LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.
N/A
Twilio
Score 8.2 out of 10
N/A
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
LivePerson Conversation Cloud (LiveEngage)
Twilio
Editions & Modules
No answers on this topic
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
LivePerson Conversation Cloud (LiveEngage)
Twilio
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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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.
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
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.
The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
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.
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
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.
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.
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
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.
Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
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.
