Break Free from Twilio Flex: 10 Best Alternatives and Competitors for 2023
Are you considering Twilio Flex? Or maybe you are already using it but facing issues? Have you noticed that call quality isn't always great, and you’re struggling with limited insights and data analysis capabilities, coding requirements, and delayed responses from customer support?
If any of this sounds familiar, you've come to the right place.
In this article, we will compare the 10 best Twilio Flex alternatives, delving into their features, pricing, strengths, and limitations. But first, we will introduce you to Twilio Flex and explain how we choose the ten alternatives.
Let’s get started!
What Is Twilio Flex
Twilio Flex is an all-in-one cloud-based call center platform that allows businesses to manage every facet of their customer communication and analytics. The platform's unique selling point is its high level of customization, enabling businesses to optimize interactions based on customer needs. This customization extends to workflows, routing rules, channels, integrations, and UI design.
The platform provides three ways to drive revenue:
Customer Service Contact Center: Twilio Flex offers a customer service contact center with specific channels and integrations orchestrated to remove friction and ensure repeat sales.
High Touch, Contextual Direct Sales Interactions: The platform enables businesses to engage in personalized and relevant direct sales interactions with customers.
Relationship Management: Twilio Flex is your in-app digital concierge, facilitating high-quality customer relationship management.
Some of the key features of Twilio Flex include the following.
Interactions across multiple channels, such as email, voice, SMS, WhatsApp, Telegram, and Facebook
Multilingual response capabilities
Easy creation and sharing of analytical reports, custom metrics, and KPI monitoring
Personalized pre-agent experience
Specific channels and integrations to drive repeat sales
Integrations with Zendesk, Microsoft Dynamics, Verint, Salesforce, ServiceNow, Microsoft Dynamics, Zoho, SAP C4C, and Oracle Service Cloud
Twilio Flex offers three pricing plans.
Free Trial – 5,000 free active user hours: The free trial gives users up to 5,000 active hours to help them determine whether to continue with the platform.
Per-hour Pricing – $1.00/active user hour: The Per-hour pricing plan offers flexibility for businesses that experience seasonal traffic fluctuations or have part-time agents. With this plan, businesses only pay for what they use, allowing them to scale up or down as needed.
Per-user Pricing – $150/named user: The Per-user pricing plan is designed for businesses that prefer a more predictable spending model, regardless of volume or activity. This plan charges a fixed monthly fee per named user (agent, supervisor, or administrator).
What Are Some of The Drawbacks of Using Twilio Flex?
While Twilio Flex has received positive reviews and feedback, there are some drawbacks to the platform:
Limited insights and data analysis capabilities: Users have mentioned that Twilio Flex doesn't provide sufficient insights into notifications and user engagements, forcing them to use other tools for data analysis.
Development or coding knowledge requirement: Utilizing Twilio Flex's might not be as user-friendly for those lacking technical expertise, potentially creating a barrier to entry for some businesses. For example, customizations on the platform require a development or coding background.
Performance and stability issues: Some users report that Twilio Flex runs slowly, even on stable internet connections. They also encounter frequent bugs, such as calls getting stuck, chat not loading on the user's screen, and call transfer problems.
Delayed customer support response time: Users express dissatisfaction with Twilio Flex's customer support, mentioning the long wait times for query responses and issue resolution.
How We Evaluated 10 Twilio Flex Competitors
We appreciate the importance of finding the right call center software for your business. While Twilio Flex offers a lot of functionality for the money, there may be better solutions for you. That's why we have conducted thorough research and evaluation to bring you the top 10 Twilio Flex alternatives.
We evaluated many factors when searching for the top Twilio Flex competitors and have listed the most important below.
Features: When assessing features, we considered the variety and effectiveness of each platform's tools for call management, routing, reporting, and analytics. We also examined customization options, workforce management capabilities, and omnichannel support for handling customer interactions across multiple channels.
Price and value: Our choices for the top Twilio Flex competitors needed to have comparable pricing plans and tiers. We also assessed the affordability of each plan and the value it provides businesses.
Ability to integrate: When choosing call center software, experts must assess integration capabilities. We ensured our picks had seamless integration with existing business tools, such as CRMs, analytics software, or collaboration tools, which enhances their workflow efficiency, supports data sharing, and boosts overall productivity.
User feedback: We also analyzed customer ratings and reviews across multiple platforms to identify common pros and cons of the different products.
Who it's suitable for: Finally, we determined the businesses and industries best suited to each Twilio Flex alternative.
Best 10 Twilio Flex Alternatives
Monthly Starting Price
1. Voiso – AI-First Contact Center Software for Sales and Support Teams
Offers a 30-day free trial
Predictive AI dialer
Local caller IDs across the globe
Automatic follow-up SMS
Proprietary speech analytics
2. Call Center Studio – Remote Teams Looking for Powerful Reporting Capabilities
No price published
Offers a free trial
Call masking property
Multiple dialing modes
3. LiveAgent – Robust Support for Small to Midsize Businesses
Offers a 7-day free trial
Benchmarks and leaderboard
Call device scheduling
Agent collision detection
4. inConcert – Diverse Industries Needing to Optimize Customer Interactions
No price published
Offers a free trial
Conversational AI and speech interpretation
Semantic assessment with natural language process engines
Optimized team management
5. CloudTalk – Global Businesses Seeking Call Management
Offers a 14-day free trial
Personalized greetings and music
Real-time customer card
6. Vonage Contact Center – Teams That Prefer a Customizable Solution
No price published
No free trial
Dynamic dial list
7. Aircall – A Voice Solution for Varied Businesses
Offers a 7-day free trial
Wrap it up
Call conference solution
8. Aloware – SMBs Wanting to Simplify Call Management
Offers a 7-day free trial
Sales power dialer
Personal and contextual tagging
9. Genesys – Workforce Management, Omnichannel, and Self-Service Capabilities for SMBs
Offers a 30-day free trial
Personalized employee hub
Predictive routing AI
Architect bot flow builder
10. Talkdesk – Advanced AI Features to Streamline Customer Service
Offers a 30-day free trial
AI interaction analytics
30+ security certifications
1. Voiso — AI-First Contact Center Software for Sales and Support Teams
Voiso is an AI-first cloud call center software designed to grow your business by improving productivity, automating tasks, and offering exceptional customer service.
