What users are saying about

Webex Contact Center vs Twilio

Webex Contact Center
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43 Ratings
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Twilio
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Top Rated
133 Ratings

Webex Contact Center

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43 Ratings
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Score 9.4 out of 100

Based on 43 reviews and ratings

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Twilio

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Top Rated
133 Ratings
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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.

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    Ericson Aragoza | TrustRadius Reviewer
    Ericson Aragoza
    View all 13 answers on this topic

    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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    Mary Tihoni | TrustRadius Reviewer
    Mary Tihoni
    View all 51 answers on this topic

    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

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 13 answers on this topic

    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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    Max Safier | TrustRadius Reviewer
    Max Safier
    View all 51 answers on this topic

    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.

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    J. Eduardo Medina Corona | TrustRadius Reviewer
    J. Eduardo Medina Corona
    View all 13 answers on this topic

    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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    Evan Laird | TrustRadius Reviewer
    Evan Laird
    View all 51 answers on this topic

    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
    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
    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.

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    Chirag Shukla | TrustRadius Reviewer
    Chirag Shukla
    View all 10 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 18 answers on this topic

    Alternatives 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.

    Read full review

    Anonymous | TrustRadius Reviewer
    Verified User
    View all 13 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 51 answers on this topic

    Contract 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

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    Farren Mare | TrustRadius Reviewer
    Farren Mare
    View all 1 answers on this topic

    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.

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    J. Eduardo Medina Corona | TrustRadius Reviewer
    J. Eduardo Medina Corona
    View all 13 answers on this topic

    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 51 answers on this topic

    Screenshots

    Webex Contact Center

    —

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