AWS Connect vs. Twilio Flex 2021

AWS Connect vs. Twilio is a common comparison that people have to decide between when choosing a cloud-based contact center solution. However, both offerings have various features which make them unique. So it’s more of a question of whose features will best suit your organization’s unique demands?

Call center software is more than just a system for connecting agents with customers – it’s a system with a slew of capabilities that are built to handle every part of a contact center. So whether you take incoming, outbound, or a combination of both kinds of calls, call center software helps you optimize your customer support and give quality service.

Many contact center solutions, such as AWS Connect and Twilio, offer omnichannel support. Omnichannel means you can manage all of your communications from a single platform, giving your customers a consistent experience without the need to re-explain themselves every time they connect with a new agent.

At one point in time, only larger organizations had the capacity and room to set up physical infrastructure to build a call center. Now, smaller businesses and those without designated locations can host virtual call centers using software-based solutions, lowering the upfront cost of on-site call centers. In addition, computer telephony integrations will be included in the best call center software, allowing it to work with existing phone systems, implying that you won’t have to upgrade everything to get the benefits.

What is Amazon Connect?

Amazon Connect is a simple-to-use omnichannel cloud contact center that enables you to provide better customer service at a cheaper cost. AWS Connect’s features include a single set of tools for skills-based routing, task management, powerful real-time and historical analytics, and intuitive management tools. In addition, developers can use Connect with pay-as-you-go pricing, implying that Amazon Connect streamlines contact center operations, increases agent efficiency, and reduces costs.

From the office or as a virtual contact center, you can set up a contact center in minutes that can scale to accommodate millions of consumers. Moreover, AWS Connect has powerful API capabilities that enable you to plug-n-play, adding to the ease of use.

Amazon Connect features

AWS Connect has various features designed to help you get the most out of your contact center solution. Here are a few key features of Amazon Connect:

Omnichannel routing

For contact routing, scheduling, monitoring, and administration, Amazon Connect features a unified UI that spans voice, chat, and tasks. This omnichannel experience eliminates the need for call center agents to learn and work with numerous tools.

Users may also use the same automated dialogues and chatbots across both channels with Amazon Connect, reducing operational costs and enhancing efficiency and productivity. For your end-users, this means they can communicate with your agents via voice or chat, depending on their preferences and wait times. Your customer can continue to work with the same operator across channels, but if they switch agents, their previous interactions are saved, so they don’t have to reintroduce themselves.

The omnichannel contact center from Amazon Connect increases customer experience while cutting resolution time. You can create call flows, rules, and analytics once and use them across all channels with Amazon Connect.

Task Management

Maintaining a high level of customer satisfaction necessitates follow-up items to resolve client complaints and requests. Amazon Connect Tasks makes it simple to organize, allocate, and track agent tasks, including activities in external apps, so that client issues are answered fast.

Today, most agents maintain track of jobs and follow-up items for clients manually, which is time-consuming and mistake-prone, particularly when a task spans many systems. Instead, your agents can use Amazon Connect Tasks to create and execute assignments in the same way they call or chat.

You can also use workflows to automate processes that do not require the interaction of an agent. As a result, agent productivity improves, and customer happiness rises.

What is Twilio?

Twilio Flex is a customizable cloud contact center platform that allows you to choose how, when, and what you deploy. Twilio’s customer interaction platform currently supports over 500,000 agents and assists enterprises in deploying personalized cloud contact centers while removing the restrictions of SaaS apps.

Twilio also enables developers to make API requests to deploy contact center solutions quickly. Flex is made up of a set of backend services hosted on Twilio’s cloud, as well as a React frontend that can be deployed on your architecture or coupled with your apps.

Twilio features

Twilio has abundant robust contact center features built to help devs get up and running as quickly as possible. In this section, discover a few of the more enticing Twilio Flex components.

Queued Callback and Voicemail

Instead of making clients wait longer in a line, the Queued Callback and Voicemail for Flex solution allows Flex administrators to automate the execution of agent callback customer requests. The customer hears the callback menu selections as soon as they reach the number provided in your Flex application with this solution. The specifics, including the desired callback number and a local window for the customer’s inbound call, will be sent to your call center workers.

The call is placed on wait for the amount of time you specify in queue-menu.protected.js. After, it will continue and route according to the process set up after the period has expired.

Chat and SMS Transfers

Administrative contact center managers can use the Chat and SMS Transfer solution to configure Chat and SMS transfers among agents. For example, customers can be redirected to other operators or a queue of agents when communicating with an Agent via Chat or SMS. In addition, cold or “not-user-controlled” messaging transfers are supported by this solution.


Twilio Flex and Amazon Connect are both created to be as adaptable and friendly as possible, with built-in APIs helping you develop and deploy contact centers with minimal effort involved. In addition, AWS Connect and Twilio both include integration possibilities to help you improve your technology stack.

Amazon Connect, for example, provides access to several pre-built interfaces with prominent CRMs. Additionally, there is an API that you can leverage to create bespoke plugin capabilities. CRM, WFM, and WFO solutions, as well as other Amazon services, can all be used in your Amazon Connect ecosystem.

Twilio Flex also allows you to integrate whatever CRM you choose, whether it’s on-premises, custom-built, or hosted in the cloud. There’s also Salesforce integration from the get-go, as well as the possibility to create your connectors using the interactive Flex plugin architecture.


Amazon Connect and Twilio Flex take security and reliability exceptionally seriously, which gives you peace of mind for exceptional performance and compliance. Additionally, Amazon Connect is built on top of Amazon Web Services’ well-proven infrastructure. This means you’ll have access to 81 availability zones in 25 different geographic regions throughout the world. As a result, Amazon Connect is exceedingly fault-tolerant and reliable.

Amazon Connect also adheres to the most up-to-date security requirements and standards, such as PCI DSS. This focus on security means that you can be confident that you’re getting a high-quality service when it comes to data protection and privacy.

Twilio Flex has a 99.999 percent API rate of success, which gives you a good indication of the kind of service you can expect from the company. Twilio also places a high priority on keeping security and privacy at the forefront of its operations, with GDPR and privacy shield compliance, as well as ISO 27001 standards in place.


Both Amazon Connect and Twilio Flex are two exceptional contact center platforms that allow you to build a custom center tailored to your business needs. The combination of Amazon Connect and Twilio provides exceptional flexibility for API development. We suggest doing some additional research into the specifics of each service to pinpoint the solution that will meet your unique demands.

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