What users are saying about

8x8 X Series vs Twilio

8x8 X Series
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Top Rated
440 Ratings
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Twilio
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Top Rated
133 Ratings

8x8 X Series

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Top Rated
440 Ratings
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Score 8.3 out of 100

Based on 440 reviews and ratings

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Twilio

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Top Rated
133 Ratings
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Score 8.7 out of 100

Based on 133 reviews and ratings

Feature Set Ratings

    Cloud PBX

    8.7

    8x8 X Series

    87%

    Twilio

    Feature Set Not Supported
    N/A
    8x8 X Series ranks higher in 5/5 features
    8x8 X Series ranks higher in 5/5 features

    Hosted PBX

    8.6
    86%
    125 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    9.8
    98%
    49 Ratings
    N/A
    0 Ratings

    User templates

    8.3
    83%
    131 Ratings
    N/A
    0 Ratings

    Call reports

    8.1
    81%
    171 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.4
    84%
    187 Ratings
    N/A
    0 Ratings

    Call Management

    8.4

    8x8 X Series

    84%

    Twilio

    Feature Set Not Supported
    N/A
    8x8 X Series ranks higher in 5/5 features
    8x8 X Series ranks higher in 5/5 features

    Answering rules

    8.3
    83%
    226 Ratings
    N/A
    0 Ratings

    Call recording

    9.2
    92%
    187 Ratings
    N/A
    0 Ratings

    Call park

    7.9
    79%
    178 Ratings
    N/A
    0 Ratings

    Call screening

    8.0
    80%
    167 Ratings
    N/A
    0 Ratings

    Message alerts

    8.7
    87%
    218 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    8.3

    8x8 X Series

    83%

    Twilio

    Feature Set Not Supported
    N/A
    8x8 X Series ranks higher in 4/4 features
    8x8 X Series ranks higher in 4/4 features

    Video conferencing

    7.6
    76%
    113 Ratings
    N/A
    0 Ratings

    Audio conferencing

    8.2
    82%
    159 Ratings
    N/A
    0 Ratings

    Video screen sharing

    8.7
    87%
    68 Ratings
    N/A
    0 Ratings

    Instant messaging

    8.8
    88%
    90 Ratings
    N/A
    0 Ratings

    Mobile apps

    8.5

    8x8 X Series

    85%

    Twilio

    Feature Set Not Supported
    N/A
    8x8 X Series ranks higher in 2/2 features
    8x8 X Series ranks higher in 2/2 features

    Mobile app for iOS

    8.5
    85%
    178 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    8.5
    85%
    137 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • 8x8 X Series is rated higher in 1 area: Usability
    • Twilio is rated higher in 4 areas: Likelihood to Recommend, Support Rating, Contract Terms and Pricing Model, Professional Services

    Likelihood to Recommend

    8.3

    8x8 X Series

    83%
    266 Ratings
    8.8

    Twilio

    88%
    51 Ratings

    Likelihood to Renew

    9.5

    8x8 X Series

    95%
    14 Ratings

    Twilio

    N/A
    0 Ratings

    Usability

    9.3

    8x8 X Series

    93%
    39 Ratings
    9.1

    Twilio

    91%
    10 Ratings

    Availability

    9.2

    8x8 X Series

    92%
    8 Ratings

    Twilio

    N/A
    0 Ratings

    Performance

    9.3

    8x8 X Series

    93%
    8 Ratings

    Twilio

    N/A
    0 Ratings

    Support Rating

    7.3

    8x8 X Series

    73%
    173 Ratings
    9.4

    Twilio

    94%
    18 Ratings

    In-Person Training

    10.0

    8x8 X Series

    100%
    1 Rating

    Twilio

    N/A
    0 Ratings

    Implementation Rating

    8.6

    8x8 X Series

    86%
    12 Ratings

    Twilio

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    7.6

    8x8 X Series

    76%
    8 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Product Scalability

    8.7

    8x8 X Series

    87%
    6 Ratings

    Twilio

    N/A
    0 Ratings

    Professional Services

    8.9

    8x8 X Series

    89%
    7 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    8x8 X Series

    The 8x8 X Series allows flexibility to use the company phone system whether you are physically in the office using a handset, or are working remotely using the app on your smartphone. We are able to deploy 8x8 X Series very quickly since there is no requirement for PBX hardware or telco lines since you just need to be connected to the internet. We can easily get new users on the 8x8 phone system immediately.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 266 answers on this topic

    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.

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    Mary Tihoni | TrustRadius Reviewer
    Mary Tihoni
    View all 51 answers on this topic

    Pros

    8x8 X Series

    • We love the conference calling since many users are working from home.
    • The fact that we can reprogram it on the fly without having 8x8 do it is a big plus.
    • Being able to take the phones with us using the app on our cell phones is a bonus.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 266 answers on this topic

    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.

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    Max Safier | TrustRadius Reviewer
    Max Safier
    View all 51 answers on this topic

    Cons

    8x8 X Series

    • App improvement - connectivity issues
    • Base level training - new employee handbook/training
    • Simplify steps on an overwhelming dashboard. Maybe the ability to set up quick links for functions we do often- to update VM is many, many steps.
    • Customer service when placing a ticket - we have had many issues with them not taking the time to understand our question/problem.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 266 answers on this topic

    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.

