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Amazon Connect vs Twilio: What are the differences?

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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 Amazon Connect and Twilio
Needs advice
on
MessageBirdMessageBird
and
TwilioTwilio

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 (2)
Recommends

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

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Ryan Hitchler
CEO & Co-founder at Centro · | 1 upvotes · 105.8K views
Recommends
on
TwilioTwilio
at

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 · 112.7K views
Needs advice
on
PlivoPlivo
and
TwilioTwilio

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
on
NexmoNexmo

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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Recommends
on
TwilioTwilio
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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Recommends
on
TwilioTwilio

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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Andrew Voirol
Founder at The Social Diner · | 1 upvotes · 112.3K views
Recommends
on
PlivoPlivo

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
    • 148
      Powerful, simple, and well documented api
    • 88
      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
      Simple
    • 11
      Extremely simple to integrate with rails
    • 6
      Great for startups
    • 5
      SMS
    • 3
      Great developer program
    • 3
      Hassle free
    • 2
      Text me the app pages
    • 1
      New Features constantly rolling out
    • 1
      Many deployment options, from build from scratch to buy
    • 1
      Easy integration
    • 1
      Two factor authentication

    Sign up to add or upvote prosMake informed product decisions

    Cons of Amazon Connect
    Cons of Twilio
      Be the first to leave a con
      • 4
        Predictable pricing
      • 2
        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.

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      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