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Amazon Connect
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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
- No public GitHub repository available -
- No public GitHub repository available -

What is Amazon Connect?

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.

What is Twilio?

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.
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        What tools integrate with Amazon Connect?
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          What are some alternatives to Amazon Connect and Twilio?
          Zendesk
          Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.
          Genesys
          It is a tool that provides its users with improved call management, enhanced call routing capabilities to the right resources, and faster resolution of calls.
          Talkdesk
          Easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service. One-click integrations with Salesforce, Zendesk, Desk.com and many others. No phones, hardware, downloads or coding required.
          See all alternatives
          Decisions about Amazon Connect and Twilio
          Julien DeFrance
          Julien DeFrance
          Principal Software Engineer at Tophatter · | 3 upvotes · 84.3K views
          atSmartZipSmartZip
          Nexmo
          Nexmo
          Twilio
          Twilio
          Twilio Functions
          Twilio Functions
          Authy
          Authy
          Twilio SendGrid
          Twilio SendGrid
          #VoiceAndSms
          #SMS
          #SDK
          #Twilio

          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.

          See more
          Interest over time
          Reviews of Amazon Connect and Twilio
          Review ofTwilioTwilio

          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.

          How developers use Amazon Connect and Twilio
          Avatar of Instacart
          Instacart uses TwilioTwilio

          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.

          Avatar of Charles LaPress
          Charles LaPress uses Amazon ConnectAmazon Connect

          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.

          Avatar of Kent Steiner
          Kent Steiner uses TwilioTwilio

          Twilio is a service I have experimented with, and given a project with SMS requirements I would choose Twilio to support that.

          Avatar of William Baker
          William Baker uses TwilioTwilio

          For my own phone forwarding system, SMS messaging, and will gladly build such systems for clients.

          Avatar of atandy
          atandy uses TwilioTwilio

          I set up text-message alerts to be sent to me when an error was raised on the web application.

          Avatar of Zachary Melacncon
          Zachary Melacncon uses TwilioTwilio

          Used with BlueMix NodeRed to build an application that sends a text when it's about to rain.

          How much does Amazon Connect cost?
          How much does Twilio cost?
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