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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
Advice on Amazon Connect and Twilio
Needs advice
on
Twilio
and
MessageBird

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!

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Replies (1)
Ryan Hitchler
CEO & Co-founder at Centro · | 1 upvotes · 38.6K views

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.

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Dainis Duļbinskis
Marketing project manager at Colortime · | 2 upvotes · 48K views
Needs advice
on
Twilio
and
Plivo

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

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Replies (4)
Recommends
Twilio

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.

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Recommends
Nexmo

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

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HomeHere
Recommends
Twilio
at

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

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Andrew Voirol
Founder at The Social Diner · | 1 upvotes · 47.7K views
Recommends
Plivo

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..

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Pros of Amazon Connect
Pros of Twilio
    Be the first to leave a pro
    • 145
      Powerful, simple, and well documented api
    • 87
      RESTful API
    • 66
      Clear pricing
    • 61
      Great sms services
    • 58
      Low cost of entry
    • 29
      Global SMS Gateway
    • 14
      Good value
    • 12
      Cloud IVR
    • 11
      Extremely simple to integrate with rails
    • 11
      Simple
    • 6
      Great for startups
    • 4
      SMS
    • 3
      Great developer program
    • 3
      Hassle free
    • 1
      Many deployment options, from build from scratch to buy
    • 1
      Easy integration
    • 1
      Two factor authentication
    • 1
      Text me the app pages
    • 1
      New Features constantly rolling out
    • 0
      A

    Sign up to add or upvote prosMake informed product decisions

    Cons of Amazon Connect
    Cons of Twilio
      Be the first to leave a con
      • 1
        Predictable pricing
      • 1
        Expensive

      Sign up to add or upvote consMake informed product decisions

      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.

      Need advice about which tool to choose?Ask the StackShare community!

      What companies use Amazon Connect?
      What companies use Twilio?
      See which teams inside your own company are using Amazon Connect or Twilio.
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      What tools integrate with Amazon Connect?
      What tools integrate with Twilio?
        No integrations found

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        Blog Posts

        Jul 2 2019 at 9:34PM

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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.
        Avaya
        It is a global leader in the contact center market, providing companies with reliable and scalable communications-centric solutions. It helps businesses manage calls, improve customer service and compete more effectively.
        RingCentral
        Since RingCentral is cloud based, you enjoy the freedom to connect and manage multiple locations, devices and workers within your cloud phone system. You can easily customize users, departments, and call handling rules. No matter where you, or the users, are. You only need a high-speed Internet connection and your phone system is ready to work lightning fast, anytime and anyplace. There’s no PBX hardware.
        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