What users are saying about
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Top Rated
136 Ratings
11 Ratings
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Score 8.2 out of 100

Twilio

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Top Rated
136 Ratings
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Score 8.7 out of 100

Feature Set Ratings

    Contact Center Software

    9.3

    Nextiva VoIP Call Center

    93%

    Twilio

    Feature Set Not Supported
    N/A
    Nextiva VoIP Call Center ranks higher in 13/13 features

    Agent dashboard

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Validate callers

    10.0
    100%
    3 Ratings
    N/A
    0 Ratings

    Outbound response

    9.5
    95%
    3 Ratings
    N/A
    0 Ratings

    Call forwarding

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.5
    85%
    3 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.5
    95%
    3 Ratings
    N/A
    0 Ratings

    Predictive dialing

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Interactive voice response

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    REST APIs

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Call scripts

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Call tracking

    8.5
    85%
    3 Ratings
    N/A
    0 Ratings

    Multichannel integration

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.5

    Nextiva VoIP Call Center

    95%

    Twilio

    Feature Set Not Supported
    N/A
    Nextiva VoIP Call Center ranks higher in 9/9 features

    Inbound call routing

    9.5
    95%
    3 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Recording

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Quality management

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Call analytics

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Historical reporting

    10.0
    100%
    3 Ratings
    N/A
    0 Ratings

    Live reporting

    10.0
    100%
    3 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Nextiva VoIP Call Center is rated higher in 1 area: Support Rating
    • Twilio is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.0

    Nextiva VoIP Call Center

    80%
    4 Ratings
    8.8

    Twilio

    88%
    51 Ratings

    Usability

    Nextiva VoIP Call Center

    N/A
    0 Ratings
    9.1

    Twilio

    91%
    10 Ratings

    Support Rating

    10.0

    Nextiva VoIP Call Center

    100%
    1 Rating
    9.4

    Twilio

    94%
    18 Ratings

    Contract Terms and Pricing Model

    Nextiva VoIP Call Center

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    Nextiva VoIP Call Center

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    Nextiva VoIP Call Center

    Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.
    ANTOINE FOREMAN | TrustRadius Reviewer

    Twilio

    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.
    Mary Tihoni | TrustRadius Reviewer

    Pros

    Nextiva VoIP Call Center

    • Accommodating customer hotline.
    • Lower rate.
    • User friendly recording portal.
    Arnie Francisco | TrustRadius Reviewer

    Twilio

    • 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.
    Max Safier | TrustRadius Reviewer

    Cons

    Nextiva VoIP Call Center

    • The admin portal is cumbersome to use and times out too frequently.
    • The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
    • The click-to-call feature inside of our CRM is finicky and often needs resetting.
    Anonymous | TrustRadius Reviewer

    Twilio

    • 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.
    Evan Laird | TrustRadius Reviewer

    Pricing Details

    Nextiva VoIP Call Center

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $50 per user per month

    Nextiva VoIP Call Center Editions & Modules

    Edition
    Pro$501
    Enterprise$1001
    1. per user per month
    Additional Pricing Details

    Twilio

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0.0,015 per min per participant

    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
    WhatsApp Business API$0.004213
    WhatsApp Business API$0.00514
    Elastic SIP Trunking$0.04515
    Elastic SIP Trunking$0.00716
    1. per message sent or received
    2. per minute to receive a call
    3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
    4. per min per participant
    5. per month up to 100k emails. (Up to 40k emails free for 30 days)
    6. per active user hour (5000 hours free)
    7. per named user per month (5000 hours free)
    8. per min to make a call
    9. per active user per month
    10. per authentication
    11. per SIM card
    12. per MB
    13. Per WhatsApp Template message sent
    14. Per WhatsApp session message
    15. Per min for origination
    16. Per min for termination
    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.

    Usability

    Nextiva VoIP Call Center

    No score
    No answers yet
    No answers on this topic

    Twilio

    Twilio 9.1
    Based on 10 answers
    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.
    Chirag Shukla | TrustRadius Reviewer

    Support Rating

    Nextiva VoIP Call Center

    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.
    Arnie Francisco | TrustRadius Reviewer

    Twilio

    Twilio 9.4
    Based on 18 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.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Nextiva VoIP Call Center

    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.
    Anonymous | TrustRadius Reviewer

    Twilio

    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.
    Anonymous | TrustRadius Reviewer

    Contract Terms and Pricing Model

    Nextiva VoIP Call Center

    No score
    No answers yet
    No answers on this topic

    Twilio

    Twilio 10.0
    Based on 1 answer
    Being in South Africa, direct local currency support would be nice
    Farren Mare | TrustRadius Reviewer

    Return on Investment

    Nextiva VoIP Call Center

    • Set up in over 5 locations nationwide.
    • 300+ users with 75% working remotely.
    • Looking at adding addition 100+ users in the near future due to demand.
    ANTOINE FOREMAN | TrustRadius Reviewer

    Twilio

    • 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.
    Anonymous | TrustRadius Reviewer

    Screenshots

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