With advanced features, Voiso integrates with leading CRM systems and enhances contact center operations across phone, web, and social media platforms. Voiso allows businesses to build sophisticated call flows, implement skill-based routing, and leverage proprietary speech analytics for quality assurance and compliance.
The software’s AI predictive dialer, complemented by built-in answering machine detection, boosts live conversations and overall pick-up rates.
Voiso Key Features
Voiso offers a comprehensive suite of features tailored to meet the needs of two primary user groups: sales teams and support teams.
AI AMD that detects voicemail in 3.5 seconds: Voiso’s AI answering machine detection feature distinguishes between a human and a voicemail greeting. Once the system detects a voicemail greeting, it immediately prompts the agent to move on to the next number. This process takes a mere 3.5 seconds, saving valuable time and ensuring agents maximize their efficacy.
Predictive AI dialer, 73 percent less abandonment rate: When Voiso's predictive AI dialer initiates a call, it automatically skips unanswered, busy, or disconnected numbers and moves on to the next available prospect. Therefore, Voiso ensures that all calls are relevant and targeted, leading to an increased chance of successful lead conversations.
Automatic follow-up SMS: This feature ensures that the software engages customers without human intervention. After each interaction or sales call, Voiso can send a pre-drafted SMS to follow up with the prospect, improving the chances of converting them into paying customers.
Automation: Voiso improves productivity by automating repetitive tasks, freeing up agents' time and allowing them to focus on more critical jobs. With Voiso, businesses can automate common call center workflows, such as ticket routing, agent assignments, pre-call information prompting, voicemail broadcasting, and more.
Real-time dashboards: With Voiso's real-time dashboards, businesses can gain valuable insights into how their call center agents perform. For example, a manager can see how many calls are queued, answered, and in progress. These dashboards can be easily customized to display the information most relevant to the organization. Dashboards give a manager and their team valuable real-time insights, allowing for quick resolution of issues and data-driven decisions based on performance.
Local Caller IDs: Voiso's local caller ID feature allows teams to make their number display as a local phone number, regardless of their true location. Using a local number increases the probability of a prospect picking up the phone, interacting with the agent, and being converted into paying clients.
Voiso also serves as a cost-effective solution forsupport teams, enabling them to deliver outstanding customer service while efficiently managing resources.
Voiso’s standout customer service features include:
Sophisticated call flows with flow-builder: Voiso's flow-builder feature allows businesses to create and customize their call flow process. Drag-and-drop features combined with the ability to use different triggers and actions, allows users to create comprehensive call flows for various calls quickly. Thus, support teams can ensure all callers get assistance, increasing customer satisfaction.
Omnichannel capabilities — WhatsApp, Facebook, Telegram, and other messengers: Voiso's omnichannel capabilities allow customers to communicate with businesses in whatever way is most convenient, from WhatsApp to Facebook. This approach increases customer satisfaction as interactions with the support team use a channel the customer prefers, resulting in better engagement and a positive brand image.
Skill-based routing, matches the customer to the right agent: Voiso's skill-based routing feature ensures that customers are paired with the right agents, resulting in more efficient and effective support. Support teams can define specific skills necessary for customer interactions and route relevant calls to the best-suited agents. This intelligent routing system helps maintain customer satisfaction while improving the agents' efficiency.
Proprietary speech analytics for quality assurance and compliance: Voiso's speech analytics tool uses advanced algorithms to analyze speech patterns and identify critical keywords from customer interactions. It enables teams to measure and understand call quality, customer experience, compliance issues, and opportunities for improvement. The data generated helps support teams coach, mentor employees, and improve overall performance.
Voiso Third-Party Integration
Voiso integrates with multiple third-party applications, including popular CRMs such as the following.
Pricing for Voiso Contact Center
Voiso offers three pricing tiers with a 30-day free trial period. Interested businesses can also add on advanced features, including:
You pay-per-use when you add on these extras.
Great for teams just starting out that need quick and easy setup
Secure WebRTC Client
24 hrs Support Response SLA
For medium to large teams that need enhanced flexibility and advanced features
Everything in Start-up, plus:
Answering Machine Detection
Automated Voicemail Drop
BI Tool Integrations
Custom Role-Based Permissions
3 hrs Support Response SLA
For large teams that want all the bells and whistles
Everything in Professional, plus:
Full API Access
1 hr Support Response SLA
Why Voiso Is The Best Alternative to Twilio Flex
We believe that Voiso is the best Twilio Flex alternative. But don’t take our word for it. When comparing Twilio Flex vs. Voiso, you must consider each platform's features, security, customization opportunities, pricing flexibility, and customer support.
Voiso provides everything you need to automate your workflows and enhance customer interactions, including the following powerful, advanced features.
Proprietary speech analytics
Automatic follow-up SMS
Global-local caller IDs
Furthermore, Voiso excels in global coverage and numbers, premium voice quality, and high-security standards. They even offer DID numbers in 140+ countries, including heavily regulated jurisdictions like Switzerland, Germany, the UK, Spain, and the UAE.
If your organization requires custom integration, Voiso has you covered. With its dev-friendly API, you can effortlessly harness the power of Voiso within your own application, tailoring the integration to meet your business’s unique needs.
Voiso provides 24/7 customer support and flexible pricing plans with a 30-day free trial.
Clearly, Voiso is an ideal alternative to Twilio Flex for businesses looking for a simple yet powerful solution that prioritizes global reach, voice quality, and seamless integration of various communication channels.
Effortless integrations with existing business processes, ensuring a hassle-free setup
Open lines of communication with Voiso's support team, which helps resolve concerns quickly and efficiently
Multiple campaigns and dialers that run simultaneously across multiple teams
DID numbers in 140+ countries
Popular CRM integrations only
Who Is Voiso Best for?
Voiso is a perfect fit for businesses of all sizes seeking cloud-based call center software that leverages AI and automation to improve productivity, increase customer satisfaction, and streamline communication. Voiso's adaptability and comprehensive features make it an ideal choice for sales and support teams across various industries.
You can learn more about Voiso's features, such as evaluating call outcomes, advanced real-time dashboards, event-based navigation, and more, in this video.
