What users are saying about
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Top Rated
145 Ratings
14 Ratings
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Score 7.9 out of 100

Twilio

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Top Rated
145 Ratings
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Score 8.5 out of 100

Attribute Ratings

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

Likelihood to Recommend

8.6

Avaya OneCloud CPaaS

86%
5 Ratings
8.7

Twilio

87%
51 Ratings

Usability

8.2

Avaya OneCloud CPaaS

82%
3 Ratings
9.0

Twilio

90%
10 Ratings

Support Rating

8.2

Avaya OneCloud CPaaS

82%
3 Ratings
9.5

Twilio

95%
18 Ratings

Contract Terms and Pricing Model

Avaya OneCloud CPaaS

N/A
0 Ratings
10.0

Twilio

100%
1 Rating

Professional Services

Avaya OneCloud CPaaS

N/A
0 Ratings
10.0

Twilio

100%
1 Rating

Likelihood to Recommend

Avaya

The Avaya [One Cloud CPaaS (formerly Zang Cloud)] of course is very well suited for any business purpose where the automated sending or handing of SMS and voice conversations, but specifically being able to use the embedded "Voice Input" functionality allows you to combine Avaya CPaaS with Natural Language and AI with these multi channel inputs which brings the customer experience to another level!
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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.
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Pros

Avaya

  • IVR
  • Text to speech
  • API Support
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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

  • Native high quality speech-to-text and text-to-speech capabilities.
  • WebRTC voice, video.
  • WhatsApp connectivity.
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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.
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Pricing Details

Avaya OneCloud CPaaS

Starting Price

Editions & Modules

Avaya OneCloud CPaaS editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Twilio

    Starting Price

    $0.0,015 per min per participant

    Editions & Modules

    Twilio editions and modules pricing
    EditionModules
    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

    Footnotes

    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

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional 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.

    Usability

    Avaya

    Avaya OneCloud CPaaS and Spaces Learning make it easy for learners, coaches, and teachers to connect with each other – providing an engaging and effective learning experience. The intuitive user experience, natural collaboration environment, and real-time communications tools empower virtual education that is simple, hybrid, and interactive. Imagine a day-in-the-life of Mark Rowland, a home-based customer service adviser at a large telecommunications company. Mark was recently scheduled for some customer support training, based on identified gaps in his job performance. Mark starts on the “My Classes” screen. The home page for each topic includes a live feed of announcements, learning-related posts, and other activity. The People panel displays a list of all participants and provides an indication of who is currently online. Mark clicks the ‘Join Virtual Classroom’ button to join the next Virtual Coaching Session. Mark meets with a coach and several peers in a live video collaboration environment. Next, Mark clicks the Chat tab and quickly says hi to the group. The coach shares his screen and begins walking the learners through the latest internet connection process for broadband routers. Afterwards, Mark notices that a recording of the session is now available in the Stream.
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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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    Support Rating

    Avaya

    Avaya OneCloud CPaaS support has been excellent. Specifically:
    • Onboarding new users (licensing)
    • API integration support
    • Client platform support for learners
    • Seamless rollout of new features (and documentation)
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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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    Alternatives Considered

    Avaya

    We have tried many other CPaaS platforms including Twilio, Telnyx, Nexmo, SignalWire and Bandwidth. The Avaya CPaaS has the richest set of available features combined with the most competitive pricing model!
    Read full review

    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.
    Read full review

    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

    • Time to market
    • Improve customer service
    Read full review

    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.
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    Screenshots

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