# Google Voice, Twilio Flex vs Amazon Connect Comparison | | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Star Rating** | 4.1 out of 5 | 4.1 out of 5 | 4.5 out of 5 | | **Total Reviews** | 166 | 36 | 84 | | **Largest Market Segment** | Small-Business (63.2% of reviews) | Mid-Market (39.3% of reviews) | Mid-Market (49.3% of reviews) | | **Entry Level Price** | $10.00 1 Google Voice Per Month | No pricing available | No pricing available | --- ## Top Pros & Cons ### Google Voice Pros: - Phone Numbers (7 reviews) - Text Messaging (4 reviews) Cons: - Limited Features (3 reviews) - Connection Issues (1 reviews) ### Twilio Flex Pros: - Easy Integration (3 reviews) - Integrations (3 reviews) Cons: - Limited Features (2 reviews) - Missing Functionality (2 reviews) ### Amazon Connect Pros: - Ease of Use (11 reviews) - Efficiency (6 reviews) Cons: - Complex Features (3 reviews) - Complexity (3 reviews) --- ## Ratings Comparison | Rating | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Meets Requirements** | 8.2 (126 reviews) | 8.3 (27 reviews) | 9.2 (65 reviews) | | **Ease of Use** | 8.7 (127 reviews) | 8.3 (27 reviews) | 9.3 (66 reviews) | | **Ease of Setup** | 8.3 (44 reviews) | 7.6 (11 reviews) | 9.0 (38 reviews) | | **Ease of Admin** | 7.8 (30 reviews) | 7.6 (9 reviews) | 9.2 (17 reviews) | | **Quality of Support** | 7.2 (93 reviews) | 8.2 (25 reviews) | 8.9 (54 reviews) | | **Has the product been a good partner in doing business?** | 6.5 (23 reviews) | 8.3 (8 reviews) | 9.1 (16 reviews) | | **Product Direction (% positive)** | 6.7 (126 reviews) | 6.7 (25 reviews) | 8.2 (58 reviews) | --- ## Pricing ### Google Voice #### Entry-Level Pricing Plan: Starter Price: $10.00 1 Google Voice Per Month Key Features: - Calls between Google Voice numbers included - Calls to the US from any Google Voice number included - Calls to Canada from a Canadian or US Google Voice number included [Browse all 3 editions](https://www.g2.com/products/google-voice/pricing) #### Free Trial No ### Twilio Flex #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Amazon Connect #### Entry-Level Pricing No pricing available #### Free Trial Yes --- ## Features Comparison By Category ### Contact Center Quality Assurance | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Quality Assurance | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Evaluation** | Not enough data | Not enough data | Not enough data | | **Calibration** | Not enough data | Not enough data | Not enough data | | **Reports** | Not enough data | Not enough data | Not enough data | #### Engagement | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Feedback** | Not enough data | Not enough data | Not enough data | | **Dashboards** | Not enough data | Not enough data | Not enough data | | **Training** | Not enough data | Not enough data | Not enough data | #### Performance | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Integrations** | Not enough data | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### Contact Center | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | 8.0/10 | 22 | | **Amazon Connect** | 9.1/10 | 61 | #### Channels | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Voice** | Not enough data | 8.3 (5 reviews) ✓ Verified | 9.5 (32 reviews) ✓ Verified | | **Social** | Not enough data | Not enough data | 8.5 (19 reviews) | | **Web Chat** | Not enough data | 8.1 (6 reviews) ✓ Verified | 9.5 (21 reviews) ✓ Verified | | **Mobile SMS** | Not enough data | Not enough data | Feature Not Available | | **Email** | Not enough data | 8.0 (5 reviews) ✓ Verified | 8.8 (21 reviews) | #### Generative AI | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | 8.3 (6 reviews) | #### Functions | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Session Routing** | Not enough data | 8.3 (16 reviews) ✓ Verified | 9.1 (40 reviews) ✓ Verified | | **Session Queuing** | Not enough data | 8.2 (17 reviews) ✓ Verified | 9.2 (40 reviews) ✓ Verified | | **Concurrent Calling** | Not enough data | 8.6 (14 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | | **Speech Analytics** | Not enough data | Not enough data | 8.8 (22 reviews) ✓ Verified | | **Auto Dialer** | Not enough data | Not enough data | 9.1 (23 reviews) | | **IVR** | Not enough data | Not enough data | 9.0 (20 reviews) | | **Inbound Screen Pop** | Not enough data | 7.3 (5 reviews) | 9.6 (20 reviews) ✓ Verified | | **Persistent Data** | Not enough data | Not enough data | 8.9 (20 reviews) ✓ Verified | #### Agentic AI - Contact Center | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | 9.7 (6 reviews) | | **Cross-system Integration** | Not enough data | Not enough data | 9.5 (10 reviews) | | **Natural Language Interaction** | Not enough data | Not enough data | 8.7 (5 reviews) | | **Proactive Assistance** | Not enough data | Not enough data | 9.3 (5 reviews) | #### Administrative | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Session Summary Notes** | Not enough data | 8.2 (15 reviews) ✓ Verified | 9.0 (33 reviews) | | **Administrator Access** | Not enough data | 8.8 (12 reviews) ✓ Verified | 9.3 (29 reviews) ✓ Verified | | **Reporting & Dashboards** | Not enough data | 8.1 (16 reviews) ✓ Verified | 8.9 (37 reviews) ✓ Verified | | **Session Recording** | Not enough data | Not enough data | 9.4 (23 reviews) | | **Agent Scheduling and Assignment** | Not enough data | 6.0 (5 reviews) ✓ Verified | 9.4 (16 reviews) | ### Contact Center Workforce | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Workforce Management | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Agent Availability** | Not enough data | Not enough data | Not enough data | | **Skills Management** | Not enough data | Not enough data | Not enough data | | **Shift Scheduling** | Not enough data | Not enough data | Not enough data | | **Agent Self-Service** | Not enough data | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | Not enough data | #### Administration | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Automation** | Not enough data | Not enough data | Not enough data | | **Performance Analysis** | Not enough data | Not enough data | Not enough data | | **Dashboards** | Not enough data | Not enough data | Not enough data | | **Forecasting** | Not enough data | Not enough data | Not enough data | | **Intraday Management** | Not enough data | Not enough data | Not enough data | ### Call Center Infrastructure (CCI) | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Platform | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Omnichannel** | Not enough data | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | Not enough data | | **Call Routing** | Not enough data | Not enough data | Not enough data | | **Call Back** | Not enough data | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | #### Workforce Management | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Call Monitoring** | Not enough data | Not enough data | Not enough data | | **Performance Evaluation** | Not enough data | Not enough data | Not enough data | #### Call Center Infrastructure (CCI) | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | #### Administrative | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Call Recording** | Not enough data | Not enough data | Not enough data | | **Reporting & Dashboards** | Not enough data | Not enough data | Not enough data | ### Customer Service Automation | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Customer Support | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Text** | Not enough data | Not enough data | Not enough data | | **Speech** | Not enough data | Not enough data | Not enough data | | **Knowledge Base** | Not enough data | Not enough data | Not enough data | #### Automation | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Ticket Resolution** | Not enough data | Not enough data | Not enough data | | **Customization** | Not enough data | Not enough data | Not enough data | | **Intelligent Routing** | Not enough data | Not enough data | Not enough data | #### Artificial Intelligence | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Learning** | Not enough data | Not enough data | Not enough data | | **Language** | Not enough data | Not enough data | Not enough data | | **Conversational AI** | Not enough data | Not enough data | Not enough data | ### Speech Analytics | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Generative AI | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### VoIP Providers | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Platform Basics - VoIP Providers | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **PBX systems, VoIP Softphone** | Not enough data | Not enough data | Not enough data | | **Call Management** | Not enough data | Not enough data | Not enough data | | **Network monitoring** | Not enough data | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | Not enough data | | **Virtual PBX** | Not enough data | Not enough data | Not enough data | | **SIP trunking services** | Not enough data | Not enough data | Not enough data | #### Basic Communication | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Phone Calls** | Not enough data | Not enough data | Not enough data | | **Video Calls** | Not enough data | Not enough data | Not enough data | | **Instant Messaging** | Not enough data | Not enough data | Not enough data | | **Screen Sharing** | Not enough data | Not enough data | Not enough data | | **Conference Calls** | Not enough data | Not enough data | Not enough data | | **Desk-to-Desk Calls** | Not enough data | Not enough data | Not enough data | #### Agentic AI - VoIP Providers | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | #### Access | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Software Pairing** | Not enough data | Not enough data | Not enough data | | **Browser Extension** | Not enough data | Not enough data | Not enough data | | **Individual Download** | Not enough data | Not enough data | Not enough data | #### Advanced Features | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Hold Music** | Not enough data | Not enough data | Not enough data | | **Automated Attendants** | Not enough data | Not enough data | Not enough data | | **VOiP Number** | Not enough data | Not enough data | Not enough data | ### Google Workspace Communication Tools | Product | Score | Reviews | |---|---|---| | **Google Voice** | 7.2/10 | 6 | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Agentic AI - Google Workspace Communication Tools | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Cross-system Integration** | 7.2 (6 reviews) | Not enough data | Not enough data | ### UCaaS Platforms | Product | Score | Reviews | |---|---|---| | **Google Voice** | N/A | N/A | | **Twilio Flex** | N/A | N/A | | **Amazon Connect** | N/A | N/A | #### Agentic AI - UCaaS Platforms | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | #### Extensions | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Tenancy Flexibility** | Not enough data | Not enough data | Not enough data | | **Native VoIP** | Not enough data | Not enough data | Not enough data | | **CCaaS Option** | Not enough data | Not enough data | Not enough data | #### Features | Feature | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Voicemail to Email** | Not enough data | Not enough data | Not enough data | | **Voicemail to SMS** | Not