What users are saying about
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Top Rated
141 Ratings
25 Ratings
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Score 7.9 out of 100

Twilio

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Top Rated
141 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Contact Center Software

    7.4

    Aspect Unified IP

    74%

    Twilio

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 13/13 features

    Agent dashboard

    7.0
    70%
    3 Ratings
    N/A
    0 Ratings

    Validate callers

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Outbound response

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call forwarding

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Interactive voice response

    5.0
    50%
    3 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Call scripts

    4.0
    40%
    3 Ratings
    N/A
    0 Ratings

    Call tracking

    6.0
    60%
    3 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    2 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.0
    80%
    3 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    Aspect Unified IP

    85%

    Twilio

    Feature Set Not Supported
    N/A
    Aspect Unified IP ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.1
    81%
    2 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Quality management

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Call analytics

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Historical reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Live reporting

    7.4
    74%
    2 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Twilio is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.0

    Aspect Unified IP

    70%
    4 Ratings
    8.7

    Twilio

    87%
    51 Ratings

    Likelihood to Renew

    7.0

    Aspect Unified IP

    70%
    1 Rating

    Twilio

    N/A
    0 Ratings

    Usability

    Aspect Unified IP

    N/A
    0 Ratings
    9.1

    Twilio

    91%
    10 Ratings

    Support Rating

    Aspect Unified IP

    N/A
    0 Ratings
    9.4

    Twilio

    94%
    18 Ratings

    Contract Terms and Pricing Model

    Aspect Unified IP

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    Aspect Unified IP

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    Aspect Unified IP

    Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
    Anonymous | 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

    Aspect Unified IP

    • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
    • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
    • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
    Joseph Burda | 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

    Aspect Unified IP

    • The reports are very basic.
    • There may be a broader reporting line, perhaps with more detailed records.
    Jose Raul Faria | 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

    Aspect Unified IP

    General

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

    Starting Price

    Aspect Unified IP 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

    Aspect Unified IP

    Aspect Unified IP 7.0
    Based on 1 answer
    Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
    Anonymous | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Usability

    Aspect Unified IP

    No score
    No answers yet
    No 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.
    Chirag Shukla | TrustRadius Reviewer

    Support Rating

    Aspect Unified IP

    No score
    No answers yet
    No 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.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Aspect Unified IP

    We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
    Bhosale Deepak | 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

    Aspect Unified IP

    No score
    No answers yet
    No answers on this topic

    Twilio

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

    Return on Investment

    Aspect Unified IP

    • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
    • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
    Joseph Burda | 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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