Amazon Connect vs. Google Voice vs. Twilio

Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.

Incentivized

I do think Google Voice works well for organizations that do not have a support team meant to provide regular telephone support, and instead do so on an ad hoc basis. I would not recommend it for high-volume call activities, such as SDR motions.

Incentivized

I found Twilio to be excellent and very easy to use for a programmer in all aspects related to voice, SMS, and other features utilizing their API. I found the node client to be excellent and helpful. We previously used the Apex client for Salesforce before it was discontinued. Although we try not to use Twilio from Apex anymore, using that client was easier than implementing our own.

Incentivized

• It helps us connect with ServiceNow as a direct integration.
• It allows us to document everything from the chat with ticket documentation in real time.
• It allows us to track agent and case activities.

Incentivized

• Google Voice has been great for setting up additional phone lines and numbers.
• The voicemail inbox is a great feature and you can see when messages come in online and listen to the messages from your computer.
• Google Voice allows us to have multiple phone numbers and lines for specific business purposes.

Incentivized

• 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.

Incentivized

• On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
• [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
• [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.

Incentivized

• There has not been much innovation since the initial release.
• It doesn't handle SMS well.
• It does not natively integrate with CRM without legacy complication
• It is not supported by Google as it once was
• Call Recording is non-existent
• Call-Tree or Virtual Auto-Attendant needs are not available

Incentivized

• Segment’s email identifier is case-sensitive, which is ridiculous because emails themselves are not case-sensitive. This means that if I send a capitalized email address in an identify call, it will create a duplicate user rather than matching it with the lowercase email. I think this is a technical oversight that should be corrected.
• I’d like to see more information about the eventual transition of existing Frontline customers to Twilio Flex
• I’d like to see some integrations between Twilio Studio and OpenAI or another open source LLM to provide automated responses, if this hasn’t been done already
• I would like to be able to drag and move the actual lines connecting the steps in Twilio Studio, sometimes mine can get pretty messy
• I think a Bug Report form would be beneficial for developers

Incentivized

Google Voice has been invaluable for us in our effort to provide exceptional customer service. With Google Voice, we have been able to increase our customer interactions while reducing the wait time to reach a live person on our team. We couldn't be more pleased with the way things have worked out since implementing Google Voice.

Incentivized

Unless we can get this handled quickly -- less than 1 week -- we will likely switch to another provider who, in my opinion, we'll have to spend close to $3,000 in development time to build a new integration for texting. Our clients need texting and I feel Twilio has failed us miserably.

Incentivized

It is reliable system. It has own IVR, Database(DynamoDB) Backend(Lambda) support of multi channel(email, chat & voice) Integration with some of the biggest CRM system

Incentivized

I think it works really well in the arena it operates in, but not so well in areas where an enterprise system would be more appropriate. It's great for quick solutions that just work, but not so much for more complex call management tasks.

Incentivized

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.

Incentivized

Twilio executes what it is designed to do: send SMS messages at scale while providing very good deliverability. I believe that Twilio is very good at what we use for adding SMS messages to our comms strategy. We can see those messages get opened and replied to, which is exactly what we are looking to achieve.

Incentivized

They do not offer support unless you have the Business account for Google Voice under G Suite. This is tough, because Google doesn't really have a customer support team for this service, so when it gets shut down for a few hours, we have no choice but to wait it out. But this doesn't happen that often, which is great.

Incentivized

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.

Incentivized

It is a pretty seamless program to transfer to, even for people who either have little experience with these programs or people who were stuck on Skype

Incentivized

The developer APIs and SDKs are super easy to follow.

Incentivized

Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing

Incentivized

The integrations of Google Voice with all our devices are flawless, Android, iOS, Windows, Linux and Mac. Also, the call performance is far superior on wifi as well as on mobile data. With Skype, we had several problems with personal accounts, performance issues, and in general, it felt awkward to use it.

Incentivized

We evaluated many fundraising-based text-to-give programs and found the subscriptions prohibitively expensive for our small scale and uncertain first few years of development. While we may be willing to invest that kind of money after discovering how things work, we're happy with Twilio now and have no desire to start over.

Incentivized

Google Voice should be also be use to those who have difficulty in speaking English. So the contract term will need to be a little strict as Google Voice is used in navigations as the part of GPRS navigation is personal. The private data need to be in control much more securely and safely.

Being in South Africa, direct local currency support would be nice

Incentivized

It help to connect with the products that we use as a part. We need to get in touch with our professional world. It is like a tool that helps us to get in touch with everything from A to Z in our professional careers. So we need to be in touch with everything as linearly as the jpb can be done.

• Amazon Collect has allowed us to scale quickly and retain flexibility.
• Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
• Amazon Collect has allowed us to retain productivity.

Incentivized

• Cost for Google Voice is stellar, starting at $10/mo per user.
• While it doesn't offer a new Audio/Video conferencing solution it does integrate with GSuite so it makes use of Google Calendar and Hangouts/ Google Meet.
• Gets the employee's to use their company phone numbers more as texting is easy and deployment is simple.
• The cell phone app is reliable and easy to deploy.

Incentivized

• It helps drive the adoption of multi-factor authentication by making second-factor authentication quick and easy.
• Decreases the number of times a user spends migrating to a new device from an old one.
• Enables easy access to second-factors of authentication by offering multi-device support, making multi-factor authentication painless.

Incentivized