Bicom Systems vs. Twilio

Small to medium-sized businesses looking for a reliable and flexible communication solution would definitely see their IP telephony taken to the next step with PBXware and its ability to configure lots of different call scenarios, have an ability to manage their working hours very precisely but also businesses with multiple locations that require centralized communication and management or even service providers looking to offer their own hosted PBX services to their clients. I would end by saying that call centers or customer service departments that require advanced call routing and management features would definitely be satisfied using PBXware Call Center edition and gloCOM Agent & Supervisor edition that contains advanced queue features and real time monitoring.

I found Twilio to be excellent and very easy to use for a programmer in all aspects related to voice, SMS, and other features utilizing their API. I found the node client to be excellent and helpful. We previously used the Apex client for Salesforce before it was discontinued. Although we try not to use Twilio from Apex anymore, using that client was easier than implementing our own.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Emergency Support - 24/7
• Explain the solution so that you are aware and understand
• Remote into servers for hands on troubleshooting

• Easy to see my team in one place, when they log in and out and what call status they are in.
• Twilio is a simple, user friendly way to log in and out of work activities.
• Excellent services and support.
• The omnichannel feature which allows agents to get request from all channels.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Bulk changes for extensions, ability to make a change for every extension of the system

• Segment’s email identifier is case-sensitive, which is ridiculous because emails themselves are not case-sensitive. This means that if I send a capitalized email address in an identify call, it will create a duplicate user rather than matching it with the lowercase email. I think this is a technical oversight that should be corrected.
• I’d like to see more information about the eventual transition of existing Frontline customers to Twilio Flex
• I’d like to see some integrations between Twilio Studio and OpenAI or another open source LLM to provide automated responses, if this hasn’t been done already
• I would like to be able to drag and move the actual lines connecting the steps in Twilio Studio, sometimes mine can get pretty messy
• I think a Bug Report form would be beneficial for developers

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Unless we can get this handled quickly -- less than 1 week -- we will likely switch to another provider who, in my opinion, we'll have to spend close to $3,000 in development time to build a new integration for texting. Our clients need texting and I feel Twilio has failed us miserably.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Twilio executes what it is designed to do: send SMS messages at scale while providing very good deliverability. I believe that Twilio is very good at what we use for adding SMS messages to our comms strategy. We can see those messages get opened and replied to, which is exactly what we are looking to achieve.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries. With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The developer APIs and SDKs are super easy to follow.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Having the ability to use Muli-Tenant and one single instance definitely made us stand out whenever prospects were seeking for a new UcaaS solution for their company. The fact that we can make extremely detailed scenarios easily within PBXware also makes Bicom Systems a solution of choice. Also the ability to fully brand every single product is something that prospects were seeking for and are satisfied today using Bicom Systems products. PBXware offers a range of flexible licensing options, including both perpetual and subscription licenses, which makes it easier for businesses to scale up or down as needed. 3CX only offers subscription-based licenses.

We evaluated many fundraising-based text-to-give programs and found the subscriptions prohibitively expensive for our small scale and uncertain first few years of development. While we may be willing to invest that kind of money after discovering how things work, we're happy with Twilio now and have no desire to start over.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Being in South Africa, direct local currency support would be nice

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• We have many clients on it that are happy with it

• It helps drive the adoption of multi-factor authentication by making second-factor authentication quick and easy.
• Decreases the number of times a user spends migrating to a new device from an old one.
• Enables easy access to second-factors of authentication by offering multi-device support, making multi-factor authentication painless.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info