Avaya UCaaS vs. Twilio

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.

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• User-friendly GUI management interface with the possibility to create different rooms, notebooks, calendars, and chats.
• The management interface for recordings is made in the rooms with the possibility of downloading them to the location.
• Link and file sharing with other participants.
• Chat with all participants and individual.

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• 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.

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• 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

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There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.

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.

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We have not been faced to any performance issue.

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whilst on site it was delivered by teams to the desks , not the fault of the trainer

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The online training was clear and effective.

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Thank to the help of Avaya implementation team, the migration was done with minimal impact. All activities were well defined and done in time.

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

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