When customers have to decide between two companies, they usually go for the one with better customer service. This means companies that support their favorite communication channel, have a fast response time, and provide everything else that ensures an enjoyable customer journey. For your business to achieve this, you’ll need reliable contact center software. JustCall and Twilio Flex are two great options, but they couldn’t be more different. While one offers an easy-to-set-up call center with limited tools, the other allows you to create anything you want, but it’s harder to configure. So, which one meets your needs the best?
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|Cost Additional Lines||$6/mo|
JustCall is a comprehensive call center platform that delivers every call handling feature you could ask for. From call routing to various forwarding options and internal communication tools, everything is provided for a seamless customer support experience. On top of that, JustCall includes features designed to take your texting strategy to the next level, allowing you to send bulk text messages, design SMS workflows, and create auto-responses through bots.
The software goes beyond handling inbound requests, though. By providing a predictive smart dialer that automatically dials numbers and skips unanswered calls, JustCall increases sales agents’ productivity tremendously. Better yet, each feature gets a dedicated analytics dashboard where you can track metrics for SMS, outbound calls, and inbound request handling separately. Unfortunately, JustCall doesn’t come with built-in omnichannel capabilities, but it makes up for that by supporting over 400 integrations through Zapier.
Prices start at $20 per month per user, and you can use JustCall at its full potential for as low as $40 per month per user. In other words, it’s one of the most affordable call center solutions in the industry. But there’s a catch. Unlike its competitors, JustCall doesn’t provide unlimited calls within the U.S., meaning that you’ll be charged for every minute spent on the phone. The company doesn’t offer a way to test the software for free either, but you can get your first month for a discounted price of $7.50.
Twilio Flex is one of the most versatile call center platforms on the market. Its goal is to be a blank canvas where you can create anything you want. This is a double-edged sword, though. While it provides all the features you can imagine, Twilio Flex is one of the most difficult call centers to set up. In short, it’s not for contact center beginners or people who don’t know how to code. Even so, Twilio Flex is easier to configure than hard coding a call center from scratch, as various tools can be set up through user-friendly visual builders. A good example of that is the communication flow management that allows you to easily route customers reaching out via phone, message, web chat, and more. To make things more straightforward, Twilio Flex enables you to utilize over 500 integrations via Zapier.
Twilio Flex’s pricing structure is a bit challenging to understand. You can either pay for each hour used or choose a monthly subscription. Since the latter costs $150 per month per user, paying $1 per hour of use is going to be more worthwhile for most SMEs. You can test everything out through the Twilio Flex trial, which offers you the first 5,000 hours for free. This is enough time for you to set up everything and test your new call center.
JustCall and Twilio Flex are very different, which makes it simple to decide which one works best for you. While Twilio Flex delivers more flexibility and features, JustCall is cheaper and far easier to set up. For example, if you go for the most expensive plan that costs $40 per month per user, this only translates into 40 monthly hours of usage with Twilio Flex. Since both providers charge call and texting rates, Twilio Flex is only worth your hard-earned money if you need a customizable solution. On the flip side, Twilio Flex allows you to test everything out by yourself through its free trial. The company even goes the extra mile by offering $14.50 call credit. Meanwhile, JustCall only lets you get the first month for a discounted price of $7.50.
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