enough data | Not enough data | Not enough data | | **File Sharing** | Not enough data | Not enough data | Not enough data | | **Voice Conferencing** | Not enough data | Not enough data | Not enough data | | **Video Conferencing** | Not enough data | Not enough data | Not enough data | | **Conference Transcripts** | Not enough data | Not enough data | Not enough data | --- ## Categories **Unique to Google Voice (1):** [Google Workspace Communication Tools ](https://www.g2.com/categories/google-workspace-communication-tools) **Unique to Twilio Flex (4):** [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [VoIP Providers](https://www.g2.com/categories/voip-providers), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Software](https://www.g2.com/categories/contact-center) **Unique to Amazon Connect (6):** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci) --- ## Reviewer Demographics ### By Company Size | Segment | Google Voice | Twilio Flex | Amazon Connect | |---|---|---|---| | **Small-Business** | 63.2% | 32.1% | 20.5% | | **Mid-Market** | 25.0% | 39.3% | 49.3% | | **Enterprise** | 11.8% | 28.6% | 30.1% | ### By Industry #### Google Voice - **Marketing and Advertising:** 9.4% - **Information Technology and Services:** 6.3% - **Computer Software:** 5.7% - **Education Management:** 5.7% - **Non-Profit Organization Management:** 4.4% - **Mental Health Care:** 3.8% - **Primary/Secondary Education:** 3.1% - **Health, Wellness and Fitness:** 3.1% - **Staffing and Recruiting:** 3.1% - **Financial Services:** 2.5% - **Other:** 52.8% #### Twilio Flex - **Information Technology and Services:** 21.4% - **Insurance:** 17.9% - **Transportation/Trucking/Railroad:** 7.1% - **Consumer Services:** 7.1% - **Computer Software:** 7.1% - **Consulting:** 3.6% - **Public Safety:** 3.6% - **Outsourcing/Offshoring:** 3.6% - **Marketing and Advertising:** 3.6% - **Information Services:** 3.6% - **Other:** 21.4% #### Amazon Connect - **Computer Software:** 16.4% - **Information Technology and Services:** 11.0% - **Financial Services:** 9.6% - **Insurance:** 6.8% - **Banking:** 5.5% - **Consumer Services:** 5.5% - **Accounting:** 4.1% - **Leisure, Travel & Tourism:** 4.1% - **Airlines/Aviation:** 2.7% - **Transportation/Trucking/Railroad:** 2.7% - **Other:** 31.5% --- ## Alternatives ### Alternatives to Google Voice - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4162 reviews) - [Quo](https://www.g2.com/products/quo-quo/reviews) — 4.7/5 stars (3371 reviews) - [iPlum](https://www.g2.com/products/iplum/reviews) — 4.3/5 stars (199 reviews) - [Gmelius](https://www.g2.com/products/gmelius/reviews) — 4.4/5 stars (776 reviews) - [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews) - [Salesmsg](https://www.g2.com/products/salesmsg/reviews) — 4.7/5 stars (379 reviews) - [Drag](https://www.g2.com/products/drag/reviews) — 4.5/5 stars (261 reviews) - [DevRev](https://www.g2.com/products/devrev-devrev/reviews) — 4.4/5 stars (202 reviews) - [Happeo](https://www.g2.com/products/happeo/reviews) — 4.5/5 stars (154 reviews) - [Yet Another Mail Merge (YAMM)](https://www.g2.com/products/yet-another-mail-merge-yamm/reviews) — 4.3/5 stars (91 reviews) ### Alternatives to Twilio Flex - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1546 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1583 reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1355 reviews) - [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3551 reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4162 reviews) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2383 reviews) ### Alternatives to Amazon Connect - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1546 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews) - [Webex Contact Center](https://www.g2.com/products/webex-contact-center/reviews) — 4.4/5 stars (163 reviews) - [Avaya Experience Platform](https://www.g2.com/products/avaya-experience-platform/reviews) — 4.1/5 stars (181 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1583 reviews) - [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1129 reviews) - [Vonage Contact Center (formerly NewVoiceMedia)](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) — 4.2/5 stars (104 reviews) --- ## Top Discussions ### Google Voice - Title: [What is Google Voice used for?](https://www.g2.com/discussions/what-is-google-voice-used-for) — 1 comment > **Top comment:** "Google Voice is a free, cloud-based phone service that allows users to make and receive calls, send text messages, and access voicemail using a single phone..." - Title: [Does G suite include Google Voice?](https://www.g2.com/discussions/does-g-suite-include-google-voice) — 1 comment > **Top comment:** "No, it's a paid add-on." ### Twilio Flex No discussions available for this product. ### Amazon Connect - Title: [What is Amazon Connect?](https://www.g2.com/discussions/what-is-amazon-connect) — 3 comments > **Top comment:** "Call center which stores the data on cloud." - Title: [What is Amazon Connect used for?](https://www.g2.com/discussions/what-is-amazon-connect-used-for) — 1 comment > **Top comment:** "To establish a cloud based contact center with low cost and with scalable resource" - Title: [when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?](https://www.g2.com/discussions/30859-when-i-merge-a-call-and-hang-up-does-it-hang-up-on-everyone-how-do-i-just-transfer-my-call-instead-of-merging-it-and-then-hanging-up) — 1 comment, 1 upvote > **Top comment:** "You can merge the calls together, then you are able to disconnect and they will still be on with each other" --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/google-voice-vs-twilio-twilio-flex-vs-amazon-connect)