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Compare Avaya Experience Platform and Twilio Flex 
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At a Glance
Market Segments
Enterprise (52.6% of reviews)
Small-Business (34.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Avaya Experience Platform
Star Rating
(181)4.1 out of 5
Market Segments
Enterprise (52.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Avaya Experience PlatformTwilio Flex
Star Rating
(34)4.1 out of 5
Market Segments
Small-Business (34.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Twilio FlexSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Avaya Experience Platform excels in its voice capabilities, with a score of 9.3, while Twilio Flex, although strong, scores slightly lower at 9.0. Reviewers mention that the clarity and reliability of calls on Avaya are particularly noteworthy.
- Reviewers mention that Avaya's session routing feature stands out with a score of 8.6, compared to Twilio Flex's 8.4. Users say that Avaya's ability to efficiently direct calls to the right agents enhances customer satisfaction significantly.
- G2 users highlight Avaya's performance evaluation tools, scoring 9.2, as superior to Twilio Flex's offerings. Users report that the detailed analytics provided by Avaya help in better understanding agent performance and improving service quality.
- Users on G2 note that Avaya's agent self-service feature scores an impressive 9.3, which is higher than Twilio Flex's capabilities. Reviewers mention that this feature allows agents to manage their schedules effectively, leading to increased productivity.
- Reviewers mention that Twilio Flex shines in its integration capabilities, scoring 8.9, which is higher than Avaya's 8.1. Users report that Twilio's flexibility in connecting with various third-party applications is a significant advantage for businesses looking to customize their workflows.
- Users say that Avaya's automated attendants feature, scoring 9.0, is particularly effective in streamlining call management, while Twilio Flex's automated features, although good, score slightly lower at 8.7. Reviewers mention that Avaya's attendants provide a more seamless experience for callers.
Pricing
Entry-Level Pricing
Avaya Experience Platform
No pricing availableTwilio Flex
No pricing availableFree Trial
Avaya Experience Platform
No trial information availableTwilio Flex
No trial information availableRatings
Meets Requirements
8.6
132
8.3
25
Ease of Use
8.4
131
8.2
25
Ease of Setup
7.5
34
7.2
9
Ease of Admin
7.8
33
7.5
8
Quality of Support
8.2
118
8.2
23
Has the product been a good partner in doing business?
7.9
32
8.6
7
Product Direction (% positive)
7.1
129
7.1
24
Features by Category
Channels
9.3
15
|
Verified
Not enough data
8.9
11
Not enough data
8.1
15
|
Verified
7.7
5
|
Verified
7.7
10
Not enough data
8.2
14
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Functions
8.6
34
|
Verified
8.3
16
|
Verified
8.9
34
8.2
17
|
Verified
8.9
31
|
Verified
8.6
14
|
Verified
8.8
15
|
Verified
Not enough data
8.1
16
Not enough data
8.9
14
|
Verified
Not enough data
8.9
14
|
Verified
7.3
5
9.3
14
|
Verified
Not enough data
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.3
27
|
Verified
8.2
15
|
Verified
8.7
27
|
Verified
8.6
11
|
Verified
8.6
31
|
Verified
8.1
16
|
Verified
8.6
12
|
Verified
Not enough data
8.8
13
|
Verified
6.0
5
|
Verified
Workforce Management
7.7
5
|
Verified
Not enough data
7.3
5
|
Verified
Not enough data
Not enough data
Not enough data
9.3
5
|
Verified
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
7.3
5
|
Verified
Not enough data
7.3
5
|
Verified
Not enough data
Not enough data
Not enough data
8.7
5
|
Verified
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Self-Service Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Platform Basics - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Advanced Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Avaya Experience Platform and Twilio Flex are categorized as Contact Center
Unique Categories
Avaya Experience Platform is categorized as Contact Center Workforce, Speech Analytics, and Customer Self-Service
Reviews
Reviewers' Company Size
Avaya Experience Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Twilio Flex
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Telecommunications
14.5%
Information Technology and Services
10.5%
Consumer Services
10.5%
Insurance
9.9%
Hospital & Health Care
4.6%
Other
50.0%
Insurance
19.2%
Information Technology and Services
19.2%
Transportation/Trucking/Railroad
7.7%
Consumer Services
7.7%
Computer Software
7.7%
Other
38.5%
Alternatives
Discussions
Avaya Experience Platform has no discussions with answers
Twilio Flex has no discussions with answers
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