic is great to detect issues. There is real-time feedback on handset deliverability through a number of carriers and destinations. This data-centric approach to telecom architecture is what separates us from traditional carriers, and provides our customers unmatched redundancy, uptime, and security to deliver trusted communications.

Let’s take a closer look at the platform constituents:

Contact center

Twilio Flex is the only fully programmable contact center platform that allows organizations to deploy numerous customer engagement channels. Also, it provides tools to easily create, change, or extend any part of a custom solution.

Marketing Campaigns

Marketing Campaigns allow companies to maintain the look and feel of transactional and marketing emails. Users can view and modify designs, track critical metrics (delivery, open, click-through rates) to achieve better results with the help of the UI-based editor.

Messaging

Twilio Messaging is an API to send and receive SMS, MMS, OTT messages all around the world. With the help of its intelligent sending features, messages securely reach their end users any time and at any place. Also, Twilio has SMS-enabled phone numbers in 180 countries.

How does Twilio work?

Video

Twilio Programmable Video, WebRTC, and cloud infrastructure allow users to build secure, real-time video and HD audio applications. These may be for telemedicine, distance learning, recruiting, social networking, and any other industry. To launch the app in several minutes it is best to use JavaScript, iOS, Android SDKs, quickstarts, and open-source sample code. After launching the app you can customize it according to your business and customer needs.

Voice

Twilio Programmable Voice is a channel that allows direct human connection. It gives you a chance to make, manage, and route calls to a browser, an app, a phone, etc. With its help, PSTN, SIP, or VoIP calls can be embedded into any app, site, or service.

Email

The Twilio SendGrid API is responsible for deliverability. It helps to maximize an inbox placement with streamlined tools, valuable recommendations, and expert services.

User verification

Twilio Verify requests customer verification at sign-up, SMS, Voice, email, and push notifications. Twilio Verify takes care of channel maintenance and management, its security, and business logic.

Connectivity

Twilio has a global Super Network with an average route depth of four providers. This global connectivity allows the Twilio Customer Engagement Platform to seamlessly and effortlessly scale together with your business.

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