What users are saying about
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Top Rated
229 Ratings
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Top Rated
137 Ratings

8x8 Contact Center

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Top Rated
229 Ratings
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Score 7.8 out of 100

Twilio

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Top Rated
137 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    7.5

    8x8 Contact Center

    75%

    Twilio

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.0
    80%
    87 Ratings
    N/A
    0 Ratings

    Validate callers

    7.0
    70%
    80 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    75 Ratings
    N/A
    0 Ratings

    Call forwarding

    7.8
    78%
    94 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    6.6
    66%
    56 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.3
    83%
    89 Ratings
    N/A
    0 Ratings

    Predictive dialing

    6.6
    66%
    42 Ratings
    N/A
    0 Ratings

    Interactive voice response

    7.6
    76%
    55 Ratings
    N/A
    0 Ratings

    REST APIs

    8.1
    81%
    33 Ratings
    N/A
    0 Ratings

    Call scripts

    7.6
    76%
    49 Ratings
    N/A
    0 Ratings

    Call tracking

    6.9
    69%
    85 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    50 Ratings
    N/A
    0 Ratings

    CRM software integration

    6.2
    62%
    45 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.2

    8x8 Contact Center

    82%

    Twilio

    Feature Set Not Supported
    N/A
    8x8 Contact Center ranks higher in 8/8 features

    Inbound call routing

    8.6
    86%
    81 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.1
    91%
    46 Ratings
    N/A
    0 Ratings

    Recording

    8.1
    81%
    80 Ratings
    N/A
    0 Ratings

    Quality management

    7.3
    73%
    78 Ratings
    N/A
    0 Ratings

    Call analytics

    7.8
    78%
    81 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    75 Ratings
    N/A
    0 Ratings

    Live reporting

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    7.6
    76%
    40 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Twilio is rated higher in 4 areas: Likelihood to Recommend, Usability, Support Rating, Contract Terms and Pricing Model

    Likelihood to Recommend

    7.9

    8x8 Contact Center

    79%
    102 Ratings
    8.8

    Twilio

    88%
    51 Ratings

    Likelihood to Renew

    8.4

    8x8 Contact Center

    84%
    5 Ratings

    Twilio

    N/A
    0 Ratings

    Usability

    8.4

    8x8 Contact Center

    84%
    18 Ratings
    9.1

    Twilio

    91%
    10 Ratings

    Availability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Twilio

    N/A
    0 Ratings

    Performance

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Twilio

    N/A
    0 Ratings

    Support Rating

    6.4

    8x8 Contact Center

    64%
    75 Ratings
    9.4

    Twilio

    94%
    18 Ratings

    In-Person Training

    9.1

    8x8 Contact Center

    91%
    1 Rating

    Twilio

    N/A
    0 Ratings

    Implementation Rating

    9.1

    8x8 Contact Center

    91%
    3 Ratings

    Twilio

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.3

    8x8 Contact Center

    73%
    1 Rating
    10.0

    Twilio

    100%
    1 Rating

    Product Scalability

    9.1

    8x8 Contact Center

    91%
    2 Ratings

    Twilio

    N/A
    0 Ratings

    Professional Services

    8x8 Contact Center

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    8x8 Contact Center

    8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
    Amye Roberson | TrustRadius Reviewer

    Twilio

    If you have a business page on Facebook, having Twilio’s chat not feature is a must! No more missed chat messages or clients getting upset because of a delay in replies. Twilio has helped on several occasions answer simple questions, so I didn't even have to answer the chat message manually. It also enables you to recognize when spammy messages are trying to get through.
    Mary Tihoni | TrustRadius Reviewer

    Pros

    8x8 Contact Center

    • Tracks all inbound and outbound calls from our organization.
    • Gives us the ability to record and review calls.
    • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
    Gary Savage | TrustRadius Reviewer

    Twilio

    • Easy to see my team in one place, when they log in and out and what call status they are in.
    • Twilio is a simple, user friendly way to log in and out of work activities.
    • Excellent services and support.
    • The omnichannel feature which allows agents to get request from all channels.
    Max Safier | TrustRadius Reviewer

    Cons

    8x8 Contact Center

    • Post-sale support through the online ticket system is painfully slow.
    • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
    • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
    Anonymous | TrustRadius Reviewer

