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Compare Twilio Flex and Webex Contact Center 
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At a Glance
Market Segments
Small-Business (34.6% of reviews)
Mid-Market (41.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Twilio 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 FlexWebex Contact Center
Star Rating
(166)4.4 out of 5
Market Segments
Mid-Market (41.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Webex Contact CenterSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Twilio Flex excels in its call routing capabilities, with a score of 8.9, allowing for efficient management of incoming calls. In contrast, Webex Contact Center shines even brighter with a score of 9.1, indicating a more robust system for directing calls based on agent availability and skills.
- Reviewers mention that Twilio Flex offers a solid self-service platform experience, but Webex Contact Center's features, such as its AI Text-to-Speech functionality, rated at 8.9, provide a more advanced and user-friendly self-service option for customers.
- G2 users highlight that Twilio Flex has a commendable quality of support rating of 8.3, but Webex Contact Center outperforms it with a score of 9.0, suggesting that users find more reliable assistance and resources when needed.
- Users on G2 report that Twilio Flex's ease of setup is rated at 7.3, which can be a hurdle for new users. In contrast, Webex Contact Center's ease of setup score of 8.2 indicates a smoother onboarding process, making it more accessible for businesses.
- Reviewers mention that while Twilio Flex provides decent workforce management tools, Webex Contact Center's features, such as session queuing and performance evaluation, rated at 9.0 and 8.9 respectively, offer a more comprehensive solution for managing agent performance and availability.
- Users say that Twilio Flex's omnichannel capabilities are rated at 8.9, which is impressive, but Webex Contact Center's higher score of 9.1 indicates a more seamless integration across various communication channels, enhancing the overall customer experience.
Pricing
Entry-Level Pricing
Twilio Flex
No pricing availableWebex Contact Center
No pricing availableFree Trial
Twilio Flex
No trial information availableWebex Contact Center
No trial information availableRatings
Meets Requirements
8.3
25
9.1
142
Ease of Use
8.2
25
9.0
142
Ease of Setup
7.2
9
8.5
53
Ease of Admin
7.5
8
8.2
35
Quality of Support
8.2
23
8.9
135
Has the product been a good partner in doing business?
8.6
7
8.8
34
Product Direction (% positive)
7.1
24
9.3
141
Features by Category
Channels
Not enough data
9.1
75
Not enough data
8.8
73
7.7
5
|
Verified
8.9
75
Not enough data
8.6
73
Not enough data
8.5
74
Generative AI
Not enough data
8.9
57
Functions
8.3
16
|
Verified
9.1
98
8.2
17
|
Verified
8.9
99
8.6
14
|
Verified
9.1
89
Not enough data
8.4
74
Not enough data
8.7
75
Not enough data
8.7
73
7.3
5
9.0
76
Not enough data
8.8
75
Agentic AI - Contact Center
Not enough data
8.9
16
Not enough data
8.8
15
Not enough data
8.5
16
Not enough data
8.8
16
Administrative
8.2
15
|
Verified
8.8
92
8.6
11
|
Verified
9.0
96
8.1
16
|
Verified
8.9
96
Not enough data
8.7
75
6.0
5
|
Verified
8.7
74
Workforce Management
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
Administration
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
Platform
Not enough data
8.9
50
Not enough data
8.4
50
Not enough data
8.9
50
Not enough data
8.9
49
Not enough data
9.2
49
Not enough data
8.8
48
Not enough data
8.8
48
Generative AI
Not enough data
9.0
38
Workforce Management
Not enough data
8.9
50
Not enough data
8.9
49
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
8.8
49
Not enough data
8.7
49
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
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
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
8.1
6
Not enough data
8.6
6
Not enough data
7.8
6
Not enough data
8.1
6
Not enough data
6.0
5
Internal Use
Not enough data
8.1
8
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
8.7
5
Not enough data
7.5
6
Not enough data
8.3
6
Generative AI
Not enough data
Not enough data
Self-Service Experience
Not enough data
8.3
5
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
8.0
5
Not enough data
8.3
5
Self-Service Platform
Not enough data
8.3
5
Not enough data
8.3
5
Not enough data
7.7
5
Not enough data
8.7
5
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
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
Twilio Flex and Webex Contact Center are categorized as Call Center Infrastructure (CCI) and Contact Center
Unique Categories
Twilio Flex is categorized as UCaaS Platforms and VoIP Providers
Webex Contact Center is categorized as Live Chat, Contact Center Workforce, Customer Self-Service, and Customer Service Automation
Reviews
Reviewers' Company Size
Twilio Flex
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Webex Contact Center
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
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%
Consumer Services
24.4%
Information Technology and Services
19.9%
Telecommunications
8.3%
Higher Education
3.8%
Banking
3.8%
Other
39.7%
Alternatives
Discussions
Twilio Flex has no discussions with answers
What is Webex contact Centre?
1 Comment
TW
Cisco has brought all of the best portions of Call Center Performance, data, omnichannel and WFO to their cloud suite. Many of the Cloud Market leaders have...Read more
What improvements would you recommend for Webex Contact Center to better meet your customer service needs?
1 Comment
DP
AI-based summarization is the best feature. Read more
Webex Contact Center has no more discussions with answers
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