Call Center Studio is cloud-based contact center software that enhances customer service experiences through AI-powered, multi-channel communication. The software enables agents to provide exceptional support from any location, promoting efficiency and improved customer satisfaction.
Because Call Center Studio is built on Google Cloud, businesses can smoothly transition from legacy systems while enjoying a comprehensive, maintenance-free solution with no additional hardware costs.
With over 20,000 users worldwide, Call Center Studio serves diverse industries and has more than 600 clients.
Call Center Studio Key Features
Cloud FCT: The Cloud Fixed-Cellular-Terminal allows your business to utilize multiple mobile phone numbers when reaching out to customers. This innovative approach improves pickup rates by differentiating your calls from spam calls.
Call masking property: Call Center Studio's number masking property feature enhances privacy and security for customers and staff by concealing full phone numbers during calls. This feature supports call recording, quality assessment, and Personal Data Protection Law compliance.
Web callback: The web callback feature allows customers to leave their contact details on your website, streamlining agents’ return call process.
Multiple dialing modes: Call Center Studio provides various dialing modes to suit your business operations. Choose between dialing multiple numbers per agent or assigning one contact for each available agent, optimizing pick-up rates and minimizing call abandonment.
Smile detection: The technology detects if an agent is smiling during the call and sends reminders to put on a happy face when needed. This feature results in a more pleasant and engaging experience for customers, as the act of smiling positively influences an agents’ tone of voice.
Call Center Studio Third-Part Integration
Call Center Studio offers seamless integration with a wide range of software through its Public API. The Public API provides web services for every event on the platform, including calling, recording, transferring, and reporting. Call Center Studio integrates with the following software.
Multichannel Communication platforms: Facebook, WhatsApp, Web-Chat, and Telegram.
CRM Software: Microsoft Dynamics 365, Salesforce, HubSpot, Zoho, SAP, and Pipedrive.
BI & AI Tools: Dialogflow and Looker Studio.
IP Phones & Unified Communications: AudioCodes, Cisco, Yealink, and Avaya.
The pricing details for Call Center Studio software are not publicly available. To obtain accurate pricing information, contact the Call Center Studio directly.
Why Call Center Studio Is a Great Alternative to Twilio Flex
Call Center Studio provides businesses a good alternative to Twilio Flex. Its robust reporting, 24/7 customer support, and streamlined interface are particularly interesting.
This client-oriented platform boasts excellent communication, uptime, and quick issue resolution. It provides an effective solution for call centers with top-quality call clarity, rapid dialing, and easy integration into internal platforms. Additionally, it continuously evolves according to user needs, offering a unique monitoring system and cost-effective features for which its competitors often charge extra.
Budget-friendly pay-as-you-go model
Fast and seamless integrations with CRM and BI tools thanks to its open API
Intuitive interface and rich features empower agents to reach their full potential
Dedicated support team is available around the clock
Occasional issues with connection reliability, which can hinder job performance and waste time
Who Is Call Center Studio Best for?
Call Center Studio is ideal for companies operating remotely and desiring efficient, flexible, and intuitive call center solutions with AI tools and powerful reporting capabilities.
Organizations aiming for rapid deployment across multiple locations and those looking for seamless integration with their existing systems should consider Call Center Studio. Its user-friendly, flexible structure makes it popular in many industries such as retail, consumer electronics, freelance platforms, energy distribution, and education.
This video shows the benefits of Call Center Studio’s software built entirely on Google Cloud.
3. LiveAgent — Robust Support for Small to Midsize Businesses
LiveAgent is an innovative cloud-based customer support software designed to elevate the customer service businesses provide. The platform has over 175 advanced features and 200+ integrations, allowing customer service teams to seamlessly manage and resolve issues across all communication channels seamlessly.
LiveAgent Key Features
Benchmarks and leaderboards: With this feature, businesses can track and compare their performance against industry standards and competitors. The data ranges from daily to yearly reports, encompassing metrics such as work time, sales, answers, calls, chat messages, and customer reviews.
Call device scheduling: LiveAgent allows agents to set up the availability of their calling devices with custom dates and times, making it easier to manage their workload and ensure they are available to take calls when needed.
Agent collision detection: This essential feature indicates who is currently viewing or responding to a ticket, thereby preventing multiple agents from working concurrently on the same ticket.
Help desk mass actions: LiveAgent significantly enhances the efficiency of help desk operations by enabling system actions on a large scale. It allows agents to perform bulk actions, such as resolving, transferring, or deleting, on multiple tickets simultaneously, saving considerable time and preventing burnout.
LiveAgent Third-Party Integrations
LiveAgent offers numerous integrations, expanding the scope and efficiency of your business. These integrations include the following.
LiveAgent offers four pricing plans.
Small Business — $15/agent/month with monthly billing, or $9/agent/month when billed annually: Features include one incoming email account, three outgoing email accounts, ten departments, one live chat button, chat satisfaction surveys, 1 API key, a knowledge base, customer service, and White Glove Setup.
Medium Business — $35/agent/month with monthly billing, or $29/agent/month when billed annually: LiveAgent has designed thisplan for growing businesses with more complex customer support needs. It includes everything in the Small Business plan, plus ten incoming and outgoing email accounts, call center support, and more.
Large Business — $59/agent/month with monthly billing, or $49/agent/month when billed annually: This plan is LiveAgent’s most popular. It is suitable for larger businesses and includes everything in the Medium Business plan, plus forty incoming and outgoing email accounts, three WhatsApp accounts, fifty departments, a multi-knowledge base, a senior account manager, and more.
Enterprise — $85/agent/month with monthly billing, or $69/agent/month when billed annually: LiveAgent’s most comprehensive plan is designed for large enterprises. It includes everything in the Large Business plan, plus 100 incoming and outgoing email accounts, six WhatsApp accounts, 100 departments, and branding free.
LiveAgent also offers a 14-day free trial without a setup fee for businesses looking to try the software before they commit to a paid plan.
Why LiveAgent is a Great Alternative to Twilio Flex
LiveAgent stands on its own, it is also a great competitor to Twilio Flex due to its comprehensive suite of features, ease of use, and scalable solutions. LiveAgent provides over 175 advanced tools and over 200 integrations as a cloud-based customer support platform, allowing businesses to efficiently manage and resolve customer issues across various communication channels. Its user-friendly interface and commitment to customer satisfaction set LiveAgent apart in the competitive field of customer service software.
