Twilio

Twilio operates a B2B cloud software and communications infrastructure model. It supplies programmable APIs and software platforms that businesses integrate into their own products, workflows and customer operations. Value is created by abstracting telecom and messaging complexity, providing scalable delivery infrastructure, and bundling adjacent engagement capabilities such as email, CDP, orchestration, contact centre tooling and verification. Revenue comes from recurring software relationships, but a large portion is tied directly to customer usage volumes across messaging, voice, email and verification.

Twilio is a public US software company that provides cloud communications infrastructure and customer engagement software to businesses. Its core products let developers and enterprises embed messaging, voice, video, email, authentication and conversational interfaces into applications, while adjacent products such as Segment and Engage help marketing, data and product teams unify customer data and run cross-channel engagement programmes.

The company makes money through a mix of usage-based API charges and software subscriptions. Its direct customers are businesses rather than end users, especially developers, engineering teams, enterprises, marketers, contact centre operators, security teams and data teams. Twilio has broadened from CPaaS into customer data, email delivery, journey orchestration, contact centre and identity, partly through acquisitions.