What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
229 Ratings
8x8 Contact Center
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
229 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 229 reviews and ratings
Twilio
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
137 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.6 out of 100
Based on 137 reviews and ratings
- Feature Set Ratings
- Attribute Ratings
- Likelihood to Recommend
- Pros
- Cons
- Pricing Details
- Likelihood to Renew
- Usability
- Reliability and Availability
- Performance
- Support Rating
- In-Person Training
- Online Training
- Implementation Rating
- Alternatives Considered
- Contract Terms and Pricing Model
- Scalability
- Return on Investment
- Screenshots
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
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
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.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
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.
Social Media Manager
Moana Creative MarketingMarketing & Advertising, 1-10 employees
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.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
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.
Contact Center Solutions Engineer
VesuvITas Contact Center Solutions GroupInformation Technology & Services, 11-50 employees
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.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesTwilio
- 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.
Chief Marketing Officer
DinelyInternet, 1-10 employees
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 |
- per message sent or received
- per minute to receive a call
- per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
- per min per participant
- per month up to 100k emails. (Up to 40k emails free for 30 days)
- per active user hour (5000 hours free)
- per named user per month (5000 hours free)
- per min to make a call
- per active user per month
- per authentication
- per SIM card
- per MB
- Per WhatsApp Template message sent
- Per WhatsApp session message
- Per min for origination
- 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
CSR
FRED LOYA INSURANCEInsurance, 11-50 employees
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!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
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.
CITO (Chief Information Technology Officer)
Risk Administration Services, Inc.Insurance, 51-200 employees
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
Customer Service Agent
Fred LoyaAutomotive, 51-200 employees
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

Verified User
Employee in Customer Service
Insurance Company, 10,001+ employeesTwilio
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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
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.

Verified User
Director in Marketing
Media Production Company, 1-10 employeesIn-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.

Verified User
Employee in Customer Service
Insurance Company, 10,001+ employeesTwilio
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

Verified User
Employee in Customer Service
Insurance Company, 10,001+ employeesTwilio
No answers on this topic
Implementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 3 answers
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
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.

Verified User
C-Level Executive in Engineering
Telecommunications Company, 51-200 employeesContract 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.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
Twilio
Twilio 10.0
Based on 1 answer
Being in South Africa, direct local currency support would be nice
CIO (Chief Information Officer)
WamlyHuman Resources, 1-10 employees
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
Customer Service Agent
Fred LoyaAutomotive, 51-200 employees
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
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.

Verified User
Program Manager in Product Management
Human Resources Company, 11-50 employees