Home > Call Center Software > Plivo > Plivo vs AVOXI

Plivo vs AVOXI

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Our analysts compared Plivo vs AVOXI based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
Plivo Software Tool
SelectHub Award Winner
AVOXI Software Tool
SelectHub Award Winner
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Product Basics

Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.
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Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.
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$99 Monthly
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Chromebook
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Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily) 
  • Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call. 
  • Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information. 
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  • Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
  • Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
  • Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
  • Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
  • Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
  • Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
  • Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
  • Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
  • Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
  • Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
  • Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
  • 24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.
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  • SMS API 
    • Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support. 
    • Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks. 
    • Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts. 
    • Messaging Queuing: Send multiple messages in a single API request. 
    • MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number. 
    • Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days. 
    • Data Protection: Get access to disable mask phone numbers and logging to protect personal information. 
    • Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries. 
    • Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically. 
    • Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters. 
    • Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time. 
    • Conversion API: Ensure the best delivery with real-time feedback from the application. 
    • Local Match: Access a local number to send messages to users from different regions to improve read rates. 
  • Voice API 
    • Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold. 
    • Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly. 
    • Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default. 
    • Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones. 
    • Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input. 
    • Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality. 
    • IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR). 
    • Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences. 
    • Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls. 
    • Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent. 
    • Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly. 
    • Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions. 
    • Platform Queuing: Make several inbound calls with a single API request. 
    • Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API. 
    • Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes. 
    • Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang 
    • Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates. 
  • Zentrunk 
    • IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security. 
    • Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS). 
    • Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account. 
    • Self-Service: Easily manage and access account analytics, SIP trunks and logs. 
    • Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain. 
  • Phone Numbers 
    • Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types. 
    • Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels. 
  • Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request. 
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  • Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface. 
  • Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics. 
  • Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates. 
  • IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates. 
  • Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs. 
  • Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding. 
  • SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide. 
  • WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration. 
  • Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback. 
  • Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes. 
  • Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot. 
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Product Ranking

#31

among all
Call Center Software

#67

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Call Center Software

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User Sentiment Summary

Excellent User Sentiment 578 reviews
Excellent User Sentiment 87 reviews
90%
of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 recognized software review sites.

95%
of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

4.5 (419)
4.6 (4)
4.46 (78)
4.76 (50)
4.5 (76)
4.7 (33)
3.7 (3)
n/a
4.0 (2)
n/a

Awards

Plivo stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

AVOXI stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

Synopsis of User Ratings and Reviews

Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.
Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.
Customization: The product offers rich customization capabilities according to 100% of users.
Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.
User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.
API: The product offers an easy and well-documented API according to 100% of users.
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Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.
Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.
Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.
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Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.
Documentation: More than 80% of users said that documentation is very detailed and tedious.
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Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.
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Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

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Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

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Screenshots

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