Intuitive interface and dashboard, allowing for efficient ticket assignment and inbox management
Easy connectivity of user emails and chats
Real-time chat and email functionalities
Reporting functionality needs to be able to create detailed, customized reports instead of generic ones
Confusing ticket system
Who Is LiveAgent Best for?
LiveAgent is an exceptional tool for businesses that require an effective client support solution. However, this excellent software is not just limited to business-to-customer interactions; it also facilitates easy internal communication.
This software is particularly popular among small to midsize e-commerce businesses, but its utility extends to various industries, including retail, IT services, and software development. Its adaptability, combined with robust features like a live chat application, ticket management, and online self-service portals, makes LiveAgent an all-encompassing solution for modern customer service management.
This video highlights the best features and benefits of LiveAgent’s Call Center Software.
4. inConcert — Diverse Industries Needing to Optimize Customer Interactions
inConcert is a comprehensive, omnichannel contact center solution that allows businesses to engage with their customers using various contact channels, transforming every interaction into a potential business opportunity. Its global presence across 27 countries enables it to manage over 10 billion interactions and serve more than 1000 active clients, which certainly provides evidence for why inConcert is a preferred contact center solution.
inConcert Key Features
Conversational AI and speech interpretation: The platform utilizes advanced conversational AI to automate messaging and speech-enabled applications. These tools understand and mimic human interactions, such as recognizing speech and text, understanding intent, and deciphering languages to provide comprehensive customer support and extract valuable data from each interaction.
Semantic assessment with natural language process engines: This inConcert feature employs natural language processing to evaluate the meaning and context behind each word used in conversations. It provides real-time analysis of every interaction based on semantic criteria, allowing for the extraction of meaningful data.
Optimized team management: inConcert's team management feature allows businesses to efficiently organize teams on its planning dashboard. The feature incorporates multiple shift scheduling strategies, easy management of team activities, leaves, shift changes, and training sessions without compromising team preferences.
Pipeline management: inConcert provides simultaneous tracking of multiple pipelines and sales teams. It monitors the progress and likelihood of an agent closing each sales opportunity and provides customizable pipelines to reflect all necessary data points.
inConcert Third-Part Integration
inConcert's omnichannel contact center is pre-configured for diverse applications, offering plug-and-play connectivity, easy integration with business process systems, and synchronization of calls with data from ERPs and other necessary applications.
It also has integration capabilities and facilitates seamless connections with prominent CRM tools such as the following.
With immediate integration and self-management, you can easily utilize voice interfaces and incorporate bots into your existing CRM and back office systems.
inConcert's free trial provides users with hands-on experience as your business determines which of the three pricing plans to choose. All pricing plans are billed per agent per month and designed for a minimum of 75 concurrent agents committed to a 24-month term.
Core: The Core plan provides access to the Omnichannel Contact Center Suite, ACD, IVR, and offers 100% voice, screen, and text recording. It also includes Workforce Management (WFM) to manage your employees effectively.
Pro: The Pro plan adds to the features of the Core plan by including an outbound dialer, speech/text analytics, and agent quality management. Users can also opt to include the additional Pro plan modules.
Elite: The Elite plan is the most comprehensive offering from inConcert. In addition to the Pro plan features, users can choose to include four additional modules.
The additional modules include the following.
Sales and CRM suite
Marketing automation suite
Why inConcert Is a Great Alternative to Twilio Flex
inConcert has 22 years of expertise in crafting software for contact centers, marketing, sales, and customer experience, making it a great alternative to Twilio Flex. inConcert’s cloud-based system, accessible from any device with an internet connection, provides excellent sound quality and a user-friendly interface.
inConcert's multimodal automatic dialing and intelligent routing capabilities, which amplify call productivity, set it above Twilio Flex. Additionally, inConcert offers 24/7 live support, AI-driven conversational bots, marketing automation and CRM, workforce engagement, and speech analytics.
Many APIs offered, enhancing integration and customization
Ability to manage incoming interactions across multiple channels, including bots
Control over contact center agent activities
Challenging to configure and has many prerequisites for the end-user
A complex infrastructure, which might require extra time to understand
System documentation can make the process more challenging for new users
Occasional software glitches
Who Is inConcert Best for?
InConcert is an ideal solution for businesses across various sectors seeking to optimize their customer touchpoints. It includes Contact Centers specialized in the following fields.
Additionally, it's a powerful tool for the professional services, business consulting, and education sectors.
Notable clients include Convertia, Webhelp, UOC, Corte Ingles, Toyota, and SAT.
This video shows inConcert’s cloud-based customer contact solution portfolio, including its conversational bot, marketing automation, CRM, Contact Center, workforce engagement, and speech analytics.
5. CloudTalk – Global Businesses Seeking Call Management
CloudTalk, a next-generation business calling software, helps companiesseamlessly connect with their customers, transforming the customer experience into a competitive advantage. The platform centralizes and processes all calling data, allowing businesses to expertly tailor their customer’s experience.
As a VoIP solution, CloudTalk is widely used by customer service and sales teams and prized for its automated workflows and built-in analytics, which aid in optimizing performance and increasing call efficiency.
CloudTalk Key Features
Custom greetings: Users can record, label, and upload their personalized voicemails in MP3 format. These messages can be tailored for certain scenarios, such as after-hours instructions or on-hold periods.
3-way calling: Users can introduce an additional agent or manager into an ongoing conversation for enhanced problem resolution. This feature also allows users to leave the call without affecting the remaining participants.
Real-time customer card: CloudTalk presents all relevant customer information upon receipt of the incoming call notification. This information includes the customer's interaction history with the company, such as previous calls, chats, orders, and tickets. Agents can update and edit this information during a call.
Smart dialer: This feature enables the creation of call queues from any website or CRM with a single click. It works with the click-to-call extension to convert phone numbers into clickable links, reducing manual dialing and decreasing call times.
CloudTalk Third-Part Integration
CloudTalk has many integrations. We list them below.
