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Compare Twilio Flex and Zoom Contact Center 
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At a Glance
Market Segments
Small-Business (34.6% of reviews)
Mid-Market (48.1% of reviews)
Entry-Level Pricing
No pricing available
Starting at $69.00 1 Agent Per Month
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 FlexZoom Contact Center
Star Rating
(57)4.3 out of 5
Market Segments
Mid-Market (48.1% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $69.00 1 Agent Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Twilio Flex excels in its flexibility and customization options, allowing businesses to tailor the platform to their specific needs, while Zoom Contact Center is praised for its user-friendly interface and ease of setup, making it a great choice for teams looking for a quick deployment.
- Reviewers mention that Twilio Flex offers robust omnichannel capabilities, particularly in voice and SMS, with a G2 rating of 8.8 for voice, whereas Zoom Contact Center shines in video calls with a high rating of 9.7, making it ideal for businesses that prioritize video communication.
- G2 users highlight that Twilio Flex has a strong performance in session routing and queuing, with scores of 8.4 and 8.3 respectively, while Zoom Contact Center outperforms in session queuing with a score of 9.0, indicating a more efficient handling of incoming calls.
- Users on G2 report that Twilio Flex's reporting and dashboards feature is highly rated at 8.2, providing detailed insights into performance, while Zoom Contact Center's reporting is slightly lower at 7.9, suggesting that Twilio may offer more comprehensive analytics tools.
- Reviewers say that Twilio Flex's quality of support is rated at 8.3, which is commendable, but Zoom Contact Center surpasses this with a score of 9.0, indicating a more responsive and helpful support team for users needing assistance.
- Users report that while Twilio Flex has a solid IVR feature rated at 7.6, Zoom Contact Center's IVR capabilities are more advanced, contributing to a smoother customer experience, which is crucial for businesses handling high call volumes.
Pricing
Entry-Level Pricing
Twilio Flex
No pricing availableZoom Contact Center
Essentials
Starting at $69.00
1 Agent Per Month
For IT help desk, inbound contact center, and core omnichannel contact center
- AI Companion
- Flow Editor + IVR
- Real-Time Transcription
Free Trial
Twilio Flex
No trial information availableZoom Contact Center
No trial information availableRatings
Meets Requirements
8.3
25
8.4
52
Ease of Use
8.2
25
8.6
53
Ease of Setup
7.2
9
7.8
44
Ease of Admin
7.5
8
8.4
41
Quality of Support
8.2
23
8.3
52
Has the product been a good partner in doing business?
8.6
7
8.8
41
Product Direction (% positive)
7.1
24
9.4
54
Features by Category
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
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
Generative AI
Not enough data
Not enough data
Quality Assurance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Engagement
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance
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
Channels
Not enough data
8.9
45
Not enough data
6.4
35
7.7
5
|
Verified
7.6
38
Not enough data
7.5
38
Not enough data
6.5
37
Generative AI
Not enough data
7.7
36
Functions
8.3
16
|
Verified
8.3
44
8.2
17
|
Verified
8.8
45
8.6
14
|
Verified
8.9
40
Not enough data
7.4
36
Not enough data
7.0
33
Not enough data
8.3
40
7.3
5
7.8
40
Not enough data
7.4
41
Agentic AI - Contact Center
Not enough data
7.4
7
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.9
7
Administrative
8.2
15
|
Verified
7.8
38
8.6
11
|
Verified
9.0
40
8.1
16
|
Verified
7.8
44
Not enough data
8.5
43
6.0
5
|
Verified
7.7
37
Workforce Management
Not enough data
8.9
6
Not enough data
8.1
6
Not enough data
7.5
6
Not enough data
7.8
6
Not enough data
4.2
6
Administration
Not enough data
7.2
6
Not enough data
6.7
6
Not enough data
7.2
6
Not enough data
6.7
5
Not enough data
7.3
5
Platform
Not enough data
8.0
9
Not enough data
7.4
9
Not enough data
8.9
9
Not enough data
9.4
9
Not enough data
9.8
9
Not enough data
9.6
9
Not enough data
9.8
9
Generative AI
Not enough data
8.3
9
Workforce Management
Not enough data
8.3
9
Not enough data
8.0
9
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
8
Not enough data
9.1
9
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 Zoom Contact Center are categorized as Call Center Infrastructure (CCI) and Contact Center
Unique Categories
Twilio Flex is categorized as UCaaS Platforms and VoIP Providers
Zoom Contact Center is categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, and Contact Center Workforce
Reviews
Reviewers' Company Size
Twilio Flex
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoom 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%
Farming
16.7%
Financial Services
9.3%
Legal Services
7.4%
Hospital & Health Care
7.4%
Insurance
5.6%
Other
53.7%
Alternatives
Discussions
Twilio Flex has no discussions with answers
Zoom Contact Center has no discussions with answers
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