Nextiva VoIP Call Center vs Twilio

Likelihood to Recommend

Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Twilio's SMS is very well suited to interact with customers via text messaging. While we have seen younger generation being happier with texting, we are also seeing texting picking up across all demographics. Twilio will generate/increase trust in situations when customers require rapid response or want to be informed of their account/status changes. Twilio's SMS is not the best for sending links to files, getting electronic signatures via links or sending large images etc. Expect IT to be involved and ensure that IT is given adequate information about your current AND future plans to gain the most out of Twilio SMS.

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Chirag Shukla

CITO (Chief Information Technology Officer)

Risk Administration Services, Inc.Insurance, 51-200 employees

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Feature Rating Comparison

Nextiva VoIP Call 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

Nextiva VoIP Call Center

Twilio

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Call recordings are crystal clear
Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
User tracking helps us accurately measure availability and overall weekly performance.

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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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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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Max Safier

Contact Center Solutions Engineer

VesuvITas Contact Center Solutions GroupInformation Technology & Services, 11-50 employees

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Cons

Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Authy does not support the "push button" multi-factor authentication from your application's native apps. This means if you want to use Authy, you still need to use TOTP based codes.
Not really a shortcoming of Authy, but it does nothing to help with multi-factor authentication using text messages - those are still sent to your platform's messaging app.
Authy doesn't always display how much time is left before your current token expires, making it difficult to know how much time you have left to enter the current code.

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Verified User

Engineer in Research & Development

Pharmaceuticals Company, 5001-10,000 employees

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Usability

No score

No answers yet

No answers on this topic

Twilio 9.6

Based on 8 answers

Twilios large peer community on the internet , easy to access Twitter tutorials provided by Twilio itself and available API references makes using Twilio an easy experience. Sincerely, I do not think anyone can get lost in the course of using Twilio, at least from my own personal experience and that of junior engineers and developers on my team.

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Jocelyn Bousquet

Software Engineer

Monzo BankFinancial Services, 1001-5000 employees

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Support Rating

Nextiva VoIP Call Center 10.0

Based on 1 answer

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.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Twilio 8.0

Based on 21 answers

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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Verified User

Director in Marketing

Media Production Company, 1-10 employees

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Alternatives Considered

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.

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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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To be honest, I don't know of any Twilio SMS competitors that have the robust transactional SMS that Twilio SMS has. I know of a few marketing SMS platforms such as Textedly but that's more of an email blast (or SMS blast) to your list then something targeted based on user action inside our application that Twilio SMS can provide. On top of that, in Twilio SMS I can push them through my own segmentation and sequences programmatically to even make the marketing SMS's more targetted compared to some of the pure blast competitors.

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Evan Laird

Chief Marketing Officer

DinelyInternet, 1-10 employees

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Return on Investment

Nextiva has increased our employee phone coverage and availability by 27%

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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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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.

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Verified User

Program Manager in Product Management

Human Resources Company, 11-50 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Nextiva VoIP Call Center Editions & Modules

Edition

Pro	$50¹
Enterprise	$100¹

per user per month

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

Nextiva VoIP Call Center

Twilio

Nextiva VoIP Call Center

Twilio

Nextiva VoIP Call Center

Twilio