Twilio & Ventrica
At Ventrica, we harness Twilio to create seamless, omnichannel CX - integrating voice, SMS, WhatsApp and more into real-time journeys that feel personal, timely, and effortless at every touchpoint.
Powering personalised communication across every channel, every customer, every time
Today’s customers expect seamless, responsive, and context-aware communication – from proactive notifications to on-demand support across messaging, voice and digital. That’s why Ventrica partners with Twilio, a world-leading programmable communications platform, to deliver customer engagement that’s not just efficient – but deeply personal.
Twilio enables us to orchestrate proactive, real-time and reactive communication journeys across SMS, WhatsApp, voice and more. Combined with Ventrica’s emotionally intelligent service design, we transform every interaction into a branded experience – smartly triggered, thoughtfully delivered, and fully aligned with your customer lifecycle.
From messaging to meaning: Twilio + Ventrica in action
Why we partner with Twilio
At Ventrica, we believe meaningful customer experience depends on relevant, timely and human communication – regardless of platform or channel. Twilio gives us the infrastructure to deliver that at scale.
We chose Twilio because it’s more than a messaging tool – it’s a communications ecosystem that lets us embed conversations directly into CX journeys, trigger messages based on real-time data, and integrate voice or chat seamlessly into Zendesk, CRMs and eCommerce platforms.
Whether it’s a proactive delivery update, a WhatsApp-based support request, or a call routed intelligently based on sentiment, Twilio helps us ensure every interaction feels joined-up, frictionless, and brand-right.
How we work together
As part of our CXaaS partner solution, Ventrica implements Twilio to power real-time, context-rich conversations at every stage of the customer lifecycle – from acquisition through to support and retention.
We design and deploy Twilio-powered journeys that trigger the right message, via the right channel, at the right time – blending automation with emotional intelligence to create impactful experiences.
Our Twilio delivery includes:
- Two-way messaging across SMS, WhatsApp and in-app chat
- Proactive communication strategies (reminders, updates, alerts)
- Twilio Voice for intelligent routing and IVR
- Integration with Zendesk, Salesforce, CRMs and eCommerce platforms
- Omnichannel journey design and automation
- Agent interface enhancements for real-time interactions
- Campaign optimisation through reporting and analytics
Twilio gives us the channel. Ventrica gives it the purpose.
What we deliver
Omnichannel communication from one central engine
Engage your customers via their preferred channel – SMS, WhatsApp, voice or more.
Provides a unified platform and consistent tone.
Proactive service that reduces inbound volume
Use Twilio to send smart, automated messages before customers need to contact you.
Cuts out repeat tickets, defuses issues early, and boosts trust.
Two-way messaging that builds relationships
We create conversational journeys that feel human.
Handle returns, bookings, updates and feedback in the customer’s native channel.
Smart voice experiences, from IVR to agent assist
Twilio Voice powers dynamic call flows, sentiment-led routing and contextual assistance.
Makes every phone interaction smoother and smarter.
Integrated data and customer history
Twilio connects with your CRM, order system and Zendesk environment.
Messages are not just fast, but fully informed.
Scalable communication for growing brands
Expand internationally, onboard thousands, or launch new channels.
Twilio + Ventrica ensures your CX scales with you.
With Twilio and Ventrica, you can create CX journeys that speak your customers’ language – and deliver connection, not just communication
50 things to do when choosing a contact centre outsourcing partner
Outsourcing customer interactions is a key decision. This guide outlines 50 steps to help you choose the right contact centre partner, ensuring trust and alignment with your goals.
Advanced customer experience technologies
From the cloud to AI, this whitepaper will explore how to use the latest customer contact technologies to improve your customer relationships and business results.
Elevating CX through strategic technology partnerships
Empowering exceptional CX through Zendesk and strategic tech partners – delivering personalised, scalable, and AI-enhanced solutions that drive measurable results.
Strategic benefits of outsourcing your contact centre & customer experience
Managing customer interactions is challenging. Many businesses outsource contact centres to specialists, ensuring expertise in customer experience and operations.
We knew from day one that Twilio’s solutions were the most qualified because our developers had first-hand experience, knowledge, and success working with them in the past. Twilio’s Programmable Messaging and SendGrid Email API scale perfectly with the growth of our business and checked off all the necessary boxes for Crypto.com. The decision to choose Twilio was straightforward and we have been thrilled with the results.
Matthew Chan, Chief Technology Officer, Crypto.com
Related solutions
Customer sentiment analysis
Provides real-time insights into customer sentiment for data-driven decision-making.
Multilingual contact centre
Support across multiple languages to cater to diverse customer bases.
Digital transformation
Drives innovation by integrating new digital technologies to improve CX (supported by Zendesk).
Workforce Engagement Management (WEM)
AI-driven WEM featuring Workforce Management and Quality Assurance to improve support quality from end to end.
CXaaS partner
A leading customer experience as a service (CXaaS) provider and a strategic Premium Partner with Zendesk, offering advanced customer support solutions.
Implementing Segment at Trustpilot has been instrumental in democratising our data. By enabling us to collect, manage, and govern our data, Segment has ensured data accuracy and reliability, which has saved us valuable time and resources. The tool’s ability to scale with our growth has also allowed us to deliver personalised experiences at scale, which is essential given the sheer volume of reviews and visitors we receive.
Angela Timofte, VP of Engineering for Trustpilot
Frequently asked questions
Yes, we specialise in premium and VIP customer experiences, ensuring high-net-worth individuals and brand-loyal customers receive white-glove service.
Yes, we work with major CRM platforms such as Salesforce, Zendesk, and bespoke industry solutions to ensure smooth integration and data flow.