    Twilio

    • Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
    • Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
    • Easier multi-media sending for images, videos, or files needed.
    Evan Laird | TrustRadius Reviewer

    Pricing Details

    8x8 Contact Center

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    8x8 Contact Center Editions & Modules

    Additional Pricing Details

    Twilio

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0.0,015 per min per participant

    Twilio Editions & Modules

    Edition
    Programmable Messaging$0.00751
    Programmable Voice$0.00852
    Twilio SendGrid Marketing Campaigns$153
    Programmable Video$0.00154
    Twilio SendGrid Email API$14.955
    Twilio Flex (Contact Center)$16
    Twilio Flex (Contact Center)$1507
    Programmable Voice$0.0138
    Twilio Conversations$0.059
    Twilio Authy$0.0910
    Programmable Wireless$2.0011
    Programmable Wireless$0.112
    WhatsApp Business API$0.004213
    WhatsApp Business API$0.00514
    Elastic SIP Trunking$0.04515
    Elastic SIP Trunking$0.00716
    1. per message sent or received
    2. per minute to receive a call
    3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
    4. per min per participant
    5. per month up to 100k emails. (Up to 40k emails free for 30 days)
    6. per active user hour (5000 hours free)
    7. per named user per month (5000 hours free)
    8. per min to make a call
    9. per active user per month
    10. per authentication
    11. per SIM card
    12. per MB
    13. Per WhatsApp Template message sent
    14. Per WhatsApp session message
    15. Per min for origination
    16. Per min for termination
    Additional Pricing Details
    1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

    Likelihood to Renew

    8x8 Contact Center

    8x8 Contact Center 8.4
    Based on 5 answers
    I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
    ROXANNE ROJAS | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Usability

    8x8 Contact Center

    8x8 Contact Center 8.4
    Based on 18 answers
    The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
    Kelly Disera | TrustRadius Reviewer

    Twilio

    Twilio 9.1
    Based on 10 answers
    Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.
    Chirag Shukla | TrustRadius Reviewer

    Reliability and Availability

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 2 answers
    The only issue I have ran across was on getting the updated new version
    Daniela Montes | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Performance

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 2 answers
    Yes everything loads quickly and its ready for use
    Anonymous | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Support Rating

    8x8 Contact Center

    8x8 Contact Center 6.4
    Based on 75 answers
    The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
    Chris Nguyen | TrustRadius Reviewer

    Twilio

    Twilio 9.4
    Based on 18 answers
    I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries.With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
    Anonymous | TrustRadius Reviewer

    In-Person Training

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 1 answer
    Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
    Anonymous | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Online Training

    8x8 Contact Center

    its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
    Anonymous | TrustRadius Reviewer

    Twilio

    No answers on this topic

    Implementation Rating

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 3 answers
    It was extremely easy
    Amye Roberson | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    8x8 Contact Center

    Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
    Chris Bugg | TrustRadius Reviewer

    Twilio

    I receive regular unsolicited communications from Twilio competitors but I do not have the time to review them, given there is no reason for me to switch. Twilio works great and its pricing is acceptable for our situation. Investigating point solutions for text only or voice only would complicate our infrastructure and vendor management and would require some expensive system changes.
    Anonymous | TrustRadius Reviewer

    Contract Terms and Pricing Model

    8x8 Contact Center

    8x8 Contact Center 7.3
    Based on 1 answer
    It is pretty much "Par for the course" with the options out there with other vendors.
    Keith Simpson | TrustRadius Reviewer

    Twilio

    Twilio 10.0
    Based on 1 answer
    Being in South Africa, direct local currency support would be nice
    Farren Mare | TrustRadius Reviewer

    Scalability

    8x8 Contact Center

    8x8 Contact Center 9.1
    Based on 2 answers
    It was implemented across the board in the company and has worked perfectly
    Daniela Montes | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    8x8 Contact Center

    • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
    • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
    Michael Furman | TrustRadius Reviewer

    Twilio

    • Twilio WebRTC allowed us to move a bulk of our communication to the cloud, giving us a lot of visibility on how we were communicating with our customers.
    • It also gave us analytics on how much time users spent on communicating with each other over calls and helped us build features around it.
    • Twilio became the center of all communication on our platform. From chat messages to phone calls, it powered everything.
    Anonymous | TrustRadius Reviewer

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