CRM: Pipedrive, HubSpot, Zoho, Kommo, and Copper
Helpdesk: LiveAgent, Help Scout, Intercom, and Gorgias
E-commerce: Adobe Commerce and BigCommerce
Sales Automation: Outreach, Salesloft, and Gong
CloudTalk offers four plans, all of which have annual subscriptions.
Starter — $25/user/month (billed annually): This plan is ideal for businesses starting their VoIP journey. It includes unlimited inbound and internal calls, click-to-call, automated call distribution, a mobile app, unlimited call queuing, and the availability of international numbers for 160+ countries.
Essential — $30/user/month (billed annually): This plan includes all of the Starter features and offers advanced analytics with unlimited history, a real-time client dashboard, integrations with other systems, Open API, skill-based routing, smart queuing, SMS/Text messages, and workflow automation. The Essential plan is suitable for businesses that require a more comprehensive set of features for their growing needs.
Expert — $50/user/month (billed annually): The Expert plan incorporates all of the Essential features plus Salesforce integration, power dialer, smart dialer, call monitoring (call barging, call whispering), wallboards, speech to text, single sign-on (SSO), SQL exporter, and unlimited concurrent calls. This plan is ideal for established businesses that require a more advanced feature set for their operations.
Custom: For businesses with unique needs, CloudTalk offers the Custom plan. It includes all of the Expert features plus custom onboarding, unlimited outbound calls (Flat rates), enterprise-level security, developer support, custom reporting, and an SLA. If your business requires a tailor-made plan, this plan is ideal for you.
CloudTalk also offers a hassle-free process to initiate a free trial. Interested businesses simply need to provide their contact information, and they can instantly start using CloudTalk's complete range of features for 14 days.
Why CloudTalk Is a Great Alternative to Twilio Flex
CloudTalk offers a user-friendly, ready-to-go communications platform that requires no setup assistance. Unlike Twilio Flex, CloudTalk allows you to get started with IT experts – all you need is an internet browser and a headset.
Another advantage of CloudTalk is its global reach. With over 160 international numbers, CloudTalk allows even small businesses to establish a worldwide presence and deliver exceptional customer service. CloudTalk's SMS and MMS messaging services streamline agent workflow and expedite response times. They allow personalized customer messaging and multimedia engagement. Unlike Twilio Flex’s API, CloudTalk offers ten inbound SMS free of charge.
Unified omnichannel communications hub with 30+ one-click integrations and open API
Easy-to-use drag-and-drop system
Superior call quality in both audio and video formats
Comprehensive dashboard gives users full control over call analytics
Interface does not auto-update the live call menu, leading to inconsistencies in tracking active calls
Occasional failures in detecting missed calls
Unstable network can cause frequent call drops
Integrations and speech-to-text capabilities not available in the basic package
Mobile application needs improvements for better user experience
Who Is CloudTalk Best for
CloudTalk is a versatile communication solution ideal for various types of organizations, including large enterprises, mid-sized businesses, non-profits, public administrations, and small companies.
Its rich suite of over 70 advanced calling features and many CRM and helpdesk integrations make it a perfect choice for those requiring sophisticated call management capabilities. In addition to its advanced functionalities, CloudTalk maintains an intuitive interface, making it user-friendly for even large customer service teams handling high call volumes. Moreover, with its wealth of international phone numbers, CloudTalk is particularly beneficial for businesses aiming to establish or strengthen their global presence.
This video introduces CloudTalk, demonstrating the installation and login process, showing how to make and receive calls, and providing a glimpse into basic call statistics and call history.
Vonage Contact Center (VCC) is a comprehensive, cloud-based contact center software designed to increase your team's productivity and satisfaction. Improving the agent experience enables superior customer service, which in turn can drive sales and service delivery. VCC also helps control costs, improve first-call resolution, and seamlessly integrates with your CRM to provide a holistic approach to customer interactions.
VCC is a robust solution that combines all the necessary elements to positively impact your business operations and customer experience.
Vonage Contact Center Key Features
Conversation analyzer: This feature provides a comprehensive speech analytics solution by integrating with your CRM or BI tool. It helps you with quality management, compliance, coaching, and best practices to boost customer experiences.
Custom-built dashboards: This feature offers a way to monitor individual and team performance, identifying areas for improvement within your department. Vonage’s dashboards provide real-time and historical data, including comprehensive metrics and reports, all within your CRM reporting system. It facilitates a personalized, comprehensive view of your team's activities and enables data-driven decision-making to fine-tune your contact center operation.
Dynamic dial list: This feature ensures that your team connects with the right prospects at the right time. It automatically updates dial lists when a new lead enters the system and can prioritize specific lists for immediate calling. The dynamic dial list feature optimizes prospect interaction, ensuring your team always contacts the hottest leads first.
Vonage Third-Party Integrations
VCC provides seamless integration with several leading platforms, including the following.
Microsoft Dynamics 365
VCC ContactPad Anywhere
VCC offers two main pricing plans and does not provide a free trial option. The pricing details are not publicly available. Each plan caters to different business needs, with additional add-on options for further customization.
Priority: Ideal for businesses just starting as a contact center. The features of this plan include an announcement place in the queue, analytics, reporting, dashboards, and more.
Premium: An excellent choice for companies focusing on enhancing customer experience and agent performance. This plan includes all features of the Priority plan, plus dynamic and multilingual announcements, dynamic routing, queued callback, whisper coaching, and more.
Add-on options: Vonage Contact Center offers a range of add-on options to enhance your contact center's efficiency. These include speech analytics, virtual assistant, workforce management, post-call surveys, gamification, visual engagement, screen recording, and integrated UC/CC experience.
Note that alternative features are available for different CRMs.
Why Vonage Contact Center Is a Great Alternative to Twilio Flex
Choosing the right cloud contact center software is a critical business decision. Vonage stands out as a superior alternative to Twilio Flex for several reasons.
VCC enhances team productivity and optimizes costs while improving customer first-call resolutions. With a focus on innovation, VCC is future-proof, incorporating AI and new technologies to meet the industry’s evolving needs. Its easy-to-use features can be easily configured and optimized, making VCC a comprehensive, customizable choice for your business.
