Five9 vs. Twilio

very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement. Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- Salesforce automation.

Incentivized

Twilio is well suited to sending SMS reminders to prospects on the lead-up to sales appointments. This has helped us improve attendance rates for these meetings. We also use Twilio to communicate with these prospects post-meeting to make offers on products and services and for feedback on their meeting.

Incentivized

• Inbound and outbound calls it process is so well.
• The service is so good and they give very efficient support in customer need.
• The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.

• 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

• Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
• The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
• Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.

Incentivized

• Authy does not support the "push button" multi-factor authentication from your application's native apps. This means if you want to use Authy, you still need to use TOTP based codes.
• Not really a shortcoming of Authy, but it does nothing to help with multi-factor authentication using text messages - those are still sent to your platform's messaging app.
• Authy doesn't always display how much time is left before your current token expires, making it difficult to know how much time you have left to enter the current code.

Incentivized

Robust product, great reliability and support.

Incentivized

We are happy with Twilio because the price per message is low. The API is not difficult to implement and the documentation is very complete. Twilio as a company keeps you well informed of issues that happen. They also offer free online workshops or conferences to make notices of new laws, etc.

Incentivized

I wish it was a 10. For the sake of a call center, it allows me to keep it simple for newer sales reps and just focus on basic KPI's. This is not an advanced CRM used for digital approaches. It is strictly a churn and burn call center CRM for me. It is a dialer.

Incentivized

Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.

Incentivized

We have had minimal downtime due to system outages since it was implemented.

Incentivized

The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.

Incentivized

The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.

Incentivized

Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.

Incentivized

Good interface to connect with different API systems for communication through different channel[s]. Twilio has good market coverage of the client across the globe for generating revenue through multi-channel approach. It works with [a] programmable feature that makes life easy for every user. Automated call is one of the advance[d] feature[s] of this tool.

Incentivized

I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.

Incentivized

The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.

Incentivized

The developer APIs and SDKs are super easy to follow.

Incentivized

We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console. Although it's a tool that has helped us complete various tasks to contact our customers, it has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.

A good tool with an easy interface for new users.

They need a more minimalist look.

They need to improve the supervisor console because it's very basic.

New agents aren't receiving calls from previous agents because they don't reuse numbers.

The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.

Incentivized

We have looked at some of Twilio competitors, like Infobip, Sich and Bandwith. Prices on all of them for voice minutes and SMS are way cheaper than Twilio. But none of them seem to offer as many features and ease of use as Twilio. Specially from an API point of view

Incentivized

It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.

Incentivized

• ROI was not as anticipated due to lacking reporting functionality - Negative
• Allowed us to develop a geographically dispersed call center workforce in response to the pandemic - Positive
• Provided true omnichannel capability that we lacked in the past (Voice/Voicemail/Chat). Positive
• CRM integration (with Salesforce) was not as expected. Negative
• Bang for the Buck just was not where it needed to be. High cost solution. Negative.

Incentivized

• We found that associates who had the opportunity to respond to a survey about their assigned job were 37% more likely to return to a job site
• We were able to reduce the number of resources required to manually respond to associates using Twilio Studio, so those resources could have more time to complete other tasks
• We were able to scale the number of associates who received survey messages at least by a factor of 8 without increasing our resource demand

Incentivized