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Twilio vs Freshcaller

Last Updated: November 18th, 2024

Our analysts compared Twilio vs Freshcaller based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Twilio is a cloud communication platform as a service provider that enables businesses to embed phone, VoIP and messaging into web, desktop and mobile applications through web service APIs. Developers can design more efficient self-service call flows and trigger custom business processes through its low-code builder, Studio. Teams can make and receive phone calls, send and receive text messages and communicate in other ways. Developers can build new apps with a wide range of existing global cellular networks and enhance audio conferencing infrastructure through its Voice API. It helps augment existing contact centers with voice, SMS, IVR and a chatbot and integrates with Whatsapp, Facebook Messenger and Webchat.

Omnichannel customer service ensures sustained engagement through click-to-dial, automated text notifications, intelligent routing and callback service during peak hours. It blocks unlawful robocalls and ensures increased call answer rates through call trust indicators. It empowers businesses to create video apps and embed videos through dedicated SDKs for Android, iOS and JavaScript.

Freshcaller is a modern phone system that allows businesses to connect and collaborate quickly and at cost-effective prices. The cloud-based software is easy-to-use and offers a wide array of phone functionalities, including automatic call distributor, IVR, customizable voicemails, service level monitoring and more.

It’s ideal for HR teams, IT and customer support. The platform sets up call centers quickly, without heavy investments. Smooth functioning depends on only a web browser and a working internet connection.

$150/User, Monthly, Usage-Based

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$15 Monthly, Freemium

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Tailored to your specific needs

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Chromebook

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Cloud

On-Premise

Mobile

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Product Assistance

Documentation

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Live Online

Videos

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Videos

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24/7 Live Support

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Product Insights

Global Reach: Twilio enables businesses to connect with customers worldwide through voice, messaging, and video, breaking down geographical barriers and expanding market presence.
Scalability: As your business grows, Twilio effortlessly scales with you, ensuring that your communication capabilities can expand to meet increasing demand without the need for significant infrastructure investments.
Flexibility: With its API-first approach, Twilio offers unparalleled flexibility, allowing businesses to customize and integrate communication features into their existing workflows and systems seamlessly.
Cost Efficiency: By leveraging cloud communications, Twilio reduces the need for expensive hardware and maintenance costs associated with traditional communication systems, providing a cost-effective solution for businesses of all sizes.
Enhanced Customer Experience: Twilio's advanced features, such as automated SMS notifications and personalized voice responses, enable businesses to offer a more engaging and responsive customer service experience.
Reliability: Twilio's robust infrastructure ensures high availability and reliability, minimizing downtime and ensuring that businesses can maintain communication with their customers around the clock.
Security: With a strong commitment to security, Twilio provides features like end-to-end encryption and compliance with industry standards, ensuring that sensitive communication data is protected.
Real-Time Analytics: Twilio offers detailed analytics and reporting tools, giving businesses valuable insights into their communication performance and customer interactions, enabling data-driven decision-making.
Multi-Channel Support: Twilio supports a wide range of communication channels, including SMS, MMS, voice, video, and email, allowing businesses to reach customers on their preferred platforms.
Developer Friendly: With comprehensive documentation, SDKs, and support resources, Twilio is designed to be developer-friendly, reducing the learning curve and accelerating the development of custom communication solutions.
Innovation: Twilio is at the forefront of communication technology, regularly introducing new features and capabilities that enable businesses to stay ahead of the curve and leverage the latest advancements in communication tech.
Integration Ecosystem: Twilio integrates with a wide array of third-party applications and services, enhancing its functionality and allowing businesses to create a seamless ecosystem of tools tailored to their needs.

Improved Customer Experience: Freshcaller enables businesses to provide a seamless and efficient customer service experience, reducing wait times and ensuring queries are resolved promptly.
Cost Efficiency: By leveraging cloud-based technology, Freshcaller eliminates the need for expensive hardware and maintenance, significantly reducing operational costs.
Scalability: Easily scale your phone system as your business grows, adding new lines and features without the need for complex installations or additional infrastructure.
Global Reach: Freshcaller supports international numbers and call routing, allowing businesses to expand their reach and cater to a global customer base effortlessly.
Enhanced Team Collaboration: Features like call conferencing and call transfer facilitate better communication and collaboration among team members, improving overall productivity.
Data-Driven Insights: Access detailed call analytics and reports to gain insights into call volumes, durations, and agent performance, enabling data-driven decision-making.
Flexibility and Mobility: With Freshcaller, employees can make and receive calls from anywhere using their mobile devices, ensuring business continuity and flexibility.
Customizable Call Flows: Design and implement custom call flows to route calls efficiently based on business needs, ensuring callers reach the right department or agent quickly.
Integration Capabilities: Seamlessly integrate Freshcaller with other business tools like CRM systems, enhancing workflow efficiency and providing a unified view of customer interactions.
Enhanced Security: Freshcaller employs robust security measures to protect sensitive customer data and ensure compliance with industry standards and regulations.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly, ensuring minimal disruption to your business operations.
Reduced Downtime: With a reliable cloud infrastructure, Freshcaller ensures high availability and minimal downtime, keeping your business communications running smoothly.
Easy Setup and Management: The intuitive interface and straightforward setup process allow businesses to get started quickly without the need for extensive technical expertise.
Improved Agent Performance: Monitor and evaluate agent performance through call recordings and real-time analytics, providing opportunities for training and improvement.
Personalized Customer Interactions: Utilize caller ID and customer information to personalize interactions, enhancing customer satisfaction and loyalty.

