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
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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.

Want advice about which of these to choose?Ask the StackShare community!

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        What companies use 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.
          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
          What tools integrate with Amazon Connect?
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            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?
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