Cloud-based and provides flexibility in DID setup
User-friendly call flow design
Deep integration with popular CRMs
Easy-toreview voice interactions, logs, and recordings within the app
Limited license levels
Mobile app needs improvement for optimal functionality
Simple tasks, such as changing voicemail messages, are currently tedious
Creates many records, causing problems with data limit constraints
Logic behind automatic call logging and manually saving call records needs improving
Unified communications features are only available as add-ons.
Who Is Vonage Contact Center Best for
Vonage Contact Center is a powerful solution for businesses of varying sizes, including large enterprises, mid-sized companies, small businesses, nonprofits, and public administrations.
It's a particularly effective tool for the following industries.
The public sector
Sales teams will benefit from the deep CRM integration, enhancing deal closures through cross-channel engagement histories. IT professionals will appreciate its reliability, scalability, and ease of use, overcoming traditional on-premise solution weaknesses. Finally, Salesforce leaders will love Vonage’s seamless integration, which makes it an extension of the CRM, enhancing operational efficiency and synergy.
This video presents an overview of VCC's integration with Salesforce, highlighting features such as click-to-dial, auto-dialer, and omnichannel routing across various platforms. It also showcases the AI-enhanced self-service options, local numbers, and more.
7. Aircall – A Voice Solution for Varied Businesses
Aircall, a cloud-based call center and phone system, is a beacon for contemporary businesses seeking seamless communication. Its effortless integration with widely-used CRM and helpdesk tools are the key to managing phone support in a transparent, accessible, and cooperative manner.
Reliable analytics, desktop, and mobile accessibility, and the trust of over 15,000 companies prove that Aircall is an essential tool for sales and support teams worldwide.
Aircall Key Features
Insight cards: This feature gives you valuable caller context the moment your phone rings by displaying account details, such as owner, deal size, or delivery status. Providing agents direct access to detailed customer profiles ensures swift problem resolution.
Wrap it up: This feature offers agents a reprieve from constant incoming calls by allotting time for agents to complete tasks related to the previous call. The adjustable "wrap-up time" ranges from 30 seconds to 5 minutes, helping to boost efficiency in CRM management and time utilization.
Call conference solution: Designed to facilitate easy and quick conference calls, this feature allows you to connect with a global team and converse with up to five participants at once. With Aircall, you can add, hold, or remove participants on the go. All of your conference calls will also be automatically synced into your CRM.
Real-time modifications: This feature allows agents to adapt their system settings as needed. Whether adding or removing users, numbers, or devices, Aircall ensures that your call center software never becomes a hindrance.
Aircall Third-Party Integrations
For sales teams, Aircall offers integrations with the following platforms.
For support teams, Aircall offers integrations with the following platforms.
Because Aircall's robust integrations complement your existing tech stack, your team can easily integrate call center software into existing workflows. Plus, Aircall offers API developer support in the top-tier package.
Aircall offers three pricing plans and a 7-day free trial. When billed annually, businesses will enjoy savings of up to 29%.
Essentials — $40/user/month (minimum three users): The Essentials plan provides a versatile voice solution that's easy to initiate, integrate, and manage. It includes unlimited calls within the US & Canada, over 100 integrations and API access, essential telephony features like IVR, call recording, click-to-dial, and unlimited simultaneous outbound calls.
Professional — $70/user/month (minimum three users): In addition to all the Essentials features, the Professional plan offers Salesforce integration, mandatory call tagging, advanced analytics and call monitoring, improved support features including queue call back, and enhanced sales features including Power Dialer.
Custom: Tailored to your business’s needs, this plan requires a minimum of 10 users. Pricing details are available upon request. It includes all of the Professional plan features, unlimited worldwide calls, custom analytics, custom onboarding, access to API developer support, and a service-level agreement (SLA).
Why Aircall Is a Great Alternative to Twilio Flex
Aircall is a compelling alternative to Twilio Flex because it offers a powerful, ready-to-use solution that does not require complex setup or coding. With its intuitive controls and one-click integrations, Aircall simplifies call center management, enabling teams to get started in minutes.
Its features, such as IVR menus, smart routing, live activity feed, call monitoring, and call conferencing, facilitate efficient teamwork and help achieve KPIs. The platform also integrates seamlessly with many CRMs, including a Power Dialer for Salesforce. With local and international numbers in 100+ countries, Aircall keeps your business connected globally, making it a truly easy-to-use and versatile call center solution.
Intuitive dashboard that simplifies call management
Displays of the call recipient’s local time, particularly beneficial for international calls
Real-time analytics that deliver deep insights into communication efforts
No hardware required
No extensive international calling capabilities, restricting usefulness for global companies
Occasional technical glitches, such as the inability to hear callers or calls not logging
Absence of a click-to-dial function and a mute or silence button for incoming calls
Requires a minimum of three users
Who Is Aircall Best for
Aircall is designed to enhance the efficiency and productivity of multiple teams in a company, such as Sales, IT & Operations, and Customer Service. Whether a small startup or a large multinational corporation, Aircall can be a great asset for businesses that need company-wide communication across multiple teams.
Aircall is particularly beneficial for companies in industries such as the following.
Retail and e-commerce
Travel and hospitality
Education and e-learning
Marketing and advertising
This video showcases Aircall’s voicemail transcription feature and is part of their YouTube playlist titled "Discover Aircall's Product Features."
8. Aloware – SMBs Wanting to Simplify Call Management
Aloware is a comprehensive, cloud-based contact center solution designed for global sales and support teams. It offers all-in-one, turnkey software that facilitates engaging customer interactions through various channels, including calls, text messages, and social media.
Aloware Key Features
Sales power dialer: Aloware's advanced power dialer automates the dialing process, allowing your sales team to work more efficiently. It provides automatic, rapid dialing for the fast-paced sales environment.
Personal and contextual tagging: This feature allows you to tag calls for efficient follow-ups and take notes during a call. Call tagging helps to categorize and prioritize calls, enhancing customer interactions and follow-up procedures.
Sentiment analysis: Aloware's sentiment analysis tool provides insights into the emotional tone of a call, identifying if the conversation is positive, negative, or neutral. It can even pinpoint when the sentiment changed during the call, providing valuable data for training purposes.
