What users are saying about
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Top Rated
153 Ratings
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Top Rated
133 Ratings

Avaya OneCloud CCaaS

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Top Rated
153 Ratings
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Score 7.7 out of 100

Twilio

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Top Rated
133 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Contact Center Software

    9.0

    Avaya OneCloud CCaaS

    90%

    Twilio

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 13/13 features

    Agent dashboard

    9.1
    91%
    25 Ratings
    N/A
    0 Ratings

    Validate callers

    9.2
    92%
    24 Ratings
    N/A
    0 Ratings

    Outbound response

    9.0
    90%
    24 Ratings
    N/A
    0 Ratings

    Call forwarding

    9.3
    93%
    26 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.4
    84%
    21 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.8
    88%
    21 Ratings
    N/A
    0 Ratings

    REST APIs

    9.0
    90%
    20 Ratings
    N/A
    0 Ratings

    Call scripts

    9.2
    92%
    22 Ratings
    N/A
    0 Ratings

    Call tracking

    9.3
    93%
    25 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.9
    89%
    24 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.2
    92%
    23 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.0

    Avaya OneCloud CCaaS

    90%

    Twilio

    Feature Set Not Supported
    N/A
    Avaya OneCloud CCaaS ranks higher in 9/9 features

    Inbound call routing

    9.3
    93%
    27 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.2
    92%
    25 Ratings
    N/A
    0 Ratings

    Recording

    8.7
    87%
    25 Ratings
    N/A
    0 Ratings

    Quality management

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    Call analytics

    8.9
    89%
    25 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.7
    87%
    25 Ratings
    N/A
    0 Ratings

    Live reporting

    9.1
    91%
    25 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.0
    90%
    23 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.9
    89%
    23 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Twilio is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    8.4

    Avaya OneCloud CCaaS

    84%
    44 Ratings
    8.8

    Twilio

    88%
    51 Ratings

    Likelihood to Renew

    8.0

    Avaya OneCloud CCaaS

    80%
    13 Ratings

    Twilio

    N/A
    0 Ratings

    Usability

    8.0

    Avaya OneCloud CCaaS

    80%
    6 Ratings
    9.1

    Twilio

    91%
    10 Ratings

    Availability

    7.0

    Avaya OneCloud CCaaS

    70%
    2 Ratings

    Twilio

    N/A
    0 Ratings

    Performance

    10.0

    Avaya OneCloud CCaaS

    100%
    2 Ratings

    Twilio

    N/A
    0 Ratings

    Support Rating

    6.3

    Avaya OneCloud CCaaS

    63%
    6 Ratings
    9.4

    Twilio

    94%
    18 Ratings

    Implementation Rating

    9.1

    Avaya OneCloud CCaaS

    91%
    6 Ratings

    Twilio

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    Avaya OneCloud CCaaS

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    Avaya OneCloud CCaaS

    Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
    Aly Hajiani | 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

    Avaya OneCloud CCaaS

    • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
    • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
    • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
    • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
    Shauna Stermer | 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

    Avaya OneCloud CCaaS

    • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
    • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
    Alfred Brock | 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

    Avaya OneCloud CCaaS

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    Required

    Starting Price

    $48 per month

    Avaya OneCloud CCaaS Editions & Modules

    Additional Pricing Details
    Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

    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

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 8.0
    Based on 13 answers
    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.
    Michelle VanderBand | TrustRadius Reviewer

    Twilio

    No score
    No answers yet
    No answers on this topic

    Usability

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 8.0
    Based on 6 answers
    I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
    Michelle VanderBand | TrustRadius Reviewer

    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

    Avaya OneCloud CCaaS

    Avaya OneCloud CCaaS 6.3
    Based on 6 answers
    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.
    Uchenna Ezumezuh | TrustRadius Reviewer

    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

    Avaya OneCloud CCaaS

    There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
    Richard Heller | 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

    Avaya OneCloud CCaaS

    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

    Avaya OneCloud CCaaS

    • Once purchased and running, you don't need to worry about it for years.
    • Support price is following the other companies. Price is good.
    • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
    Anonymous | 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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