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    Evan Laird | TrustRadius Reviewer
    Evan Laird
    View all 51 answers on this topic

    Pricing Details

    8x8 X Series

    General

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

    Starting Price

    $12 Per User/Per Month

    8x8 X Series Editions & Modules

    Edition
    8x8 Express$121
    X2$241
    X4$441
    1. Per User/Per Month
    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 X Series

    8x8 X Series 9.5
    Based on 14 answers
    Everyone at the company now have the experiance needed to make phone calls, meetings, video conferencing. It's easy to use is unmatched in the industry. It's been a solid product throughout. The phone tree was easy to setup with the implementation team and they guided us throughout the process

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    Steve Morin | TrustRadius Reviewer
    Steve Morin
    View all 14 answers on this topic

    Twilio

    No score
    No answers yet
    No answers on this topic

    Usability

    8x8 X Series

    8x8 X Series 9.3
    Based on 39 answers
    Most of the easy day-to-day questions are no longer even questions due to the ease of use and simplified experience on 8x8. Changing voicemail via the desk phone or mobile app could be simplified or match the ease of using the 8x8 desktop app.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 39 answers on this topic

    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.

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    Chirag Shukla | TrustRadius Reviewer
    Chirag Shukla
    View all 10 answers on this topic

    Reliability and Availability

    8x8 X Series

    8x8 X Series 9.2
    Based on 8 answers
    In the time I have used 8x8 Virtual Office, the core system has been up and running almost flawlessly though we do have a slight performance degradation from time to time as is expected of cloud software. The one recurring issue for us is that the fax connection is not always functional for outbound messages. We usually have to retry three or four times to get the fax to connect reliably to the destination machine. Once connected, it's smooth sailing.

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    Daniel Herrera | TrustRadius Reviewer
    Daniel Herrera
    View all 8 answers on this topic

    Twilio

    No score
    No answers yet
    No answers on this topic

    Performance

    8x8 X Series

    8x8 X Series 9.3
    Based on 8 answers
    No problems with performance, Pages load as they should. I can't answer on the reports side as only a handful of our Admins ( call center ) currently use that side of the software. It does intergrate very well with Office for meetings and conferences. Sometimes there is a slight lag or static when users are talking, but we found this to be a cause of a users computer had not restarted in a while, Once the user restarts thier computer the problem is resolved, So this is not an issue with 8x8

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    Steve Morin | TrustRadius Reviewer
    Steve Morin
    View all 8 answers on this topic

    Twilio

    No score
    No answers yet
    No answers on this topic

    Support Rating

    8x8 X Series

    8x8 X Series 7.3
    Based on 173 answers
    I had very good interactions with the general support staff, whether it was over the phone or using the support portal. They are very responsive and do their very best to answer my questions to my satisfaction. My experience with follow-up by our sales representative has been below expectations, especially when it came to modifying our account.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 173 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 18 answers on this topic

    In-Person Training

    8x8 X Series

    8x8 X Series 10.0
    Based on 1 answer
    The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group

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    Steve Morin | TrustRadius Reviewer
    Steve Morin
    View all 1 answers on this topic

    Twilio

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    8x8 X Series

    8x8 X Series 8.6
    Based on 12 answers
    None that I can think of, Besides the call tree which can get complex, the problems we ran into were not a sticking point seeing the project as a whole was such a great success. One would expect more issues to arise when implementing a whole new phone infrastructure in a company this size

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    Steve Morin | TrustRadius Reviewer
    Steve Morin
    View all 12 answers on this topic

    Twilio

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    8x8 X Series

    8x8 X Series had competitive pricing and we absorbed another environment that was already under contract. In an attempt to have a single unified ucaas we migrated to 8x8. Cisco UCM and 3CX were more involved when setting up but gave us the ability to do anything we wanted with our calls. We had more freedom and did not have forced obsolescence with our PC or wireless clients. 8x8 on the other hand was very easy to setup once we had our call routing and flow and requires us to constantly update.

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    Daniel Bonilla | TrustRadius Reviewer
    Daniel Bonilla
    View all 266 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 51 answers on this topic

    Contract Terms and Pricing Model

    8x8 X Series

    8x8 X Series 7.6
    Based on 8 answers
    At this time, we’re very happy with the pricing model that we have worked out and they have provided for us. Just be sure to do your homework, and use your comparisons to work out your cost with 8x8. They will be very straightforward with you on what they can
    adjust for you.

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    Jondre Chandler | TrustRadius Reviewer
    Jondre Chandler
    View all 8 answers on this topic

    Twilio

    Twilio 10.0
    Based on 1 answer
    Being in South Africa, direct local currency support would be nice

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    Farren Mare | TrustRadius Reviewer
    Farren Mare
    View all 1 answers on this topic

    Scalability

    8x8 X Series

    8x8 X Series 8.7
    Based on 6 answers
    We've had periods where our organization has grown a considerable amount and we have had no issues in scaling our communications with 8x8. The number of possible extensions that we can use is far more than we expect to go through in a very long time. The only complaint that I have is a very minor inconvenience for me where I have to download activation codes for each phone. I would prefer to have the phones automatically activated as soon as they are plugged in.

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    Daniel Herrera | TrustRadius Reviewer
    Daniel Herrera
    View all 6 answers on this topic

    Twilio

    No score
    No answers yet
    No answers on this topic

    Professional Services

    8x8 X Series

    8x8 X Series 8.9
    Based on 7 answers
    PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.

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    Steve Morin | TrustRadius Reviewer
    Steve Morin
    View all 7 answers on this topic

    Twilio

    Twilio 10.0
    Based on 1 answer
    No answer on this topic is available.

    Return on Investment

    8x8 X Series

    • 8x8 [X Series] has been a staple for our organization for years, while it has worked, it has become dated and requires a massive update.
    • The latest update took us offline for 72 hours. Despite adhering to the instructions given in the update email.
    • Mobile and desktop apps do not function properly. The "Helper Tool" does not work and is a nuisance.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 266 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 51 answers on this topic

    Screenshots

    8x8 X Series

    —

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