Amazon Connect vs Twilio

Overview

Twilio

Stacks11.5K

Followers8.8K

Votes521

Amazon Connect

Stacks64

Followers128

Votes0

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.

Advice on Twilio, Amazon Connect

Finch

Ops at SLS

Jul 23, 2020

Needs adviceon

Salesforce Sales Cloud

Salesforce

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!

189k views189k

Comments

Dainis

Marketing project manager at Colortime

Jan 31, 2020

Needs advice

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

135k views135k

Comments

Detailed Comparison

Twilio	Amazon Connect
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.	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.
Phone- Phone Numbers API;Phone- Convert Text to Speech and Play Audio;Phone- Record Calls and Store Them;Phone- Create Conferences;Phone- API Queueing;Phone- Call Queues;Phone- Convert Speech to Text;Phone- Usage API;Phone- Status Callbacks and Logs;Phone- Global Reach;SMS- Supports Unicode;SMS- Message Queueing;SMS- Realtime API;SMS- Global Reach;SMS- Status Callbacks and Logs;SMS- Usage metering & API triggers;SMS- Voice Enabled Numbers;SMS- Short Codes;Two-factor authentication;Call tracking;Voice broadcasting;Cloud IVR;Mobile app distribution	Easy to set up and manage;Scalable and elastic;Pay as you go;Open platform
Statistics
Stacks 11.5K	Stacks 64
Followers 8.8K	Followers 128
Votes 521	Votes 0
Pros & Cons
Pros 148 Powerful, simple, and well documented api 88 RESTful API 66 Clear pricing 61 Great sms services 58 Low cost of entry Cons 4 Predictable pricing 2 Expensive	No community feedback yet
Integrations
Google App Engine Bugsnag Zendesk Twilio SendGrid Parse	No integrations available

What are some alternatives to Twilio, Amazon Connect?

Nexmo

Nexmo connects your apps directly to carriers around the world. Integrate SMS and Voice messages using one simple API. Use Nexmo Verity to register users, verify transactions, and implement two factor authentication.

Plivo

Plivo provides basic building block APIs in the form of Plivo XML and HTTP API, to create telephony apps, so developers can completely do away with learning the nitty-gritty of the telephony plumbing.

Agora

Agora.io provides building blocks for you to add real-time voice and video communications through a simple and powerful SDK. You can integrate the Agora SDK to enable real-time communications in your own application quickly.

OpenTok

It adds the clarity and emotion of face-to-face communication to your brand whether you're developing for the web, iOS, or Android. We make the integration of high-quality live video a breeze so that you can focus on building a great product.

ClickSend SMS

Send and receive SMS globally with the SMS gateway. Trust your business messaging with reliable, direct routes, and lightning fast message delivery.

MessageBird

At MessageBird we believe that communicating with a business should feel as natural as communicating with a friend. That's why our SMS, Voice and Conversations APIs continue to revolutionize company-customer interactions.

BulkSMS

BulkSMS.com is a leading SMS messaging service provider offering two-way SMS communication services. The BulkSMS gateway reaches across borders and connects to over 800 mobile network operators world-wide.

MessageMedia

It is a business mobile messaging service provider that enables businesses of all sizes and industries to deliver and manage SMS text messages from PC, web, email or API.

Postscript

Postscript lets you easily create and manage SMS marketing campaigns with detailed analytics designed to increase sales and revenue, not just clicks.

Braze

Braze is a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love.

Related Comparisons

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.

Amazon Connect vs Twilio

Overview

Amazon Connect vs Twilio: What are the differences?

Advice on Twilio, Amazon Connect

Detailed Comparison