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Genesys Cloud CX vs. Twilio

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Genesys Cloud CX

757 Reviews and Ratings

Twilio

218 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Genesys Cloud CX

    Score7.9 out of 10
    		N/AGenesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

    $75

    per month (billed annually) per user

    Twilio

    Score7 out of 10
    		N/ATwilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

    $0

    per min per participant

    Pricing
    Genesys Cloud CXTwilio
    Editions & Modules
    Genesys Cloud CX 1 - Voice
    $75
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital
    $95
    per month (billed annually) per user
    Genesys Cloud CX 2 - Digital + Voice
    $115
    per month (billed annually) per user
    Genesys Cloud CX 3 - Digital + WEM
    $135
    per month (billed annually) per user
    Genesys Cloud CX 3 Digital + WEM + Voice
    $155
    per month (billed annually) per user
    Programmable Video
    $0.0015
    per min per participant
    WhatsApp Business API
    $0.0042
    Per WhatsApp Template message sent
    WhatsApp Business API
    $0.005
    Per WhatsApp session message
    Elastic SIP Trunking
    $0.007
    Per min for termination
    Programmable Messaging
    $0.0075
    per message sent or received
    Programmable Voice
    $0.0085
    per minute to receive a call
    Programmable Voice
    $0.013
    per min to make a call
    Elastic SIP Trunking
    $0.045
    Per min for origination
    Twilio Conversations
    $0.05
    per active user per month
    Twilio Authy
    $0.09
    per authentication
    Programmable Wireless
    $0.1
    per MB
    Twilio Flex (Contact Center)
    $1
    per active user hour (5000 hours free)
    Programmable Wireless
    $2.00
    per SIM card
    Twilio SendGrid Email API
    $14.95
    per month up to 100k emails. (Up to 40k emails free for 30 days)
    Twilio SendGrid Marketing Campaigns
    $15
    per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
    Twilio Flex (Contact Center)
    $150
    per named user per month (5000 hours free)
    Offerings
    Pricing Offerings
    Genesys Cloud CXTwilio
    Free Trial
    YesYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeOptional
    Additional DetailsPricing plans can also be billed hourly.1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.
    More Pricing Information
    Community Pulse
    Genesys Cloud CXTwilio
    Considered Both Products
    Genesys
    Verified User
    Chose Genesys Cloud CX
    Genesys cloud is much easier to use and does not require software installation. This makes it easier to scale up and down with seasonality and customizable to each client's needs.
    Incentivized
    Cintia Oliveira
    Process Analyst at Magazine Luiza (Retail, 1001-5000 employees)
    Chose Genesys Cloud CX
    Genesys is overall a better platform, we have access to local devs (with other platforms, we've had devs only in other countries, which spoke a different language, and even with a translator, we found that on more technical talks, a lot got lost in translation), and even though …
    Incentivized
    Rudy Mora
    Director of Ops Infrastructure in Information Technology at Vervent (Banking, 501-1000 employees)
    Chose Genesys Cloud CX
    Genesys Have the upper hand with their IVR architect platform, easily the best on the market, quick to deploy and build for scalability.
    Incentivized
    Phatana Souvanna
    Genesys engineer in Information Technology at DriveTime Automotive (Automotive, 1001-5000 employees)
    Chose Genesys Cloud CX
    I have worked with Genesys PureConnect for 6.5 years and I just recently switched over to the cloud version. It has been great using Genesys Cloud CX. No more upgrades to newer versions on PureConnect. This is done automatically in the Genesys Cloud.
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    The available features, ease of configuration, rate of innovation and industry experience were what sold us on Genesys CX
    Incentivized
    Verified User
    Chose Genesys Cloud CX
    Genesys Cloud had more history in this market space and the Cloud product suited our deployment targets, specifically the hybrid approach to on-prem edge servers and cloud platform. This allows us to keep the routing of our SIP traffic entirely within our network but allow the …
    Incentivized
    Twilio
    Verified User
    Chose Twilio
    The others have a ton of built-in features that are very nice to have with a traditional PBX or CC platform. For some companies, these aren't necessary. Twilio is great because, if you have a very specific use case that doesn't involve most of those other features, then …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Genesys Cloud CXTwilio
    Contact Center Software
    Comparison of Contact Center Software features of Genesys Cloud CX and Twilio
    Feature
    Genesys Cloud CX
    8.7
    412 Ratings
    Twilio
    -
    Ratings
    Agent dashboard8.6394 Ratings00 Ratings
    Validate callers8.9346 Ratings00 Ratings
    Outbound response9.0308 Ratings00 Ratings
    Call forwarding8.6334 Ratings00 Ratings
    Click-to-call (CTC)8.8269 Ratings00 Ratings
    Warm transfer9.2381 Ratings00 Ratings
    Predictive dialing8.8226 Ratings00 Ratings
    Interactive voice response9.0327 Ratings00 Ratings
    REST APIs7.8275 Ratings00 Ratings
    Call scripts8.0305 Ratings00 Ratings
    Call tracking8.8371 Ratings00 Ratings
    Multichannel integration8.4300 Ratings00 Ratings
    CRM software integration8.5290 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Genesys Cloud CX and Twilio
    Feature
    Genesys Cloud CX
    8.7
    391 Ratings
    Twilio
    -
    Ratings
    Inbound call routing8.5366 Ratings00 Ratings
    Omnichannel inbound routing8.9283 Ratings00 Ratings
    Recording9.2371 Ratings00 Ratings
    Quality management8.9340 Ratings00 Ratings
    Call analytics8.9350 Ratings00 Ratings
    Historical reporting8.2365 Ratings00 Ratings
    Live reporting8.7360 Ratings00 Ratings
    Customer surveys7.7221 Ratings00 Ratings
    Customer interaction analytics9.0265 Ratings00 Ratings
    User Ratings
    Genesys Cloud CXTwilio
    Likelihood to Recommend
    8.6
    (434 ratings)
    6.8
    (78 ratings)
    Likelihood to Renew
    9.0
    (38 ratings)
    7.5
    (5 ratings)
    Usability
    8.6
    (69 ratings)
    9.5
    (10 ratings)
    Availability
    8.2
    (6 ratings)
    -
    (0 ratings)
    Performance
    8.1
    (6 ratings)
    7.4
    (23 ratings)
    Support Rating
    6.2
    (100 ratings)
    5.7
    (16 ratings)
    In-Person Training
    8.7
    (5 ratings)
    -
    (0 ratings)
    Online Training
    8.4
    (11 ratings)
    -
    (0 ratings)
    Implementation Rating
    7.0
    (20 ratings)
    9.5
    (2 ratings)
    Configurability
    9.1
    (6 ratings)
    -
    (0 ratings)
    Contract Terms and Pricing Model
    7.9
    (15 ratings)
    10.0
    (1 ratings)
    Ease of integration
    8.9
    (8 ratings)
    -
    (0 ratings)
    Product Scalability
    9.1
    (7 ratings)
    -
    (0 ratings)
    Professional Services
    7.6
    (12 ratings)
    10.0
    (1 ratings)
    Vendor post-sale
    7.3
    (9 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    7.8
    (9 ratings)
    -
    (0 ratings)