8x8 Contact Center vs Twilio

Likelihood to Recommend

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.

Read full review

Gary Savage

Full Stack Engineer

AMS Construction PartsConstruction, 51-200 employees

View all 67 answers on this topic

If you've ever gone to use a multi-factor authenticated app, and not had your authentication device nearby, but had another device on-hand, Authy is for you. Authy makes it easy to turn any of your devices into your second factor for authentication, ensuring that your codes are always at hand. Even if you don't want to use multiple devices, users will appreciate the ability to back up their authentication codes, so that if their authentication device is ever lost, they can easily recover the codes to a new device, without having to re-register the new device with their applications.

Read full review

Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

View all 31 answers on this topic

Feature Rating Comparison

8x8 Contact Center

Twilio

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Twilio

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
8x8 comes with great onboarding support.

Read full review

Verified User

Technician in Information Technology

Marketing & Advertising Company, 51-200 employees

View all 67 answers on this topic

Easy implementation. Just a few lines of code.
Custom numbers for area codes (we have one in each different city).
Cost effective. Very cheap not only for a number (about $1 or so per number per month) but also for sending out automated SMS.
Good overview dashboards to see activity, send rates, and deliverability.
Number verification (so the text that makes you input a code) something we haven't used but will be adding in in the near future.

Read full review

Evan Laird

Chief Marketing Officer

DinelyInternet, 1-10 employees

View all 31 answers on this topic

Cons

The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

Read full review

Chris Nguyen

Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

View all 67 answers on this topic

There is some latency when calling international phone numbers.
You are charged for both incoming and outgoing calls so your costs can go up quite quickly depending on usage.
VoIP laws come into the picture depending on where you are located. You may need to get your IP whitelisted by your provider to allow VoIP calls within your location if this is the case for you. Would be great if Twilio could assist with this aspect.

Read full review

Verified User

Program Manager in Product Management

Human Resources Company, 11-50 employees

View all 31 answers on this topic

Usability

8x8 Contact Center 8.0

Based on 16 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!!

Read full review

Kelly Disera

Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

View all 16 answers on this topic

Twilio 9.0

Based on 1 answer

It really cannot get much easier. Simply sign in, verify the device and off you go. I have found Authy to be very easy and almost identical across all the devices I use. I am disappointed about the slow update process. Authy could use some updating, but I have not seen it yet.

Read full review

Verified User

Manager in Information Technology

Higher Education Company, 51-200 employees

View all 1 answers on this topic

Support Rating

8x8 Contact Center 7.1

Based on 69 answers

The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

Read full review

Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

View all 69 answers on this topic

Twilio 7.3

Based on 14 answers

I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces Google Authenticator for your needs.

Read full review

Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

View all 14 answers on this topic

Alternatives Considered

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.

Read full review

Chris Bugg

Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

View all 67 answers on this topic

Google Authenticator — There's no contest here, Authy feels like a much better choice. It's much easier to recover from a lost phone, and it's one less Google app on my phone.1Password — This is actually the next product we plan to evaluate; it's more promising for sharing accounts across multiple users.

Read full review

Jeff Eaton

Senior Digital Strategist

LullabotInternet, 51-200 employees

View all 31 answers on this topic

Return on Investment

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.

Read full review

Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

View all 67 answers on this topic

Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives.
We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.

Read full review

Verified User

Manager in Information Technology

Computer Software Company, 51-200 employees

View all 31 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Twilio Editions & Modules

Edition

Local Calls	$0.013¹
Toll-Free Calls	$0.013¹
Browser / App Calls	$0.040¹

Per Minute

Additional Pricing Details

—

Rating Summary

8x8 Contact Center

Twilio

8x8 Contact Center

Twilio

8x8 Contact Center

Twilio