Phone Numbers: Use APIs to monitor a number’s entire lifecycle. Facilitate global innovation to ensure that all number-based apps are secure from disruption. Get a hold of numbers that have undergone intensive testing. Port your existing numbers through an online application or email. Choose from over 65,000 phone numbers from the inventory and pick from a range of phone number types.
Elastic SIP Trunking: Get PSTN connectivity for any SIP device in a network. Automatically scale up or down with unlimited capacity. Add innovative cloud communication features, including voice insights, Twilio Interconnect and call control. Simplify the network, don’t pay any channel or port fees and ensure optimized security. Make use of disaster recovery features to safeguard the service.
Short Code: Increase reachability with shortcodes available in the U.S., Canada and the U.K., and long code numbers available in over 100 countries. Enable throughput at 100 messages per second. Reroute to standard long-code phone numbers in the U.S. if a carrier is unable to receive messages from short codes. Access automatic picture transcoding, character encoding and message assembly, ensuring message delivery without custom code.
Email Marketing: Import and sync large contact lists within minutes. Use the powerful segmentation engine to manage and send emails to any number of people. Choose a design flow using the drag-and-drop option or the code editor. Easily schedule a one-time email or set up an automated email series.
Account Security: Eliminate fake account creation, secure new users and reduce fraud. Deliver detailed carrier and caller information using Lookup. Make informed decisions regarding who can contact and who cannot. Secure business and a large volume of customers with Authy, enabling two-factor authentication to the log-in via TOTP, push and SMS.
Enhanced Emailing: Deliver all emails without interruptions with the propriety MTA (mail transfer agent), intuitive console, email experts and more. Activate automated email queue handling and throttle risk detection. Use sender authentication, SPF (Sender Policy Framework), DKIM (Domain Keys), reverse DNS (Domain Name System) and dedicated IP addresses to improve deliverability and reliability.
Improved Video Experience: Integrate videos directly into the app to enjoy a customized experience. Design a layout or choose one from the pre-configured options. Monitor participant network quality with Network Quality API. Create engaging whiteboards, animation and more with DataTracks. Allow screen-sharing to improve collaboration. Add live chat and support phone dial-in when the internet is unavailable.
Voice API: Quickly scale and modify a voice experience and add a wide array of customizations and resources. Add features such as Interactive Voice Response (IVR), recording transcriptions and speech recognition. Enable reliable, high-quality connections supported by the Twilio Super Network. Place quality calls by facilitating access to global carriers, infinite scaling and private links to the cloud.
Messaging API: Engage customers across the globe with 1,500 redundant partner carrier connections, phone numbers in over 100 countries and more than 200 types of numbers. Support channels such as SMS, MMS, OTT, email and more. Use intelligent sender selection for consistent, localized and compliant messaging. Message worldwide using over 200 phone number types, including shortcodes, alphanumeric and toll-free numbers. Use message insights to check status callbacks and real-time analytics.
Applications:
- Flex: Enable digital-first engagement with a broad span of communication channels managed through one platform. Continuously inspect, adapt and adjust any part of the contact center. Facilitate personalized interactions with customers by providing agents access to contextual information.
- Frontline: Assist clients and forge relationships despite geographical location. Provide support on any channel, including SMS, MMS, WhatsApp and chat. Transfer conversations between channels and employees and direct inquiries to the next employee. Manage privacy and compliance with SSO authentication and number anonymization. Use native push and badge notifications, ensuring employees never miss any alerts. Send and receive media and messages across channels using a single app.
- Segment: Unify data and enhance engagements by reaching out to the customers with the right message and using the right channel. Build personalized engagements by creating a single, holistic view of the customer journey rather than wasting endless hours on data. Collect user data from every interaction and combine it from various sources to better understand each customer. Catch quality data issues at the start and fix them automatically. Get rid of old, incomplete and inaccurate data.