Drill-down reports: Aloware offers detailed, customizable reporting options that allow you to dive deep into your data, supporting informed decision-making and strategic planning. With drill-down analytics, you can shift from a broad overview to a detailed, granular view of your data in the same report.
Aloware Third-Party Integration
Aloware seamlessly integrates with popular CRM and Helpdesk platforms, such as the following.
It also supports versatile communication channels, such as VoIP calls, SMS, and email.
Aloware offers three pricing plans with unlimited minutes and no contracts or hidden fees. They also offer a 15% discount for quarterly billing and a 7-day free trial.
iPro — $40/user/month: The iPro plan is designed for support teams. It has features such as unlimited inbound calls and texts, local or toll-free numbers, two-way SMS/MMS, click-to-dial, call recording, real-time reporting, and over 20 CRM integrations.
uPro — $70/user/month: The uPro plan includes all of the iPro plan features, plus SMS/MMS broadcasting, call and text sequences, call monitor and barge, tagging and dispositions, and queue callback. Local presence is available as an add-on.
xPro — $90/user/month: The xPro plan offers all of the uPro plan features, plus a power dialer, workflow automation, white-glove support, agent training, and custom integrations. Local presence is also available as an add-on.
Why Aloware Is a Great Alternative to Twilio Flex
Aloware offers distinct advantages over Twilio Flex, including its comprehensive feature set that enhances productivity and customer engagement.
In addition to its excellent features, Aloware’s TCPA-compliant power dialer maximizes call efficiency while avoiding DNC numbers. The built-in AI chatbot, AlohaBot, delivers seamless customer interactions without external integrations. Plus, Aloware's plans include unlimited inbound/outbound minutes and SMS for uninterrupted communication. Finally, it offers phone number provisions in over 120 countries, enabling you to serve your global clients.
Seamless transition and quick support
Easy to navigate and customize
Customizable call center with SMS functionality and phone tracking for marketing attribution
Some features, like local presence, only available as add-ons
Software may occasionally be slow
Integration with other CRM platforms may require optimization
Limited two-way integration
Occasional disconnections and unclear calls
Who Is Aloware Best for
Aloware is a versatile tool suited for organizations of all sizes, from small teams to large departments. It seamlessly integrates with popular CRM systems, such as HubSpot, Salesforce, Pipedrive, and Zoho, boosting productivity. Call centers will benefit from the unique features, including call recording, sentiment analysis, and real-time communication tracking. On the other hand, sales teams appreciate the advanced sales dialer with call scripts and voicemail drops.
This video demonstrates how Aloware can help triple your productivity and revenue.
Genesys is a leading global provider of customer experience solutions. The platform simplifies customer interactions across multiple channels, including calls, emails, chats, and social comments, and provides real-time analytics and insights to improve customer relationships.
Genesys Cloud CX Key Features
Software-based verification: Genesys’ software-based verification performs automatic pre-call checks, leveraging voice print technology to accurately differentiate between answer machines, fax signals, and live responses.
Personalized employee hub: A unique feature of Genesys is its personalized employee hub, which provides agents with a centralized platform to manage their performance and development. It offers a comprehensive view of their performance, comparative data, scheduled training sessions, and e-learning assignments.
Predictive routing AI: Genesys' predictive routing AI utilizes agent, customer, and interaction data to identify patterns, which help in effectively matching customers with agents and boosting business performance.
Architect bot flow-builder: This feature allows the creation of smart bots using a user-friendly drag-and-drop interface. It is bolstered by integrated dialog management and natural language processing (NLP) capabilities, ensuring your bots can effectively comprehend and respond to customer inquiries.
Genesys Third-Party Integration
Genesys offers robust integration capabilities with many systems, including the following.
Workforce management tools
Other legacy systems.
Their AppFoundry Marketplace allows you to search for and add new features to your Genesys solution. Genesys also simplifies your tech stack, ensuring seamless operations, from security and compliance to business intelligence, channels and routing, voice enhancements, and bots and automation.
Genesys presents four different pricing models. The pricing starts at $75 per user per month, with annual billing required. Businesses do not currently receive discounts for annual billing or volume purchases.
It has multiple billing options, including named user, by-the-hour, and concurrent pricing. It also offers a 30-day free trial.
CX 1 (Voice) — $75/user/month: The CX 1 plan is designed for seamless customer call management. It offers inbound and outbound voice, dynamic routing, callbacks, employee support, and more. This package includes high-quality call recording, open-API architecture for easy integration, powerful orchestration builder, and a comprehensive fair-use policy.
CX 2 (Digital) — $95/user/month: The CX 2 Digital plan provides the flexibility needed for a personalized and proactive digital experience. It offers capabilities for any engagement on any digital channel, such as a workspace optimized for digital employees, rich media capabilities, and a robust Quality Management solution.
CX 2 (Digital + Voice) — $115/user/month: The CX 2 Digital + Voice is perfect for organizations wanting to offer both voice and digital engagement solutions. It includes all of the features of Genesys Cloud CX 1 and Genesys Cloud CX 2 Digital, enabling seamless customer journeys across interactions on any channel.
CX 3 (Digital + WEM) — $135/user/month: The CX 3 plan connects the employee journey with the customer journey. This plan includes all of the Genesys Cloud CX 2 Digital features, plus an employee activity dashboard, AI-powered scheduling and forecasting, AI-powered speech and text analytics, gamification, and built-in coaching and learning modules.
CX 3 (Digital + WEM + Voice) — $155/user/month: The CX 3 Digital + WEM + Voice plan includes all of the features of Genesys Cloud CX 1, CX 2, and CX 3 Digital + WEM plans, providing a holistic solution for businesses looking to deliver exceptional experiences to customers and employees alike. This plan also provides a full fair-use policy for IVR minutes, data storage, API requests, and voice transcription.
Why Genesys Is a Great Alternative to Twilio Flex
Genesys is a compelling alternative to Twilio Flex because of its comprehensive approach to the customer experience. Recognized as a leader in the 2022 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS), Genesys offers robust workforce and orchestration capabilities and journey analytics.
Most importantly, Genesys transforms isolated interactions into connected customer experiences through a unified interface. The platform's AI & Automation, Digital Customer Engagement, and Workforce Engagement Management (WEM) stand out from the competition. Furthermore, the open architecture of Genesys Cloud's all-in-one software facilitates smooth integration with existing solutions and extends functionality, making it easier for agents to deliver personalized customer experiences.
