Twilio Video update: Twilio Video’s journey continues, bringing the human touch to your customer engagement experience

Twilio Video update: Twilio Video’s journey continues, bringing the human touch to your customer engagement experience

Today, we're excited to announce that Twilio Video will remain as a product that we are committed to investing in and growing to best meet the needs of our customers. As a company, we're focused on delivering exceptional customer experiences that help brands unlock the promise of communications, contextual data, and AI. Our news today will help ensure brands are continuing to reach their customers on their preferred communication channels - including Video.

Twilio Video will not be discontinued, and instead, we are investing in its development moving forward to continue to enhance customer engagement by enabling businesses to embed Video calling into their unique customer experiences. Late last year, we announced that Twilio Video would be reaching its end-of-life (EOL) phase. However, after extensive feedback from our community and consideration for our vision for the future of customer engagement, we are thrilled to announce a reversal of this decision. 

Why the change?

This decision was not made lightly. After listening closely to feedback from our customers, we’ve determined that continuing to offer and enhance Twilio Video is essential to meeting their needs. Our customers have shared how important video is to delivering personalized, high-quality customer engagement experiences, and by further improving this product, we believe we can help brands achieve seamless, customizable video interactions at a global scale.

Twilio’s strategic vision is to be one platform for every customer interaction and to deliver personalized engagement for our customers. We know that businesses need a flexible customer engagement platform that enables them to build a unique and seamless customer experience. Customer engagement continues to rely heavily on personalization and trust, ensuring that your customers feel valued and establish loyalty to your business.

In our 2024 State of Customer Engagement Report, we found that 94% of Engagement Leaders say personalizing customer engagement is a high or critical priority and they expect their investment in digital customer engagement to increase 133% by 2027. In addition, our 2024 Consumer Preferences Report concluded that 42% of consumers made repeat purchases from brands that used trustworthy communication methods.

Video calling is the most personalized and trusted digital interaction. By enabling a 1:1, face-to-face, multimedia, visual experience with real-time responsiveness, Video calling provides the authenticity and personal touch of an in-person experience, with the convenience and reach of digital communications. 

And the investment in video calling for customer engagement is growing, according to Gartner’s Forecast Analysis:  for CPaaS, Worldwide, AI and video will grow from 19.4% share in 2023 to 38.1% share in 2028.

We have heard from many of you about how integral Twilio Video has become to your operations and accomplishing your key business objectives. 

Take the telehealth platform, MDLive, which saw its net promoter score (NPS) increase to 70+ since improving video capabilities by implementing Twilio Video. It’s clear that Twilio Video continues to deliver exceptional security and customization for your customer experiences, including HIPAA-eligible telehealth solutions, secure financial consultative services, virtual retail experiences, and customer service escalations. Whether you’re facilitating a video experience as a core element of your product or service offering, enabling a customer support resolution, or enhancing a sales conversation from a message or voice to video, Twilio Video provides quality video calling that is simple to integrate and easy to scale.

What to expect moving forward

Focused Innovation: As we enter into the next era of Twilio Video, our product roadmap will have a narrowed focus and we’ll be doubling down on support for customer engagement use cases, such as connecting with healthcare professionals, professional services, virtual selling for retail, customer support resolution, and escalating a sales conversation from a message or voice to video, which all enable brands to better engage with their customers. 

New Features and Enhancements: Expect exciting new features and improvements that will enhance the usability and functionality of Twilio Video. We will specifically focus on making it easier to seamlessly integrate Video calling into your customer engagement experiences as well as extracting and leveraging data to optimize your experiences and deliver actionable business insights. 

Customer and Product Support: We will continue to offer customer support for the Twilio Video product including product development support for enhancements based on your ongoing feedback.

Training and Resources: Ease of integration and driving efficiency for development teams continues to be a core value of our Twilio Video offering. We will continue to provide technical training resources and documentation to accelerate your time to value and leverage the full capabilities of Twilio Video.

Next steps

We hope you join us in our excitement around the future of Twilio Video. For more information on Twilio Video features and how to get started, check out our product documentation, or reach out to your Twilio Account Executive to discuss how Twilio Video could best serve your business.

^{1 Gartner®, “Forecast Analysis: CPaaS Worldwide” Lisa Unden-Farboud, Daniel O’Connell, Ajit Patankar, March 8, 2024}