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Amazon Connect vs Twilio: What are the differences?
- Integration options: One key difference between Amazon Connect and Twilio is their integration options. Amazon Connect provides seamless integration with other Amazon services such as AWS Lambda, CloudWatch, and Lex, enabling users to build robust contact center solutions. On the other hand, Twilio offers a wide range of integration options, including popular CRM platforms like Salesforce and Zendesk, as well as chatbots and AI services like Dialogflow and IBM Watson.
- Pricing model: Another difference lies in their pricing models. Amazon Connect offers a pay-as-you-go pricing model, allowing users to only pay for the minutes they use and the features they enable. In contrast, Twilio offers a consumption-based pricing model, where users pay for usage on a per-minute or per-SMS basis, with additional costs for additional features.
- Scalability and global reach: When it comes to scalability and global reach, Amazon Connect has an advantage. Powered by the global infrastructure of AWS, Amazon Connect offers high scalability and can handle large numbers of concurrent calls with ease. Additionally, it has global data centers that ensure low latency and high quality of service for customers worldwide. Twilio also provides global coverage, but its scalability may depend on the region and the capacity available.
- Feature set: Both Amazon Connect and Twilio offer a wide range of features for contact center solutions, including call routing, IVR (Interactive Voice Response), and analytics. However, Amazon Connect has additional features such as real-time and historical analytics, as well as built-in natural language understanding through Amazon Lex for automated conversational experiences. Twilio, on the other hand, offers features like programmable SMS and MMS, video calling, and chat functionality.
- Development and customization: In terms of development and customization, Twilio provides more flexibility. Twilio's APIs and programmable interfaces allow developers to build custom communication workflows and integrate with existing systems easily. Amazon Connect also allows customization through AWS Lambda, but it may require more expertise in AWS services and configurations.
- Support and documentation: In terms of support and documentation, both Amazon Connect and Twilio offer comprehensive resources. Amazon Connect offers 24/7 technical support, detailed documentation, and a dedicated developer community. Twilio also provides developer support, extensive documentation, and a large community of developers who actively share their knowledge and experiences.
In summary, Amazon Connect and Twilio differ in their integration options, pricing models, scalability and global reach, feature sets, development and customization capabilities, as well as support and documentation.
Hey! We need an omnichannel inbox that's housed within Salesforce Sales Cloud that makes it super easy for our reps to respond to inbound communication (needs: clean inbox, provides historical context, etc.). We're a high-volume call center, and we get a ton of incoming SMS and email every day. We'd love a solution that lets us view all of that in one place — ideally Salesforce, as that's where our reps work, and we want to avoid needing them to switch between windows. Thanks!
if the inbound SMS are sales rep specific you could potentially have twilio fwd that msg to a google voice phone number which will in turn put an email in their inbox (so they're looking at 1 inbox instead of multiple places) Just an idea. Probably way off in left field compared to what you're thinking and I also invision. I'm not all familiar with MessageBird nor am I at all familiar w/ your data flow / business process. Would be happy to help brainstorm anytime! 10+ years experience on the sfdc platform
Check out Centro. We built this to solve this exact problem! We used tools like Twilio but wrapped it up in a application that runs on Slack.
Hello! We need to integrate an SMS gateway into our app for user phone verification. As we are just starting, we are searching for the most affordable/best price/performance option for SMS gateway to verify client phone numbers with the code, maybe you can suggest something between those two or maybe something else. We are planning to do business in Europe
Twilio documentation is very good and as a platform it just works. It's robust and reliable. We road-tested plivo and it wasn't anywhere near in terms of docs or support. In fact their support was terrible at replying to us. 48 hours to answer basic questions.
That's said, were also using sendgrid by twilio and that's not been pleasant . Their email builder appears to be react based but written by a team who don't understand react very well. That's a nightmare as yet
Twilio is the leader. Strong API, excellent documentation and reliable service. I suggest Nexmo since their API has smaller learning curve, offering better prices and also reliable solution. Also Nexmo offers more call per sec. 3 vs 2 and 2, out of the box. Good luck
Twilio might be not cheapest, but they have awesome documentation (a lot of examples), easy to use API and libraries. I think it's a very good product to start. If the bill will become too heavy, you can shop around for economical options.
stackshare doesn't seem to have this in the stack list yet, but in my experience Twillio is attractive. It's good for basics, their acquisition of SendGrid gives them a bit more market share.. They are stronger at marketing to those that benefit them. That said from my understanding SendGrid leases the networks, channels, and lines. While their interface is friendly, their pricing suited for lower volume, you want to look at what they are using via an API, a contract, etc. Is it a more friend UI to a combination of others. What redunancies do to they have, try their support. It's not that Twillio is bad, it's about the volume, the use case, the liabiitlies you might have to your end-users if Twillio isn't the right choice. Another option is Bandwidth. You ask for affordable, Twillio is an option, but front end costs v/s the costs of support you'll need to consider. Bandwidth has more reliability but requires more engineering and more skillset. Another option that is worth considering, not the most affordable, but https://www.zipwhip.com/ have perhaps options that might be higher and the cost is relative. Wight costs, of support costs of integration, cost of scale, costs of a volume..
Pros of Amazon Connect
Pros of Twilio
- Powerful, simple, and well documented api148
- RESTful API88
- Clear pricing66
- Great sms services61
- Low cost of entry58
- Global SMS Gateway29
- Good value14
- Cloud IVR12
- Simple11
- Extremely simple to integrate with rails11
- Great for startups6
- SMS5
- Great developer program3
- Hassle free3
- Text me the app pages2
- New Features constantly rolling out1
- Many deployment options, from build from scratch to buy1
- Easy integration1
- Two factor authentication1
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Cons of Amazon Connect
Cons of Twilio
- Predictable pricing4
- Expensive2
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