Compare Amazon Connect and Twilio Flex 
At a Glance
Market Segments
Mid-Market (51.9% of reviews)
Small-Business (36.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(63)4.4 out of 5
Market Segments
Mid-Market (51.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectTwilio Flex
Star Rating
(32)4.0 out of 5
Market Segments
Small-Business (36.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Twilio FlexSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Amazon Connect excels in ease of use with a score of 9.3, while Twilio Flex lags behind at 8.3. Reviewers mention that the intuitive interface of Amazon Connect significantly reduces the learning curve for new users.
- Reviewers mention that Amazon Connect's IVR feature scores a remarkable 9.2, providing a seamless experience for call routing. In contrast, Twilio Flex's IVR functionality, while decent, scores lower at 8.0, leading some users to feel it lacks the same level of sophistication.
- Users on G2 highlight Amazon Connect's superior session routing capabilities with a score of 9.1, which allows for efficient call management. Twilio Flex, with a score of 8.4, is noted for its flexibility but does not match the performance of Amazon Connect in this area.
- G2 users report that Amazon Connect's reporting and dashboards feature is highly rated at 8.9, providing comprehensive insights into call performance. In comparison, Twilio Flex's reporting capabilities, scoring 8.2, are seen as less robust, with some users wishing for more detailed analytics.
- Reviewers mention that Amazon Connect's call recording feature is rated at 9.2, making it easy for businesses to maintain compliance and quality assurance. Twilio Flex, while offering call recording, does not receive the same level of praise, with users noting it could be more user-friendly.
- Users say that Amazon Connect's persistent data feature, scoring 9.3, allows for a more personalized customer experience by retaining customer information across interactions. Twilio Flex, while capable, does not provide the same level of data continuity, leading to some user frustration.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableTwilio Flex
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Twilio Flex
No trial information availableRatings
Meets Requirements
9.2
44
8.3
24
Ease of Use
9.3
45
8.3
24
Ease of Setup
9.2
17
7.3
8
Ease of Admin
9.2
16
7.6
7
Quality of Support
9.0
35
8.3
22
Has the product been a good partner in doing business?
9.0
15
8.9
6
Product Direction (% positive)
8.2
39
7.0
23
Features by Category
Channels
9.4
16
|
Verified
Not enough data
9.0
14
Not enough data
9.4
14
|
Verified
Not enough data
Feature Not Available
Not enough data
9.1
15
Not enough data
Generative AI
Feature Not Available
Feature Not Available
Functions
9.1
33
|
Verified
8.4
15
|
Verified
9.0
33
|
Verified
8.3
16
|
Verified
8.9
29
|
Verified
8.7
13
|
Verified
8.7
15
|
Verified
Not enough data
8.9
16
Not enough data
9.3
14
Not enough data
9.4
14
|
Verified
Not enough data
9.2
15
|
Verified
Not enough data
Administrative
8.8
27
8.3
14
|
Verified
9.2
24
|
Verified
8.8
10
|
Verified
8.9
30
|
Verified
8.2
15
|
Verified
9.3
16
Not enough data
9.4
12
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Feature Not Available
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Advanced Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Amazon Connect and Twilio Flex are categorized as Contact Center
Unique Categories
Amazon Connect has no unique categories
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Twilio Flex
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
19.2%
Information Technology and Services
11.5%
Financial Services
11.5%
Insurance
9.6%
Banking
7.7%
Other
40.4%
Insurance
20.0%
Information Technology and Services
20.0%
Transportation/Trucking/Railroad
8.0%
Consumer Services
8.0%
Computer Software
8.0%
Other
36.0%
Most Helpful Reviews
Amazon Connect
Most Helpful Favorable Review
Verified User in Financial Services
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic...
Most Helpful Critical Review
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
Twilio Flex
Most Helpful Favorable Review
Verified User in Marketing and Advertising
This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams.
Most Helpful Critical Review
Verified User in Insurance
Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools.
Verified User in Financial Services
Cloud Based Contact Centers? Now, Amazon has literally thought of everything!! Take everything fantastic about Amazon technologies and offerings and put them into the contact center. This product is a game changer especially when compared to the archaeic...
Verified User in Marketing and Advertising
This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams.
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
Verified User in Insurance
Twilio Flex is not able to integrate with a lot of systems which makes the process much more manual. You cannot integrate with QA management systems that would help in making the coaching and providing feedback easier. There are also minimal reporting tools.
Alternatives
Discussions
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 comment
UT
A cloud-based contact center with low cost and scalable resources.Read more
Twilio Flex has no discussions with answers
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