Cisco Webex Contact Center vs Twilio

Likelihood to Recommend

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).

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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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.

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Verified User

Director in Marketing

Media Production Company, 1-10 employees

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Feature Rating Comparison

Cisco Webex 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 Webex Contact Center

Twilio

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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

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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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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.

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Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

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Cons

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.

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Randall Crumm

Sr. IT Manager - Global Unified Communications

Western DigitalComputer Hardware, 10,001+ employees

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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

Chief Marketing Officer

DinelyInternet, 1-10 employees

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Usability

No score

No answers yet

No 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.

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Kenny Meza

IT Manager

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

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Support Rating

No score

No answers yet

No 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.

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Verified User

Manager in Information Technology

Higher Education Company, 51-200 employees

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Alternatives Considered

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.

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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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.

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Verified User

Program Manager in Product Management

Human Resources Company, 11-50 employees

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Return on Investment

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

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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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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.

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Verified User

Manager in Information Technology

Computer Software Company, 51-200 employees

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Pricing Details

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

—

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 Webex Contact Center

Twilio

Cisco Webex Contact Center

Twilio

Cisco Webex Contact Center

Twilio