![]() ![]() The user experience part of this review focuses on the customers’ point of view and the customer experience during the use of the Interactive Voice Response. However, there is an abundance of guides and tutorial videos available online, so getting started wasn’t difficult at all. Since Twilio has a great amount of features, I had to look up where to find the option to build an IVR. While creating workflows with Twilio Studio is an easy process, it might be difficult to find the option when you’re new to this solution. When you’re done with creating your workflow, you can attach it to any of your Twilio numbers, and change it at any time. You can map and plan interactively by moving the connectors to create a workflow the way you want it. The latter levels include options to direct a call to a specific number, and more. Saying a message refers to an AI voice that will read your message to a customer, while playing a message allows you to upload a custom voice recording. The first levels have two options – saying a message or playing a message. You can do this by clicking on any of the workflow elements and choosing an action. All you have to do is choose what action each of the separate levels will do. Each IVR level is visualized, and you can plan and map actions just like a user interface designer would when building a website. While the guide proves to be helpful, the Studio workflow is pretty simple on its own. What’s great is that Twilio also has a handy tutorial for each of the workflow builds. In my case, I’ve decided to go with the IVR preset. ![]() Right after you start, you will be presented with a couple of options that offer you to either start completely from scratch, or you can select a specific workflow builder. ![]() Studio is a part of Twilio that allows you to build various workflows, not just IVR. It’s accessible from the dashboard options, located under Studio. Interactive Voice Response is just one of many features available in Twilio applications. If you don’t mind learning the way around the rich featureset, Twilio’s IVR will serve you well every step of the way. It’s easy to build and implement, and it works without any issues. While Twilio is an extensive communication solution that might not be preferred by users with simplicity in mind, the IVR feature works incredibly well. Pricing can get expensive with the volume.It might not be easy to navigate the menus for some users. ![]()
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