Local Numbers: Expand business operations to different locations without making infrastructural investments. Cut down on costs and get featured in local directories. Enhance approachability by using local numbers. Mask primary business numbers and manage calls on a single number.
Toll-Free Numbers: Provide a free number to customers making it convenient for them and encourage more calls. Use easy to remember vanity numbers to ensure a higher recall value, leading to improved sales. Allow customers to contact the organization from across the globe.
Call-Masking: Increase familiarity among customers by masking helpline numbers with a local number. Buy phone numbers for over 40 countries. Distribute incoming calls and route them to the appropriate agents.
Number Porting: Allow quick number porting and retain old phone numbers. Access functions such as routing capabilities, Interactive Voice Response (IVR), call transfers and more. Connect with clients seamlessly with no service-related issues. Port numbers without extra costs.
Bring Your Own Carrier: Select a phone number carrier that is best suited for business needs. Access features including, IVR, callbacks, voicebots, intelligent call routing and more. Eliminate the hassles involved in shifting carriers to access cloud telephony system functions. Pay only for what you use.
Voicemail: Avoid missing any incoming calls by directing messages to the voicemail. Customize voicemail greetings, instruct callers on what to mention in the voicemail to help them feel heard even if they don’t reach a team member. Access voicemails whenever required.
Set Business Hours: Route phone conversations to the appropriate teams based on work schedules. Include break timings to get a clearer picture of phone operations. Alter call routings based on call volumes. Use automatic call routing to manage calls globally.
Multiple-Level IVR System: Segment incoming calls and resolve caller queries by routing calls to the appropriate team using IVR. Collect feedback quickly via IVR surveys. Get valuable input from callers and improve customer satisfaction.
Shared Call Appearance: Assign one number to various devices. Allow users to contact one central number to resolve issues. Don’t get tied to one location. Simplify call handling and allow any agent to take incoming calls. Increase call visibility and enhance team collaboration by providing one number to the entire team.
Power Dialer: Reduce manual effort and improve efficiency. Allow sales representatives to connect rates without wasting time in copy-pasting numbers. Reach out quickly to the SalesForce contacts. Manage and monitor the outbound calling list.
Call Lifecycle: Capture approximately 50 events related to both outgoing and incoming calls. Get visibility into the complete life cycle of customers. Attain information about call handling time, call duration and more. Analyze the efficiency of wait queues and use the data to improve the call flows. Evaluate and keep a tab on agent performance.
Call Queue Management: Reduce the number of missed calls. Decrease the number of call abandonment cases by using the callback option. Enable equal call distribution and ensure team organization.
Automatic Call Distribution: Route calls to the appropriate agents instantly, resulting in fewer escalations. Focus more on attending calls and resolving customer queries rather than transferring calls.
Reporting: Allow the phone team to analyze the working and health of the call center successfully. Identify trends and employ measures to improve customer satisfaction. Obtain a thorough understanding of hold time, average talk time, number of call transfers and more. Download a detailed call summary report including all the incoming and outgoing calls and evaluate the performance of all team members.
Service Level Monitoring: Manage customer experience from anywhere. Monitor global service levels and supervise teams virtually. Identify the groups or queues that do not maintain the targets, understanding the root cause of issues within the call center.
Call Notes: Capture important information during calls. Attach call notes to call transfers and effortlessly transfer conversation contexts. Analyze calls and the quality of conversations.
Click to Call: Identify phone numbers automatically on any website. Make outbound calls quickly. Disable the click-to-call functionality on particular pages if required. Access call details in the Call Metrics tab. Avoid time wasted on dialing every phone number manually. Eliminate the possibility of dialing wrong numbers.
After Call Work: Document every customer interaction and follow up on client requirements after every call, cutting down on the need to juggle calls continuously. Monitor agent calls and provide the necessary feedback.

Product Ranking

#9

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#64

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Analyst Rating Summary

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User Sentiment Summary

90%

of users recommend this product

Twilio has a 'excellent' User Satisfaction Rating of 90% when considering 630 user reviews from 4 recognized software review sites.

80%

of users recommend this product

Freshcaller has a 'great' User Satisfaction Rating of 80% when considering 159 user reviews from 3 recognized software review sites.

4.2 (15)

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4.5 (333)

4.1 (117)

4.6 (241)

3.8 (27)

4.3 (41)

3.4 (15)

Awards

Synopsis of User Ratings and Reviews

Easy Setup: Twilio's user-friendly interface and comprehensive documentation make it easy for users to set up and configure their phone systems without requiring extensive technical expertise.

