What users are saying about
85 Ratings
60 Ratings
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Score 7.6 out of 100
85 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

Avaya OneCloud UCaaS

Practicality and flexibility are very good with this tool. It is used by all departments of the company. TI manages the entire Avaya solution. Everything works in the cloud and I didn't need to install any applications on my notebook. Through the browser, I access the virtual meetings without complications. And when I'm in transit, I access the official app on my Android and participate in sessions with my 4G internet. The interface I like a lot and is very friendly and clean. The functionalities are within easy reach, such as screen sharing, mute functions, chat, and annotations.
João Mauricio | TrustRadius Reviewer

Twilio

If you've ever gone to use a multi-factor authenticated app, and not had your authentication device nearby, but had another device on-hand, Authy is for you. Authy makes it easy to turn any of your devices into your second factor for authentication, ensuring that your codes are always at hand. Even if you don't want to use multiple devices, users will appreciate the ability to back up their authentication codes, so that if their authentication device is ever lost, they can easily recover the codes to a new device, without having to re-register the new device with their applications.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud UCaaS
Twilio
8.8
Agent dashboard
Avaya OneCloud UCaaS
Twilio
9.3
Validate callers
Avaya OneCloud UCaaS
Twilio
9.3
Outbound response
Avaya OneCloud UCaaS
Twilio
8.4
Call forwarding
Avaya OneCloud UCaaS
Twilio
8.0
Warm transfer
Avaya OneCloud UCaaS
Twilio
6.1
Interactive voice response
Avaya OneCloud UCaaS
Twilio
9.3
REST APIs
Avaya OneCloud UCaaS
Twilio
9.5
Call scripts
Avaya OneCloud UCaaS
Twilio
9.3
Call tracking
Avaya OneCloud UCaaS
Twilio
9.3
Multichannel integration
Avaya OneCloud UCaaS
Twilio
8.6
CRM software integration
Avaya OneCloud UCaaS
Twilio
9.5

Workforce Optimization (WFO)

Avaya OneCloud UCaaS
Twilio
10.0
Inbound call routing
Avaya OneCloud UCaaS
Twilio
10.0
Recording
Avaya OneCloud UCaaS
Twilio
10.0
Quality management
Avaya OneCloud UCaaS
Twilio
10.0
Call analytics
Avaya OneCloud UCaaS
Twilio
10.0
Historical reporting
Avaya OneCloud UCaaS
Twilio
10.0
Live reporting
Avaya OneCloud UCaaS
Twilio
10.0
Customer surveys
Avaya OneCloud UCaaS
Twilio
10.0
Customer interaction analytics
Avaya OneCloud UCaaS
Twilio
10.0

Pros

Avaya OneCloud UCaaS

  • Assembly rooms for recurring meetings
  • Task tracking by room and by individual
  • Articulation with Calendar to schedule meeting rooms
  • Historically saved documents
  • Chat between connected users
  • Access to the platform without the need to install programs
  • Immediate and highly effective technical advice
Diana Gervasio | TrustRadius Reviewer

Twilio

  • Easy implementation. Just a few lines of code.
  • Custom numbers for area codes (we have one in each different city).
  • Cost effective. Very cheap not only for a number (about $1 or so per number per month) but also for sending out automated SMS.
  • Good overview dashboards to see activity, send rates, and deliverability.
  • Number verification (so the text that makes you input a code) something we haven't used but will be adding in in the near future.
Evan Laird | TrustRadius Reviewer

Cons

Avaya OneCloud UCaaS

  • I would like to see more of their in office communications systems. Right now they seem outpaced by competitors even though their core services are superior.
  • The interface could be updated a little. There is a lot of interaction that the operator needs to go through that could be automated.
Alfred Brock | TrustRadius Reviewer

Twilio

  • There is some latency when calling international phone numbers.
  • You are charged for both incoming and outgoing calls so your costs can go up quite quickly depending on usage.
  • VoIP laws come into the picture depending on where you are located. You may need to get your IP whitelisted by your provider to allow VoIP calls within your location if this is the case for you. Would be great if Twilio could assist with this aspect.
Anonymous | TrustRadius Reviewer

Usability

Avaya OneCloud UCaaS

Avaya OneCloud UCaaS 7.3
Based on 1 answer
There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.
Diana Gervasio | TrustRadius Reviewer

Twilio

Twilio 9.0
Based on 1 answer
It really cannot get much easier. Simply sign in, verify the device and off you go. I have found Authy to be very easy and almost identical across all the devices I use. I am disappointed about the slow update process. Authy could use some updating, but I have not seen it yet.
Anonymous | TrustRadius Reviewer

Support Rating

Avaya OneCloud UCaaS

Avaya OneCloud UCaaS 8.2
Based on 11 answers
It seems like anytime we have some issue it takes support a long time to figure out. It really just seems very lacking overall. Most of the time the phone technicians seem to have no clue what we are talking about and they have to go research and get back to us.
Anonymous | TrustRadius Reviewer

Twilio

Twilio 7.3
Based on 14 answers
I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces Google Authenticator for your needs.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Avaya OneCloud UCaaS

The product pricing sits in the mid-high position compared to its competitor. It provides the most features when compared to the competitors. It has excellent support which can only be matched by the more pricey competitors, however, the lack of 24x7 support can be a challenge especially when your support comes from a country with a different time zone.
Anonymous | TrustRadius Reviewer

Twilio

Google Authenticator — There's no contest here, Authy feels like a much better choice. It's much easier to recover from a lost phone, and it's one less Google app on my phone.1Password — This is actually the next product we plan to evaluate; it's more promising for sharing accounts across multiple users.
Jeff Eaton | TrustRadius Reviewer

Return on Investment

Avaya OneCloud UCaaS

  • Single number reach has helped our operations team to be connected anytime required.
  • Management team is with Mobile client where decision making is quick and no calls are lost as mobile is available all the time.
  • Voice Quality is extremely good and helps in getting many ppl in conference with ease.
  • Voicemail system is used to leave important message when not available and Call Back feature is extremely great.
Anonymous | TrustRadius Reviewer

Twilio

  • Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives.
  • We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.
Anonymous | TrustRadius Reviewer

Pricing Details

Avaya OneCloud UCaaS

General

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

Avaya OneCloud UCaaS Editions & Modules

Additional Pricing Details

Twilio

General

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

Twilio Editions & Modules

Edition
Local Calls$0.0131
Toll-Free Calls$0.0131
Browser / App Calls$0.0401
  1. Per Minute
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Avaya OneCloud UCaaS
8.1
Twilio
8.6

Usability

Avaya OneCloud UCaaS
7.3
Twilio
9.0

Support Rating

Avaya OneCloud UCaaS
8.2
Twilio
7.3

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