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Top Rated
145 Ratings
4 Ratings
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Score 7.8 out of 100

Twilio

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Top Rated
145 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Contact Center Software

    9.5

    TELUS Cloud Contact Center (TC3)

    95%

    Twilio

    Feature Set Not Supported
    N/A
    TELUSCloud Contact Center ranks higher in 13/13 features

    Agent dashboard

    9.3
    93%
    2 Ratings
    N/A
    0 Ratings

    Validate callers

    8.9
    89%
    2 Ratings
    N/A
    0 Ratings

    Outbound response

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Call forwarding

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.3
    93%
    2 Ratings
    N/A
    0 Ratings

    Predictive dialing

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Interactive voice response

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    REST APIs

    9.0
    90%
    1 Rating
    N/A
    0 Ratings

    Call scripts

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Call tracking

    8.6
    86%
    2 Ratings
    N/A
    0 Ratings

    Multichannel integration

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    CRM software integration

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.6

    TELUS Cloud Contact Center (TC3)

    96%

    Twilio

    Feature Set Not Supported
    N/A
    TELUSCloud Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.6
    96%
    2 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Recording

    9.3
    93%
    2 Ratings
    N/A
    0 Ratings

    Quality management

    9.3
    93%
    2 Ratings
    N/A
    0 Ratings

    Call analytics

    9.3
    93%
    2 Ratings
    N/A
    0 Ratings

    Historical reporting

    9.3
    93%
    2 Ratings
    N/A
    0 Ratings

    Live reporting

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Customer surveys

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Customer interaction analytics

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Attribute Ratings

    • TELUSCloud Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.3

    TELUS Cloud Contact Center (TC3)

    93%
    2 Ratings
    8.7

    Twilio

    87%
    51 Ratings

    Usability

    TELUS Cloud Contact Center (TC3)

    N/A
    0 Ratings
    9.0

    Twilio

    90%
    10 Ratings

    Support Rating

    TELUS Cloud Contact Center (TC3)

    N/A
    0 Ratings
    9.5

    Twilio

    95%
    18 Ratings

    Contract Terms and Pricing Model

    TELUS Cloud Contact Center (TC3)

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    TELUS Cloud Contact Center (TC3)

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Likelihood to Recommend

    TELUS International

    TELUS Cloud Contact Center offers the best cloud services software to handle customer requests, place an order, track product delivery experience, and handle a lot of customers, it enables co-browsing and talking to customers and screen sharing all is possible at the operational level 24/7. It takes customer experience to a higher level is because it invested in the latest tech in order to bring seamless cloud services across devices and apps anywhere and at any time that saving time and cost as well. It actively encourages users to engage customers remotely no matter whether they are at home or at the enterprise. Its contact support is one of the best features of the product. It let you collaborate with new tech apparatus and various platforms without much cost and hassle. Thanks, TELUS Cloud Contact Center.
    Read full review

    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.
    Read full review

    Pros

    TELUS International

    • Easy to [manage] users
    • Easy to setup features
    • Multiple device/apps to access the services
    Read full review

    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.
    Read full review

    Cons

    TELUS International

    • At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
    • The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
    • Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.
    Read full review

    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.
    Read full review

    Pricing Details

    TELUS Cloud Contact Center (TC3)

    Starting Price

    Editions & Modules

    TELUS Cloud Contact Center (TC3) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Twilio

      Starting Price

      $0.0,015 per min per participant

      Editions & Modules

      Twilio editions and modules pricing
      EditionModules
      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

      Footnotes

      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

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional 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

      TELUS International

      No answers on this topic

      Twilio

      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.
      Read full review

      Support Rating

      TELUS International

      No answers on this topic

      Twilio

      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.
      Read full review

      Alternatives Considered

      TELUS International

      Shaw Smart Voice
      Read full review

      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.
      Read full review

      Contract Terms and Pricing Model

      TELUS International

      No answers on this topic

      Twilio

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

      Return on Investment

      TELUS International

      • Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
      • There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
      • Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.
      Read full review

      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.
      Read full review

      Screenshots

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