Amazon Connect vs Twilio: What are the differences?
Amazon Connect: Simple to use, cloud-based contact center. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required; Twilio: Bring voice and messaging to your web and mobile applications. Twilio offers developers a powerful API for phone services to make and receive phone calls, and send and receive text messages. Their product allows programmers to more easily integrate various communication methods into their software and programs.
Amazon Connect and Twilio are primarily classified as "Call Center Management" and "Voice and SMS" tools respectively.
Some of the features offered by Amazon Connect are:
- Easy to set up and manage
- Scalable and elastic
- Pay as you go
On the other hand, Twilio provides the following key features:
- Phone- Phone Numbers API
- Phone- Convert Text to Speech and Play Audio
- Phone- Record Calls and Store Them
What is Amazon Connect?
What is Twilio?
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Nexmo vs Twilio ?
Back in the early days at SmartZip Analytics, that evaluation had - for whatever reason - been made by Product Management. Some developers might have been consulted, but we hadn't made the final call and some key engineering aspects of it were omitted.
When revamping the platform, I made sure to flip the decision process how it should be. Business provided an input but Engineering lead the way and has the final say on all implementation matters. My engineers and I decided on re-evaluating the criteria and vendor selection. Not only did we need SMS support, but were we not thinking about #VoiceAndSms support as the use cases evolved.
Also, on an engineering standpoint, SDK mattered. Nexmo didn't have any. Twilio did. No-one would ever want to re-build from scratch integration layers vendors should naturally come up with and provide their customers with.
Twilio won on all fronts. Including costs and implementation timelines. No-one even noticed the vendor switch.
Many years later, Twilio demonstrated its position as a leader by holding conferences in the Bay Area, announcing features like Twilio Functions. Even acquired Authy which we also used for 2FA. Twilio's growth has been amazing. Its recent acquisition of SendGrid continues to show it.
Twilio is by far the most complete solution for SMS, its API is extremely well structured. And its integration with rails is pretty straight forward.
We use Twilio extensively for voice call routing, for texting. We, in fact, use it for MMS messaging as of recently...We do number masking. So the personal shopper never has your actual number, you call the Twilio number and it routes you intelligently to the customer. And vice-versa.
AWS Connect provides the voice to Lex text bot interface that runs through the data entry for a listing. The simple interface allows the logic for connecting AWS lambda functions that trigger the bot interactions as well as the data store in Dynamodb.
Twilio is a service I have experimented with, and given a project with SMS requirements I would choose Twilio to support that.
For my own phone forwarding system, SMS messaging, and will gladly build such systems for clients.
I set up text-message alerts to be sent to me when an error was raised on the web application.