Cisco Unified Contact Center vs Twilio | TrustRadius

What users are saying about

Score 7.7 out of 10

Based on 71 reviews and ratings

Score 8.7 out of 10

Based on 87 reviews and ratings

Interactive Demo

Feature Rating Comparison

Cisco Unified Contact Center

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

Cisco Unified Contact Center

Twilio

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
The User community is vast, yet tight knit and collaborative spirited.
Documentation set is vast
Reliable once installed correctly and patched regularly.

Read full review

Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

View all 24 answers on this topic

Time-based one-time password (TOTP) backup - If you lose your phone or another authentication device, Authy keeps an encrypted cloud backup of your TOTPs.
Multi-Device Support - Your TOTPs are no longer tied to a single device - Authy supports multiple devices (including Apple Watch!).
Excellent User Interface - Authy makes it easy to make sure you're entering the right TOTP for your application.

Read full review

Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

View all 34 answers on this topic

Cons

The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.

Read full review

Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 24 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

Chief Marketing Officer

DinelyInternet, 1-10 employees

View all 34 answers on this topic

Likelihood to Renew

Cisco Unified Contact Center 9.1

Based on 5 answers

if it is up to me I would maintain its use. I was not able to make those decisions previously.

Read full review

Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

View all 5 answers on this topic

No score

No answers yet

No answers on this topic

Usability

Cisco Unified Contact Center 7.3

Based on 1 answer

Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.

Read full review

Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

View all 1 answers on this topic

Twilio 9.6

Based on 4 answers

The versatility of integrating this into code is just perfect. You can design your code and just use their API for specific functions. Dealing with vendors with this solution with API's is usually more complicated because they are designed with a single goal in mind, let's say appointment reminders, but with Twilio you get the essence of being free to send a text message for whatever reason, and that with custom code is a very powerful tool.

Read full review

IT Manager

American Institute of DermatologyHospital & Health Care, 11-50 employees

View all 4 answers on this topic

Support Rating

Cisco Unified Contact Center 7.9

Based on 12 answers

Fully engaged support TAC team with great experience. The platform is extremely stable and rarely gives issue. With the extensive features in version 11.5, you couldn't ask for more. The sleek look and feel of the agent desktop called finesse makes extra easy for agents to manage their states and manage workflows. Above all, the BI you get from the native reporting component called CUIC is incredibly over the top. The administration of the platform is extremely easy and it can be integrated with other components to enhance functionality.

Read full review

Infrastructure Engineer I

QuadPrinting, 10,001+ employees

View all 12 answers on this topic

Twilio 8.0

Based on 17 answers

I give Authy a 10 here simply because it has been so easy that I have not had to reach out to support, either Authy's or a vendor. It just works and is one less thing to worry about for 2FA. I have not lost access to a resource secured by 2FA since switching to Authy.

Read full review

Verified User

Manager in Information Technology

Higher Education Company, 51-200 employees

View all 17 answers on this topic

Alternatives Considered

Unified Contact Center proved itself best with end user requirement and also best for integration perspective where we can easily mitigate complex call flow requirements.Technically it is best to understand if our terminology is clear or protocol level knowledge is perfect.Also, if we aim to integrate third party vendors for call recording, call quality management, display, historical reporting it is the best one.

Read full review

Verified User

Engineer in Customer Service

Telecommunications Company, 5001-10,000 employees

View all 24 answers on this topic

Amazon Connect, Plivo, and Tokbox are other services that offer WebRTC solutions. Amazon connect, while a good solution if you're already using AWS for your website, is quite expensive compared to the other two options here. Comparatively, Plivo is slightly cheaper than Twilio WebRTC. It can be a good avenue to pursue assuming their support team is as responsive as Twilio's. Finally, Tokbox is quite a popular WebRTC solution. Their prices are comparable to Twilio's, however, their solutions can get expensive when you look to archive communications.

Read full review

Verified User

Program Manager in Product Management

Human Resources Company, 11-50 employees

View all 34 answers on this topic

Return on Investment

I consider that the quality of service and functions are necessary for those who need an agent service.
The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
Customers are satisfied with all the tools. The platform is complete.

Read full review

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

View all 24 answers on this topic

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.

Read full review

Verified User

Manager in Information Technology

Computer Software Company, 51-200 employees

View all 34 answers on this topic

Screenshots

—

See All (3) Twilio Screenshots

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Cisco Unified Contact Center Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

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

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

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.

Rating Summary

Cisco Unified Contact Center

Twilio

Cisco Unified Contact Center

Twilio

Cisco Unified Contact Center

Twilio

Cisco Unified Contact Center

Twilio

Add comparison