Infobip vs. Twilio

OpenMarket is well suited to support enterprise SMS at scale, with a wholesale and flexible solution. Their provisioning team is great in terms of response time, and support for their products is deeply rooted in industry and technological understanding of SMS. OpenMarket would not be well suited for small companies just starting to test the waters with SMS in a low barrier way.

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In terms of service quality, I will conveniently recommend Twilio to colleagues without an hesitation. The only reason why I may not recommend Twilio will be because there are cheaper alternatives out there. For me and my marketing department, our relationship with Twilio's services is primarily around quick, reliable delivery of marketing content to prospects , leads and customers. I dare to say that over the last six years ,I have seen Twilio do this exceptionally well without problems.

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• Trans SMS
• WhatsApp for Business
• Marketing automation
• Dashboards
• Great Customer Success team

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• 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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• OpenMarket does most things well. One thing they are missing is MMS capabilities on text enabled long numbers.
• The portal for entering shortcode program briefs is kind of clunky, it would be nice is account managers took the Word document and imported it into the tool for clients.

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• Control panel. Often, navigating through lists is challenging. I want endless scrolling, not pagination.
• Conversational intelligence service require a Language. I would like it to detect it.
• We would like to have some credit on clients that chose to use their own Twilio account.

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Best customer success team. Newer channels to reach customers are quickly worked upon and implemented faster. Transparency with billing

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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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Infobip gradually introduces things sometimes which is difficult to implement

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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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I have always found Twilio to be reliable platform. I'm not a huge fan of the new home layout but I'm sure they changed it for a reason, and I can still find my way around. It's a very dependable platform.

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- always available to provide support - don't have to raise tickets which goes in constant loop of not getting answered

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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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A strong roadmap involving key stakeholders can help move things faster. Be clear with volume commitments for delivery channels.

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The developer APIs and SDKs are super easy to follow.

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As a top tier aggregator, OpenMarket requires contracts to utilize their services, whereas other SaaS providers allow users to signup and start sending within a shorter amount of time. The benefit of using OpenMarket is the relationship, and the SLAs in availability they maintain. Other aggregators offer equal levels of service, so there are other shops in town selling the same thing with the same reliability.

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Twilio is the idea solution for our needs, which involves sending targeted SMS messages to prospects who have opted into our ads. We do this to communicate offers/services and also to remind prospects in the lead-up to sales appointments (plus post-meeting communications). We have just started using WhatsApp, and this could be a very useful tool for community building and may compete with Twilio over time.

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Invited by TrustRadius (TR) on Vendor's Behalf

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Being in South Africa, direct local currency support would be nice

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• OpenMarket has had a positive effect on our business in terms of providing a low-cost bulk SMS and MMS solution.
• We are able to provide enterprise level SMS services in a reliable and cost-effective way.
• Our business objective to have high availability, and connections with top tier aggregators is supported by our relationship with OpenMarket.

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• We found that associates who had the opportunity to respond to a survey about their assigned job were 37% more likely to return to a job site
• We were able to reduce the number of resources required to manually respond to associates using Twilio Studio, so those resources could have more time to complete other tasks
• We were able to scale the number of associates who received survey messages at least by a factor of 8 without increasing our resource demand

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