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NICE CXone vs Twilio Comparison

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Overview

Category Leaders

NICE Cxone delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

Category Leaders

Twilio brings a powerful API for phone services enabling companies to make and receive phone calls, and send and receive...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from
$

100

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

0.01

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

218

194

64

18

13

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

5

4

3

2

1

182

59

5

8

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.

rakesh m.

I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.

AM

Armie M.

Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.

AB

Alejandra B.

Pros

Fantastic service for the money they ask. Twilio is a wonderful tool for building an infrastructure for making phone calls and sending SMS messages.

AR

Anonymous Reviewer

It just works great and helps businesses communicate effectively and programmatically.

Olivier JM M.

Wonderful people, always replay within a few hours of my late-night support emails. Reducing the bills is fantastic, and the tool plugs and plays with everything else nicely.

Brandon M.

Cons

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.

JW

Justin W.

I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.

DW

Drevon W.

Bad UI, slow customer service, difficult reporting, limited integrations.

TI

Thaier I.

Cons

Some of the support team at Twilio is okay. Some of them are the worst: Rude, unhelpful and stubborn and zero knowledge about their product and the industry they are part of.

OM

Or M.

Me and my client's completely mislead by an account executive who wasted our 4 weeks.

BK

Bolka K.

Have not came across anything during the trial that I dislike.

LL

Lee L.

  • Vendor responds to reviews
  • Last review14 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features117
  • 2-Way Messaging
  • AB Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Development
  • Appointment Management
  • Archiving & Retention
  • Audio / Video Conferencing
  • Auto-Dialer
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Big Data Analytics
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Campaign Segmentation
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configuration Management
  • Connectivity Management
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Data Collection
  • Data Management
  • Device Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Transfer
  • Geotargeting
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Knowledge Base Management
  • Labor Forecasting
  • List Management
  • Live Chat
  • MMS
  • Macros/Templated Responses
  • Manual Dialer
  • Mass Texting
  • Message Personalization
  • Mobile Alerts
  • Mobile Coupons
  • Mobile Keywords
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Polls/Voting
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Prototype Creation
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Messaging
  • Scheduled Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Shortcodes
  • Skills Tracking
  • Social Media Integration
  • Software Development
  • Speech-to-Text Analysis
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Text-to-Win
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • Visualization
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Configuration
  • Workflow Management
  • Total features77
  • 2-Way Messaging
  • AB Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Development
  • Appointment Management
  • Archiving & Retention
  • Audio / Video Conferencing
  • Auto-Dialer
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Big Data Analytics
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Conferencing
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Campaign Segmentation
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configuration Management
  • Connectivity Management
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Data Collection
  • Data Management
  • Device Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Transfer
  • Geotargeting
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Knowledge Base Management
  • Labor Forecasting
  • List Management
  • Live Chat
  • MMS
  • Macros/Templated Responses
  • Manual Dialer
  • Mass Texting
  • Message Personalization
  • Mobile Alerts
  • Mobile Coupons
  • Mobile Keywords
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Polls/Voting
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Prototype Creation
  • Purchasing & Receiving
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Messaging
  • Scheduled Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Shortcodes
  • Skills Tracking
  • Social Media Integration
  • Software Development
  • Speech-to-Text Analysis
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Text-to-Win
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • Visualization
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations38
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations367
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM