What users are saying about
11 Ratings
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Based on 11 reviews and ratings
Twilio
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Top Rated
136 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 136 reviews and ratings
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
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
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.
Telecommunications Engineer
Insight GlobalHospital & Health Care, 501-1000 employees
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.
Social Media Manager
Moana Creative MarketingMarketing & Advertising, 1-10 employees
Pros
Nextiva VoIP Call Center
- Accommodating customer hotline.
- Lower rate.
- User friendly recording portal.
CRM Administrator
Change3 EnterprisesMarketing & Advertising, 11-50 employees
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.
Contact Center Solutions Engineer
VesuvITas Contact Center Solutions GroupInformation Technology & Services, 11-50 employees
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.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesTwilio
- 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.
Chief Marketing Officer
DinelyInternet, 1-10 employees
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 |
- 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 |
- 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
- Per WhatsApp Template message sent
- Per WhatsApp session message
- Per min for origination
- 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.
CITO (Chief Information Technology Officer)
Risk Administration Services, Inc.Insurance, 51-200 employees
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.
CRM Administrator
Change3 EnterprisesMarketing & Advertising, 11-50 employees
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.

Verified User
Director in Marketing
Media Production Company, 1-10 employeesAlternatives 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.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesTwilio
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.

Verified User
C-Level Executive in Engineering
Telecommunications Company, 51-200 employeesContract 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
CIO (Chief Information Officer)
WamlyHuman Resources, 1-10 employees
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.
Telecommunications Engineer
Insight GlobalHospital & Health Care, 501-1000 employees
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.

Verified User
Program Manager in Product Management
Human Resources Company, 11-50 employees