Unified communications and collaboration tools in all plans
Seamless integration with your existing system
Clear call quality and comprehensive activity history
Robust security features
Lack of omnichannel support in base plan
Not ideal for small businesses
Users might experience issues with the softphone, either due to network problems or application issues
Who Is Genesys Best for
Genesys is best suited for large corporations and enterprise-level organizations with substantial customer volumes across multiple channels. It's particularly beneficial for the following fields.
Businesses in these fields must provide a personalized, connected customer journey. While Genesys mainly caters to larger operations, it also offers solutions for small and mid-sized businesses.
This video presents its all-in-one customer experience solution, featuring unified customer interaction history, AI-powered forecasting, smart workforce engagement, and real-time analytics.
10. Talkdesk – Advanced AI Features to Streamline Customer Service
Talkdesk is a leading global cloud contact center platform designed to revolutionize customer service experiences. Its innovative solutions automate every step of the customer journey with AI-powered tools, industry-specific products, and low-code customization capabilities.
Recognized as a leader by Gartner, Aragon Research, and G2 Crowd, Talkdesk aims to eliminate poor customer service, enhance efficiency, and increase revenue, providing businesses with the competitive edge they need in today's marketplace.
Talkdesk Key Features
AI interaction analytics: This feature uses artificial intelligence to capture, transcribe, and analyze every customer interaction across various contact channels. It automatically identifies key conversational moments, topics, customer intents, and sentiments, giving businesses the data they need to enhance the customer journey.
Virtual agent: This feature modernizes customer self-service by blending automation with human interaction. The virtual agent uses natural language IVR and intelligent intent detection to manage queries, reducing the need for live agent escalation and improving first contact resolution rates.
Workforce management: This feature streamlines staffing and scheduling decisions, improving agent utilization and ensuring optimal service levels. It offers intelligent forecasting, automated scheduling, and supports flexible working arrangements. Agents have mobile access to schedules and can use chatbot assistance for any queries or issues.
30+ security certifications: Talkdesk holds over 30 security certifications, indicating its commitment to maintaining the highest security standards in the industry.
Talkdesk Third-Party Integration
Talkdesk offers seamless integrations with over 60 platforms. The most popular integrations include the following.
Talkdesk offers three distinct pricing plans and a 30-day free trial.
CX Cloud Essentials – $75/user/month: The CX Cloud Essentials plan provides the basic capabilities needed for you to operate your hybrid contact center efficiently. It includes routing, voice engagement, a virtual agent, knowledge management, dashboards, reports, APIs, and access to 60+ out-of-the-box integrations and a 80+ AppConnect marketplace.
CX Cloud Elevate – $95/user/month: Elevate your contact center experience with this plan. It includes all of the Essentials plan features, plus digital customer engagement, automated notifications, quality management, and actionable customer feedback.
CX Cloud Elite – $125/user/month: The CX Cloud Elite plan is designed to optimize team performance and turn insights into results. It includes everything in the Elevate plan, plus custom reporting and performance management. You can also choose one of four add-on packages: workforce management, customer experience analytics, agent assist, or proactive outbound engagement.
In addition to the plans listed here, users can request quotes for solutions tailor-made for their industry.
Remember that Talkdesk also offers per-hour login consumption, concurrent, and Digital Engagement-only pricing. Prices for these features are based on a minimum 3-year commitment.
Why Talkdesk Is a Great Alternative to Twilio Flex
Talkdesk is an excellent alternative to Twilio Flex due to its impressive features and quick deployment time. Its AI-driven analytics help teams make data-informed decisions, swiftly identifying trends and addressing performance inconsistencies.
Setting up your contact center is simple and quick with Talkdesk, allowing agents to ramp up operations rapidly. Furthermore, Talkdesk provides omnichannel engagement, workforce engagement, employee collaboration, and detailed customer experience analytics. It is secure, scalable across 160+ countries for phone provisioning, and reliable, boasting a 4.25 worldwide average MOS score.
High-level HIPAA-compliant security with 30+ certifications
Seamless integration with 60+ business tools, including ServiceNow, Zoho, Microsoft, Salesforce, Slack, and Dynamics 365.
100% Uptime SLA
Short authentication session duration that regularly requires agents to log in again
Bugs resulting in lost call recordings
Data synchronization issues with the Salesforce integration
Limited call visual feedback
Pricing is high compared to competitors
The CX Cloud Elite plan only allows for one add-on package, limiting customization options
Who Is Talkdesk Best for
Talkdesk caters to a wide array of industries, from communications and media to healthcare and retail. It serves small businesses, mid-sized companies, large enterprises, non-profit organizations, and public administrations.
With solutions tailored to various roles, such as contact center managers and IT directors, it aids in enhancing customer service experiences from the top down. Talkdesk offers specialized resources for business continuity, digital transformation, and managing hybrid and mobile workforces efficiently. It is a versatile and focused platform, adaptable to current business trends and needs.
This video from Talkdesk showcases its AI-powered virtual agent — a human-like AI-powered conversational assistant.
Which Alternative to Twilio Flex Is Right for You?
Finding a reliable call center software solution that meets your needs and respects your budget can be challenging. When looking at the myriad of Twilio Flex alternatives, consider more than just the feature set. You should take a holistic approach to software research and compare many factors, such as functionality, cost-effectiveness, quality of customer service, and integration capabilities.
We hope that you’ll find something on our top ten list that suits your business.
But first, wait. Don't be overwhelmed. Take a look at Voiso first.
Voiso is certainly worth considering as an alternative to Twilio Flex. Designed for both sales and support teams, it offers a harmonious blend of functionality, cost-effectiveness, and comprehensive support, making it the top call center software solution for a business that needs the perfect alternative to Twilio Flex.
So, break free from the limitations of Twilio Flex and switch to Voiso, the software that gives you everything you need.
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Looking for a simple and cost-effective alternative to Aircall. Explore the ten best alternatives, including Ziwo, Dialpad, and Voiso.
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You can’t improve what you can’t measure. To make a contact or call center performance more efficient, managers and supervisors need to know for sure what metrics to track and where to direct resources for managing performance.