Avaya Experience Platform vs. Twilio

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Experience Platform
Score 8.5 out of 10
N/A
The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive…
$48
per month
Twilio
Score 7.1 out of 10
N/A
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
Avaya Experience PlatformTwilio
Editions & Modules
No answers on this topic
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
Avaya Experience PlatformTwilio
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeRequiredOptional
Additional DetailsDigital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)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.
More Pricing Information
Community Pulse
Avaya Experience PlatformTwilio
Top Pros
Top Cons
Features
Avaya Experience PlatformTwilio
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Experience Platform
8.3
37 Ratings
0% below category average
Twilio
-
Ratings
Agent dashboard8.035 Ratings00 Ratings
Validate callers8.532 Ratings00 Ratings
Outbound response6.831 Ratings00 Ratings
Call forwarding9.135 Ratings00 Ratings
Click-to-call (CTC)8.828 Ratings00 Ratings
Warm transfer8.735 Ratings00 Ratings
Predictive dialing6.627 Ratings00 Ratings
Interactive voice response9.031 Ratings00 Ratings
REST APIs8.226 Ratings00 Ratings
Call scripts7.629 Ratings00 Ratings
Call tracking8.934 Ratings00 Ratings
Multichannel integration9.232 Ratings00 Ratings
CRM software integration8.531 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Experience Platform
8.1
37 Ratings
1% below category average
Twilio
-
Ratings
Inbound call routing8.636 Ratings00 Ratings
Omnichannel inbound routing8.632 Ratings00 Ratings
Recording8.335 Ratings00 Ratings
Quality management7.933 Ratings00 Ratings
Call analytics7.933 Ratings00 Ratings
Historical reporting8.334 Ratings00 Ratings
Live reporting7.333 Ratings00 Ratings
Customer surveys7.930 Ratings00 Ratings
Customer interaction analytics7.729 Ratings00 Ratings
Best Alternatives
Avaya Experience PlatformTwilio
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Experience PlatformTwilio
Likelihood to Recommend
8.6
(53 ratings)
6.5
(78 ratings)
Likelihood to Renew
7.3
(11 ratings)
7.8
(5 ratings)
Usability
8.2
(7 ratings)
9.5
(10 ratings)
Availability
7.0
(1 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
7.1
(23 ratings)
Support Rating
9.1
(4 ratings)
5.6
(16 ratings)
Implementation Rating
8.2
(2 ratings)
9.5
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
10.0
(1 ratings)
Professional Services
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Avaya Experience PlatformTwilio
Likelihood to Recommend
Avaya
The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
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Twilio
Twilio is well suited to sending SMS reminders to prospects on the lead-up to sales appointments. This has helped us improve attendance rates for these meetings. We also use Twilio to communicate with these prospects post-meeting to make offers on products and services and for feedback on their meeting.
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Pros
Avaya
  • The app and the ability to use the "office" phone while on the road.
  • There's an easy implementation and training process to get everyone on board quickly.
  • Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease.
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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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Cons
Avaya
  • One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
  • The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
  • Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
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Twilio
  • 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
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Likelihood to Renew
Avaya
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
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Twilio
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.
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Usability
Avaya
Very Easy to use and Intuitive. Reporting and Graphical user inferface suport the latest browsers and that fact it integrated and complements existing customer experience platform make it easy to bring over into the environment. Finally, the fact it is all in the cloud, no issues running updates, upgrades, or things of that nature that would slow the service.
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Twilio
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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Performance
Avaya
No answers on this topic
Twilio
The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.
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Support Rating
Avaya
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
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Twilio
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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Implementation Rating
Avaya
No, everything was implemented by Avaya Support
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Twilio
The developer APIs and SDKs are super easy to follow.
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Alternatives Considered
Avaya
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
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Twilio
Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!
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Contract Terms and Pricing Model
Avaya
No answers on this topic
Twilio
Being in South Africa, direct local currency support would be nice
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Return on Investment
Avaya
  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
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Twilio
  • 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.
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ScreenShots

Twilio Screenshots

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.Screenshot of Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.Screenshot of Flex is a programmable Contact Center that puts you in control.