Cisco Unified Contact Center vs. Twilio

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 7.3 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Twilio
Score 7.8 out of 10
N/A
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
Cisco Unified Contact CenterTwilio
Editions & Modules
No answers on this topic
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
Cisco Unified Contact CenterTwilio
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsMust contact sales team for pricing.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.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterTwilio
Features
Cisco Unified Contact CenterTwilio
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
4.9
41 Ratings
51% below category average
Twilio
-
Ratings
Agent dashboard5.441 Ratings00 Ratings
Validate callers5.437 Ratings00 Ratings
Outbound response5.437 Ratings00 Ratings
Call forwarding5.438 Ratings00 Ratings
Click-to-call (CTC)4.431 Ratings00 Ratings
Warm transfer4.536 Ratings00 Ratings
Predictive dialing4.428 Ratings00 Ratings
Interactive voice response4.535 Ratings00 Ratings
REST APIs5.331 Ratings00 Ratings
Call scripts4.536 Ratings00 Ratings
Call tracking4.539 Ratings00 Ratings
Multichannel integration4.531 Ratings00 Ratings
CRM software integration5.431 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
4.9
42 Ratings
50% below category average
Twilio
-
Ratings
Inbound call routing5.439 Ratings00 Ratings
Omnichannel inbound routing4.531 Ratings00 Ratings
Recording4.035 Ratings00 Ratings
Quality management5.436 Ratings00 Ratings
Call analytics5.437 Ratings00 Ratings
Historical reporting5.440 Ratings00 Ratings
Live reporting4.440 Ratings00 Ratings
Customer surveys5.028 Ratings00 Ratings
Customer interaction analytics5.030 Ratings00 Ratings
Best Alternatives
Cisco Unified Contact CenterTwilio
Small Businesses
CloudTalk
CloudTalk
Score 8.3 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.3 out of 10
Dialpad Support
Dialpad Support
Score 9.1 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
Verint Community
Verint Community
Score 9.4 out of 10
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User Ratings
Cisco Unified Contact CenterTwilio
Likelihood to Recommend
7.2
(50 ratings)
7.6
(79 ratings)
Likelihood to Renew
9.1
(5 ratings)
7.6
(5 ratings)
Usability
7.0
(8 ratings)
9.5
(10 ratings)
Performance
-
(0 ratings)
8.1
(24 ratings)
Support Rating
7.3
(16 ratings)
5.6
(16 ratings)
Implementation Rating
-
(0 ratings)
9.5
(2 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
10.0
(1 ratings)
Professional Services
8.0
(1 ratings)
10.0
(1 ratings)
User Testimonials
Cisco Unified Contact CenterTwilio
Likelihood to Recommend
Cisco
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
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Twilio
Twilio is well suited to sending SMS reminders to prospects on the lead-up to sales appointments. This has helped us improve attendance rates for these meetings. We also use Twilio to communicate with these prospects post-meeting to make offers on products and services and for feedback on their meeting.
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Pros
Cisco
  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
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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
Cisco
  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
Read full review
Twilio
  • Segment’s email identifier is case-sensitive, which is ridiculous because emails themselves are not case-sensitive. This means that if I send a capitalized email address in an identify call, it will create a duplicate user rather than matching it with the lowercase email. I think this is a technical oversight that should be corrected.
  • I’d like to see more information about the eventual transition of existing Frontline customers to Twilio Flex
  • I’d like to see some integrations between Twilio Studio and OpenAI or another open source LLM to provide automated responses, if this hasn’t been done already
  • I would like to be able to drag and move the actual lines connecting the steps in Twilio Studio, sometimes mine can get pretty messy
  • I think a Bug Report form would be beneficial for developers
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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
Twilio
Unless we can get this handled quickly -- less than 1 week -- we will likely switch to another provider who, in my opinion, we'll have to spend close to $3,000 in development time to build a new integration for texting. Our clients need texting and I feel Twilio has failed us miserably.
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Usability
Cisco
Cisco Unified Contact Center is a scalable product . Can be used in amy organizational units not only the contact center . Can be used for many IT Helpdesk setups and any internal or external CC . We can use it to automate the outbound dialing as well for marketting and invoices and other use cases
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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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Performance
Cisco
No answers on this topic
Twilio
The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.
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Support Rating
Cisco
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
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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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Implementation Rating
Cisco
No answers on this topic
Twilio
The developer APIs and SDKs are super easy to follow.
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Alternatives Considered
Cisco
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
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Twilio
Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!
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Contract Terms and Pricing Model
Cisco
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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Twilio
Being in South Africa, direct local currency support would be nice
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Professional Services
Cisco
Scripting not supported
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Twilio
No answers on this topic
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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Twilio
  • It helps drive the adoption of multi-factor authentication by making second-factor authentication quick and easy.
  • Decreases the number of times a user spends migrating to a new device from an old one.
  • Enables easy access to second-factors of authentication by offering multi-device support, making multi-factor authentication painless.
Read full review
ScreenShots

Twilio Screenshots

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.Screenshot of Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.Screenshot of Flex is a programmable Contact Center that puts you in control.