Phone.com vs. Twilio

Phone.com is a no-brainer. The cost savings over a POTS or in-house PBX system are tremendous. The affordability added on top of the easy to use and deploy features make Phone.com the best choice. Phone.com is well-suited for situations where you need other-than-standard call holding, call routing, and other similar advanced call features.

Incentivized

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.

Incentivized

• Customer service and live chat are amazing
• Simple, straight forward
• Easy to setup
• Affordable

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

• Phone.com has been excellent with support and I can not think of any areas for improvement with regards to that
• Phone.com could provide more graphical assistance when programming call routing. A visual indication of the flow of a call should be presented and would come in handy when planning out difficult ques/call routes

Incentivized

• 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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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

Incentivized

• Reduced cost and improved our efficiency - all reps love it.

Incentivized

• 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.

Incentivized