Scalability: Twilio's cloud-based platform allows businesses to easily scale their phone systems up or down as needed, accommodating growth and changing communication requirements.

Global Reach: With its extensive global infrastructure, Twilio enables businesses to establish a local presence in various countries and regions, facilitating international communication and expansion.

Integrations: Twilio integrates seamlessly with numerous business applications and CRM systems, streamlining workflows and enhancing productivity.

Customization: Twilio provides a wide range of APIs and tools that allow businesses to customize their phone systems to meet their specific needs and preferences.

Solid Call Quality: Users consistently praise Freshcaller for its reliable call quality, noting clear audio and minimal dropped calls, which are essential for professional communication.

Easy to Use Interface: Many users find Freshcaller's interface intuitive and easy to navigate, making it simple to manage calls, set up call flows, and access features without extensive training or technical expertise.

Useful Collaboration Features: Freshcaller offers features like call transfer, call conferencing, and shared call notes, which can enhance team collaboration and streamline communication within a business.

Pricing Structure: Twilio's pay-as-you-go pricing can lead to unpredictable costs, especially for businesses with fluctuating call volumes or those that use premium features like call recording or transcription. The lack of bundled plans may also make it difficult to budget for communication expenses effectively.

Customer Support: Obtaining timely and effective support can be challenging, particularly for users on the free tier or those with less complex issues. The support structure often relies on community forums and documentation, which may not provide immediate solutions for urgent problems.

Learning Curve: Integrating Twilio's APIs and configuring its services can require a significant investment of time and technical expertise. This can be a barrier for businesses without dedicated development resources or those seeking a more out-of-the-box solution.

Reliability Issues: Users have reported frequent call drops and connectivity problems, leading to frustration and disruption of business operations.

Limited Features: Some users find Freshcaller lacking advanced features commonly found in other business phone systems, such as detailed call analytics or integrations with specific CRM software.

Customer Support Concerns: There have been complaints about the responsiveness and effectiveness of Freshcaller's customer support, leaving users feeling unsupported when encountering technical difficulties.

Twilio has earned a reputation as a leading cloud communications platform, empowering businesses to build, scale, and operate customized communication solutions. Its flexible platform, powerful tools, and global infrastructure make it easy for businesses to create solutions that meet their unique needs and help them connect with customers in a meaningful way. Users appreciate Twilio's ease of use, scalability, and flexibility, making it a solid choice for businesses of all sizes that need a cloud-based communications platform. It offers a variety of features that can help businesses improve their communication with customers, such as call routing, voicemail, and analytics. The platform's ability to integrate with various channels like WhatsApp, Facebook Messenger, and Webchat ensures sustained engagement through features like click-to-dial, automated text notifications, intelligent routing, and callback service during peak hours. However, some users have expressed concerns about Twilio's customer support and its complex pricing structure. The pay-as-you-go fees can be more expensive compared to other CPaaS platforms, especially for businesses with high-volume communication needs. Despite these drawbacks, Twilio remains a popular choice due to its comprehensive features and ability to adapt to evolving business requirements. Its low-code builder, Studio, allows developers to design efficient self-service call flows and trigger custom business processes, while its Voice API enhances audio conferencing infrastructure. Twilio is particularly well-suited for businesses seeking a customizable and scalable communication solution that can integrate with existing applications and workflows. Its ability to handle various communication channels and provide detailed analytics makes it a valuable tool for businesses looking to enhance customer engagement and streamline communication processes.

Is Freshcaller a breath of fresh air in the world of business phone systems? User reviews from the past year suggest that it might be, but it's not without its quirks. Many users praise Freshcaller for its user-friendly interface, finding it a breeze to set up and navigate compared to more complex systems like RingCentral or Dialpad. This ease of use is particularly valuable for smaller teams or businesses new to VoIP, as it allows them to hit the ground running without a steep learning curve. However, some users find Freshcaller's feature set to be somewhat limited, especially when compared to industry heavyweights. For instance, while it offers basic call center features like call queues and IVR, it lacks more advanced functionalities such as comprehensive analytics and integrations with popular CRM platforms. This makes Freshcaller a good fit for businesses with straightforward phone needs, but perhaps not ideal for those requiring a more robust, feature-rich solution. Ultimately, Freshcaller seems best suited for small to medium-sized businesses that prioritize simplicity and ease of use over a vast array of advanced features. It's a solid, no-frills option for those who just need a reliable and user-friendly business phone system without the bells and whistles.

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FAQ

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