Twilio vs. Zoom Contact Center

I found Twilio to be excellent and very easy to use for a programmer in all aspects related to voice, SMS, and other features utilizing their API. I found the node client to be excellent and helpful. We previously used the Apex client for Salesforce before it was discontinued. Although we try not to use Twilio from Apex anymore, using that client was easier than implementing our own.

Incentivized

Well suited for: - Organizations already on the Zoom Platform looking to extend into a full contact center without adding a new vendor - Contact center operations that need a modern platform without enterprise-level complexity - Small technical admin team to manage the environment Not Suited for: - Very complex, highly customized requirements - Not ready to jump into all Zoom platform to take advantage of a simple unified platform including AI first approach.

• 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

• This tool has allowed us to identify each of the users' needs.
• It has also allowed us to establish a direct point of contact with Zoom's technical support.
• Where specialized assistance is required can be documented and escalated, and that is mainly why we sought out Zoom.

Incentivized

• Segment’s email identifier is case-sensitive, which is ridiculous because emails themselves are not case-sensitive. This means that if I send a capitalized email address in an identify call, it will create a duplicate user rather than matching it with the lowercase email. I think this is a technical oversight that should be corrected.
• I’d like to see more information about the eventual transition of existing Frontline customers to Twilio Flex
• I’d like to see some integrations between Twilio Studio and OpenAI or another open source LLM to provide automated responses, if this hasn’t been done already
• I would like to be able to drag and move the actual lines connecting the steps in Twilio Studio, sometimes mine can get pretty messy
• I think a Bug Report form would be beneficial for developers

Incentivized

• The integration with Zoom Phone is still ongoing, so it initially required some tricky configuration and additional phone numbers, but that's no longer a requirement now.
• I would love a way to use physical handsets with the Contact Centre. Currently, it's all softphone integration on a PC or Mac. But it's a great experience and very similar to using Zoom Meetings, so there's minimal training for staff needed.
• The Admin Settings on the backend can be tricky to navigate. Still, you have much more customization and constant feature upgrades than I've ever seen with any other Contact Centre service.

Incentivized

Unless we can get this handled quickly -- less than 1 week -- we will likely switch to another provider who, in my opinion, we'll have to spend close to $3,000 in development time to build a new integration for texting. Our clients need texting and I feel Twilio has failed us miserably.

Incentivized

we are heavily invested into zoom and contact center setup and it has been intergrated into the way we work on a daily basis

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

It is rare to have to explain a lot to a user on how to use Zoom Contact Center. It makes sense, provides plenty of options without being overbearing, and we have rarely had issues come back that I need to regularly change or update to accommodate things like bugs or design issues

unless the network or internet is down - it has been there for us

Incentivized

Twilio executes what it is designed to do: send SMS messages at scale while providing very good deliverability. I believe that Twilio is very good at what we use for adding SMS messages to our comms strategy. We can see those messages get opened and replied to, which is exactly what we are looking to achieve.

Incentivized

does not seem to slow down even on our busy days

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

always there for us and are quick in getting us an answer (not always the answer we are looking for) but they help us out as best as they can

Incentivized

it was mostly self service articles and looking up information on the zoom site and public forums

Incentivized

The developer APIs and SDKs are super easy to follow.

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it take a lot of planning and testing to get it to do exactly what you want it to do. but once past that hurdle it is easy

Incentivized

We evaluated many fundraising-based text-to-give programs and found the subscriptions prohibitively expensive for our small scale and uncertain first few years of development. While we may be willing to invest that kind of money after discovering how things work, we're happy with Twilio now and have no desire to start over.

Incentivized

It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because we already are using Zoom Meetings, Phone and others, it just makes sense to use Contact Center because of the potential capabilities and integration; it just made sense, and so far so good, but only time will tell.

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

Incentivized

pricing and billing is always a concern to us but have not had anything to complain about even after they introduced a change to there models

Incentivized

we have not even scratch the surface of how big we can make this

Incentivized

some of teh pro services that we used was helpful and great to have as a resource

Incentivized

• It helps drive the adoption of multi-factor authentication by making second-factor authentication quick and easy.
• Decreases the number of times a user spends migrating to a new device from an old one.
• Enables easy access to second-factors of authentication by offering multi-device support, making multi-factor authentication painless.

Incentivized

• We were able to cut our communication costs significantly and gain features we could have only dreamed of prior.
• The contact center platform is head and shoulders above some of their competitors. This allows our team to quickly assist our customers with their questions and concerns.

Incentivized