Nextiva Contact Center vs. Twilio

We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes integrating with other platforms and implementing new features or functions easy. Just a heads up, depending on how you use Nextiva daily, the backend setup for call centers can be a little tricky.

Incentivized

Twilio excels in customer service applications, enabling automated SMS updates or voice calls for order confirmations and support. It's ideal for implementing two-factor authentication, enhancing security for online services. However, it's less suitable for businesses needing in-depth, custom telephony infrastructure, as it primarily offers standard, API-driven solutions, or for regions with limited internet connectivity, where cloud-based services may be unreliable.

Incentivized

• Nextiva allows you to set up the Contact Center to fit your exact needs.
• The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
• The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...

Incentivized

• 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.

Incentivized

• I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
• Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.

Incentivized

• In my opinion, online support is extremely subpar for clients.
• In my experience, no way to talk with anyone without a $1,500 investment monthly in their service.
• In my experience, be prepared to wait at least 2-4 days to receive even one response from their support.

Incentivized

Service has been exemplary and we are happy with the voice quality and connectivity

Incentivized

We have standardized our processes surrounding Twilio. The entire process just works! There is no significant gap that we need to fill. Instead of thinking about Twilio's replacement, we'd rather focus on our customers with Twilio. It meets all our uses-cases currently. We haven't even explored the entire suite of applications to determine what other use cases we may potentially use.

Incentivized

Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.

Incentivized

The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.

Incentivized

They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.

Incentivized

I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces Google Authenticator for your needs.

Incentivized

The developer APIs and SDKs are super easy to follow.

Incentivized

It isn't just about clear calls- which they have in spades. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead

Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!

Incentivized

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

Incentivized

• With Nextiva VoIP Call Center, we don't need receptionist on call all the time... that is good
• we receive a lot of complains of people calling and no one answering, but when we check the call history there is no trail of the incoming call... that is bad...

Incentivized

• Adding in phone numbers onto our onboarding sequence has increased our user activity by about 30%. We believe due to the users being more invested in the application now.
• On top of that, our first SMS has increased our week 1 retention by about 15%. Pushing users to go on the app more than 2-3 times has been a struggle and SMS seems to be a solid driver in retention.

Incentivized