What users are saying about
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43 Ratings
Webex Contact Center
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43 Ratings
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Based on 43 reviews and ratings
Twilio
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Top Rated
133 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 133 reviews and ratings
Feature Set Ratings
Contact Center Software
9.1
Webex Contact Center
91%
Twilio
Feature Set Not Supported
N/A
Webex Contact Center ranks higher in 13/13 features
Webex Contact Center ranks higher in 13/13 features
Agent dashboard
9.5
95%
13 Ratings
N/A
0 Ratings
Validate callers
8.7
87%
13 Ratings
N/A
0 Ratings
Outbound response
9.7
97%
10 Ratings
N/A
0 Ratings
Call forwarding
8.9
89%
12 Ratings
N/A
0 Ratings
Click-to-call (CTC)
9.1
91%
11 Ratings
N/A
0 Ratings
Warm transfer
9.6
96%
13 Ratings
N/A
0 Ratings
Predictive dialing
8.6
86%
9 Ratings
N/A
0 Ratings
Interactive voice response
9.0
90%
11 Ratings
N/A
0 Ratings
REST APIs
8.6
86%
11 Ratings
N/A
0 Ratings
Call scripts
8.6
86%
13 Ratings
N/A
0 Ratings
Call tracking
9.1
91%
12 Ratings
N/A
0 Ratings
Multichannel integration
9.2
92%
12 Ratings
N/A
0 Ratings
CRM software integration
9.6
96%
11 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)
9.3
Webex Contact Center
93%
Twilio
Feature Set Not Supported
N/A
Webex Contact Center ranks higher in 9/9 features
Webex Contact Center ranks higher in 9/9 features
Inbound call routing
9.0
90%
11 Ratings
N/A
0 Ratings
Omnichannel inbound routing
9.3
93%
12 Ratings
N/A
0 Ratings
Recording
9.7
97%
12 Ratings
N/A
0 Ratings
Quality management
9.7
97%
11 Ratings
N/A
0 Ratings
Call analytics
9.7
97%
12 Ratings
N/A
0 Ratings
Historical reporting
8.4
84%
12 Ratings
N/A
0 Ratings
Live reporting
9.4
94%
11 Ratings
N/A
0 Ratings
Customer surveys
8.7
87%
11 Ratings
N/A
0 Ratings
Customer interaction analytics
9.4
94%
10 Ratings
N/A
0 Ratings
Attribute Ratings
- Webex Contact Center is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
9.6
Webex Contact Center
96%
13 Ratings
8.8
Twilio
88%
51 Ratings
Usability
Webex Contact Center
N/A
0 Ratings
9.1
Twilio
91%
10 Ratings
Support Rating
Webex Contact Center
N/A
0 Ratings
9.3
Twilio
93%
18 Ratings
Contract Terms and Pricing Model
Webex Contact Center
N/A
0 Ratings
10.0
Twilio
100%
1 Rating
Professional Services
Webex Contact Center
N/A
0 Ratings
10.0
Twilio
100%
1 Rating
Likelihood to Recommend
Webex Contact Center
It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Unified Communications Engineer
VisionsConnectedTelecommunications, 501-1000 employees
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.
Social Media Manager
Moana Creative MarketingMarketing & Advertising, 1-10 employees
Pros
Webex Contact Center
- Simple and easy to use dashboard
- Auto generation of transcripts
- AI supporting the operator as a virtual assistant
- Well suited for a large number of user
- Customer support

Verified User
Professional in Marketing
Education Management Company, 201-500 employeesTwilio
- 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.
Contact Center Solutions Engineer
VesuvITas Contact Center Solutions GroupInformation Technology & Services, 11-50 employees
Cons
Webex Contact Center
- The chat space could be improved within the call rooms to be able to share quick writings.
- In international calls there are usually failures, especially audio.
- Being able to have an unlimited number of users at the same time in basic rooms.
Researcher/student
Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees
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.
Chief Marketing Officer
DinelyInternet, 1-10 employees
Pricing Details
Webex Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Webex Contact Center Editions & Modules
—
Additional Pricing Details
—Twilio
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.Usability
Webex Contact Center
No score
No answers yet
No answers on this topic
Twilio
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.
CITO (Chief Information Technology Officer)
Risk Administration Services, Inc.Insurance, 51-200 employees
Support Rating
Webex Contact Center
No score
No answers yet
No answers on this topic
Twilio
Twilio 9.3
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.

Verified User
Director in Marketing
Media Production Company, 1-10 employeesAlternatives Considered
Webex Contact Center
Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.

Verified User
Account Manager in Sales
Information Technology & Services Company, 51-200 employeesTwilio
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.

Verified User
C-Level Executive in Engineering
Telecommunications Company, 51-200 employeesContract Terms and Pricing Model
Webex Contact Center
No score
No answers yet
No answers on this topic
Twilio
Twilio 10.0
Based on 1 answer
Being in South Africa, direct local currency support would be nice
CIO (Chief Information Officer)
WamlyHuman Resources, 1-10 employees
Return on Investment
Webex Contact Center
- It doesn't take a lot of investment to train new Webex users.
- Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
- It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
Researcher/student
Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees
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.

Verified User
Program Manager in Product Management
Human Resources Company, 11-50 employees