Avaya OneCloud CCaaS vs Twilio

What users are saying about

Get Free Demo

Score 7.7 out of 10

Based on 153 reviews and ratings

Get Free Demo

Score 8.7 out of 10

Based on 133 reviews and ratings

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

Avaya OneCloud CCaaS

84%

44 Ratings

8.8

Twilio

88%

51 Ratings

Avaya OneCloud CCaaS

80%

13 Ratings

Twilio

N/A

0 Ratings

Avaya OneCloud CCaaS

80%

6 Ratings

9.1

Twilio

91%

10 Ratings

Avaya OneCloud CCaaS

70%

2 Ratings

Twilio

N/A

0 Ratings

Avaya OneCloud CCaaS

100%

2 Ratings

Twilio

N/A

0 Ratings

Avaya OneCloud CCaaS

63%

6 Ratings

9.4

Twilio

94%

18 Ratings

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

Avaya OneCloud CCaaS

N/A

0 Ratings

10.0

Twilio

100%

1 Rating

Pros

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.

Read full review

Shauna Stermer

Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource

Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees

View all 44 answers on this topic

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.

Read full review

Max Safier

Contact Center Solutions Engineer

VesuvITas Contact Center Solutions GroupInformation Technology & Services, 11-50 employees

View all 51 answers on this topic

Cons

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.

Read full review

Alfred Brock

Communications Specialist

Yazaki North & Central AmericaAutomotive, 10,001+ employees

View all 44 answers on this topic

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.

Read full review

Evan Laird

Chief Marketing Officer

DinelyInternet, 1-10 employees

View all 51 answers on this topic

Pricing Details

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)

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

per message sent or received
per minute to receive a call
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
per min per participant
per month up to 100k emails. (Up to 40k emails free for 30 days)
per active user hour (5000 hours free)
per named user per month (5000 hours free)
per min to make a call
per active user per month
per authentication
per SIM card
per MB
Per WhatsApp Template message sent
Per WhatsApp session message
Per min for origination
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 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.

Read full review

Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

View all 13 answers on this topic

No score

No answers yet

No answers on this topic

Usability

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.

Read full review

Michelle VanderBand

Business Analyst III

AtosInformation Technology and Services, 10,001+ employees

View all 6 answers on this topic

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.

Read full review

Chirag Shukla

CITO (Chief Information Technology Officer)

Risk Administration Services, Inc.Insurance, 51-200 employees

View all 10 answers on this topic

Support Rating

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.

Read full review

Uchenna Ezumezuh

project manager

9mobileTelecommunications, 1001-5000 employees

View all 6 answers on this topic

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.

Read full review

Verified User

Director in Marketing

Media Production Company, 1-10 employees

View all 18 answers on this topic

Alternatives Considered

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.

Read full review

Richard Heller

Sr. Telco Technician

TektivityInformation Technology and Services, 11-50 employees

View all 44 answers on this topic

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.

Read full review

Verified User

C-Level Executive in Engineering

Telecommunications Company, 51-200 employees

View all 51 answers on this topic

Contract Terms and Pricing Model

No score

No answers yet

No answers on this topic

Twilio 10.0

Based on 1 answer

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

Read full review

Farren Mare

CIO (Chief Information Officer)

WamlyHuman Resources, 1-10 employees

View all 1 answers on this topic

Return on Investment

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.

Read full review

Verified User

Administrator in Information Technology

Consumer Services Company, 5001-10,000 employees

View all 44 answers on this topic

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.

Read full review

Verified User

Program Manager in Product Management

Human Resources Company, 11-50 employees

View all 51 answers on this topic

Screenshots

—

See All (3) Twilio Screenshots

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Avaya OneCloud CCaaS

Twilio

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Avaya OneCloud CCaaS

Twilio

Likelihood to Recommend

Avaya OneCloud CCaaS

Twilio

Pros

Avaya OneCloud CCaaS

Twilio

Cons

Avaya OneCloud CCaaS

Twilio

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Avaya OneCloud CCaaS Editions & Modules

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Twilio Editions & Modules

Edition

Additional Pricing Details

Likelihood to Renew

Avaya OneCloud CCaaS

Twilio

Usability

Avaya OneCloud CCaaS

Twilio

Support Rating