Home > Business Phone Systems > Twilio > Twilio vs Nextiva

Twilio vs Nextiva

Last Updated: November 25th, 2024

Our analysts compared Twilio vs Nextiva 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.

Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.

Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.

$150/User, Monthly, Usage-Based

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$20/User, Monthly

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Documentation

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Live Online

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24/7 Live Support

Phone

Chat

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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.

Organized Messages And Calls: Review conversations between clients and agents. Automatically sort all the discussions and store them. Use voicemail transcriptions to label customer feedback appropriately.
Enhanced Customer Support: Access 24/7 chat, email and phone support. Make use of prompt assistance and receive real-time status alerts.
Better Collaboration: Share the screen with more than 250 participants simultaneously. Use secure video conferencing and chat tools, making it easier for remote workers.
Improved Training: Opt for on-premise or one-to-one training options to better the experience. Make use of webinars and detailed guidance from any location.

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.

Mobile App: Connect with customers on the go. Stay in touch with customers, partners, employees and others, regardless of geographical locations.
Web Conferencing: Enhance meetings by using unique and advanced tools. Access unlimited web conferencing to increase productivity and give prompt answers to customers.
Team Chat: Send secure messages over a shared platform. Enable instant messaging, screen sharing, message history, video calls and more. Access it via iOS, Windows, macOS and Android platforms and allow up to 30 participants.
Number Porting: Take your existing phone number and transfer it from the current carrier. Keep the existing number to ensure customers can connect without any hassle.
Extension Dialing Number Change: Control and customize the extension numbering scheme for each location. Enable extensions from two to five digits. Decrease hold time for customers by allowing them to contact employees directly.
Auto Attendant: Ensure customers don’t waste time. Play an instant automated greeting for customers to choose and connect with the correct department or individual.
Advanced Call Routing: Determine the number of calls handled. Use a welcome message that lists extensions to ensure they speak with the appropriate individual.
Call Analytics: Analyze historical data, ensuring informed and objective business decisions. Make predictions regarding future business opportunities and genuine connections with customers.
Call Screening: Quickly identify spam and don’t waste time answering unwanted calls. Filter incoming calls by matching them to predetermined criteria. Use anonymous call rejection, private call rejection or number blocking to avoid spam callers.
Call Recording and Rating: Access recordings directly from the reports. Listen, rate and share call recordings with team members. Create reports that organize and analyze company calls.
Call Park: Place the call on hold or park it to continue conversing with a customer on a different telephone rather than disconnecting the call.
Conference Bridge: Add a group of people to add to the phone call to facilitate collaboration. Listen to instructions and express options.
Three-Way Calling: Increase productivity by taking two separate calls and turning them into one. Increase collaboration and efficiency, resulting in faster customer service.
Conversational AI: Allow callers to describe the reason for calling in a preferred language rather than listening to a menu.
SIP Trunking: Establish, modify and terminate multimedia sessions. Control voice, video and messaging applications required to converse with customers.
Priority Alert: Make the phone ring differently based on particular contact and call information. Enable each priority alert to have a list of up to 12 numbers, a specific schedule and a holiday.
Enhanced Voicemail Options: Add a personal touch to the customer service experience with a voicemail greeting. Send voicemails to another extension’s mailbox, enabling easy sharing of the voicemail with team members. Receive voicemail directly through email and access them whenever required. Read them in a text format instead of listening to the audio repeatedly by receiving it directly on the mobile phone.
Live Chat: Offer customers the live chat option to connect with real human beings instead of bots. Enable instant responses to customer queries, reducing the time spent waiting endlessly for appropriate answers during chats.
Unlimited Chat History: View customer conversations starting from their onboarding date. Ensure customers do not waste time by repeating information and become a part of their support team.
Internal Chat: Allow employees to chat with one another using the same internal messaging tool. Communicate and collaborate with multiple team members without any hassle.
Internal Wiki: Use help desk software to provide employees with the required information to respond promptly to customer queries. Enable employees to assist an increased number of customers while saving time and maintaining consistency.
Faster Customer Assistance: Convert the chat into a case for a more extensive conversation. Activate chat/voice/email options in one place, allowing for better customer assistance.

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#15

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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.

89%

of users recommend this product

Nextiva has a 'great' User Satisfaction Rating of 89% when considering 794 user reviews from 4 recognized software review sites.

4.2 (15)

4.9 (17)

4.5 (333)

4.4 (275)

4.6 (241)

4.2 (174)

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4.6 (328)

4.3 (41)

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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.

Customer Support: Extremely helpful, friendly and knowledgeable customer representatives, according to 91% of users.

Cost: According to 90% of users who reviewed this pro, the software is affordable considering the services it offers.

Usability: 100% of users who mentioned the functionality said it’s easy to use.

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.

Mobile App: Encounters technical glitches, according to 100% of users who reviewed the mobile app in particular.

Wait Times: According to 67% of users who reviewed this aspect, hold times are longer than usual.

Internet Dependability: 100% of users who mentioned this said the software heavily relies on high-speed internet connection.

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.

Nextiva is a cloud-based platform that helps businesses communicate better with their clients. It offers SMS, chat, voice, video and surveys. The platform allows companies to provide improved customer service experiences. Users unanimously appreciate its usability. The customer support team is forthcoming and helpful according to most. Internet dependability is a major drawback witnessed by users. A huge chunk of users also complain about wait times. In short, organizations of any size looking for software that provides excellent phone services and affordable prices can give this a try.

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