What users are saying about
13 Ratings
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Score 7.9 out of 100
87 Ratings
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Score 8.8 out of 100

Likelihood to Recommend

Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Twilio

Twilio provides a set of highly robust building blocks for communication and connectivity. It works extremely well with our business which fluctuates in demand and we can scale up and scale down very easily at any time.Especially the programmable wireless service allows us to deploy equipment anywhere without worrying about figuring out a short term contract with the local cell carriers.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Twilio
Agent dashboard
Cisco Webex Contact Center
7.0
Twilio
Validate callers
Cisco Webex Contact Center
8.8
Twilio
Outbound response
Cisco Webex Contact Center
8.6
Twilio
Call forwarding
Cisco Webex Contact Center
9.1
Twilio
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Twilio
Warm transfer
Cisco Webex Contact Center
7.0
Twilio
Predictive dialing
Cisco Webex Contact Center
7.3
Twilio
Interactive voice response
Cisco Webex Contact Center
9.1
Twilio
REST APIs
Cisco Webex Contact Center
9.1
Twilio
Call scripts
Cisco Webex Contact Center
6.4
Twilio
Call tracking
Cisco Webex Contact Center
7.3
Twilio
Multichannel integration
Cisco Webex Contact Center
7.0
Twilio
CRM software integration
Cisco Webex Contact Center
7.3
Twilio

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Twilio
Inbound call routing
Cisco Webex Contact Center
9.1
Twilio
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Twilio
Recording
Cisco Webex Contact Center
6.7
Twilio
Quality management
Cisco Webex Contact Center
9.1
Twilio
Call analytics
Cisco Webex Contact Center
7.0
Twilio
Historical reporting
Cisco Webex Contact Center
7.3
Twilio
Live reporting
Cisco Webex Contact Center
9.1
Twilio
Customer surveys
Cisco Webex Contact Center
9.1
Twilio
Customer interaction analytics
Cisco Webex Contact Center
9.1
Twilio

Pros

Cisco Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Twilio

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

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.
Evan Laird | TrustRadius Reviewer

Usability

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Twilio

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.
Kenny Meza | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Twilio

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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco 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.
Anonymous | TrustRadius Reviewer

Twilio

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
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

Screenshots

Pricing Details

Cisco Webex Contact Center

General

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

Cisco 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

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
  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
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

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Twilio
9.0

Usability

Cisco Webex Contact Center
Twilio
9.6

Support Rating

Cisco Webex Contact Center
Twilio
8.0

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