Compare Twilio Flex and VICIdial 
- Users report that VICIdial excels in its Concurrent Calling feature, scoring 9.1, which allows agents to handle multiple calls efficiently, while Twilio Flex scores 8.7 in this area, indicating a slight disadvantage in managing high call volumes.
- Reviewers mention that VICIdial's Auto Dialer feature is highly effective, achieving a score of 9.1, which enhances productivity by automating outbound calls. In contrast, Twilio Flex does not have a comparable feature that stands out, which may limit its efficiency for outbound campaigns.
- G2 users highlight that VICIdial's Session Routing feature is robust, with a score of 9.3, allowing for effective call distribution based on agent availability and skill set. Twilio Flex, with a score of 8.4, may not provide the same level of customization in routing calls.
- Users on G2 report that Twilio Flex shines in Quality of Support, scoring 8.3, which is higher than VICIdial's 7.5. This suggests that Twilio Flex may offer more responsive and helpful customer service, a critical factor for businesses needing reliable support.
- Reviewers mention that VICIdial's IVR capabilities score 8.3, providing a solid framework for automated call handling, while Twilio Flex's IVR features are less emphasized, potentially leading to a less streamlined customer experience.
- Users say that Twilio Flex offers better Ease of Use with a score of 8.3 compared to VICIdial's 8.6, indicating that while both platforms are user-friendly, Twilio Flex may have a slight edge in terms of intuitive design and user experience.
- VICIhost service
This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams.
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.
Almost everything! I've been using for more than a decade now. The best feature so far has been the ability to customize it (if you have fair knowledge of core PHP and the Asterisk ecosystem and telephony like SIP/webrtc). It has all possible methods of...
The user interface leaves a lot to be desired, it is as spartan as it gets, there's no customization, and the call in, call-out sounds can feel very outdated. VICIdial could definitely use a facelift after many years.
This is a strong out of the box offering from Twilio. That allows for admins to immediatley begin building out new communication streams.
Almost everything! I've been using for more than a decade now. The best feature so far has been the ability to customize it (if you have fair knowledge of core PHP and the Asterisk ecosystem and telephony like SIP/webrtc). It has all possible methods of...
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.
The user interface leaves a lot to be desired, it is as spartan as it gets, there's no customization, and the call in, call-out sounds can feel very outdated. VICIdial could definitely use a facelift after many years.
