A quality voice API enables you to easily build and integrate customer engagement flows without dealing with the complexity of telecommunications. But if your current API provider doesn’t offer the quality, ease of use, customer service, pricing, or features you require, you won’t have the service reliability you need to reach your customers.
Maybe you used an API provider like Twilio to help you get started, but now you realize your needs have changed. You still expect best-in-class call quality, but you want better customer service, more global coverage, or a lower total cost of ownership (TCO).
If this sounds familiar, you have two options:
- Add a Twilio alternative as a failover strategy to bolster your voice communication integration.
- Replace Twilio with a new voice API service provider that offers full-feature parity.
Whatever your plan is, you need to know what to look for–and when. Here’s a list of five elements you’ll want to assess when deciding if/when it’s time to add or switch providers.
1. Call Quality
Twilio’s infrastructure is reliable, but it’s not perfect. If your customer base is global, you can’t risk spotty coverage in any region where you do business.
The ideal Twilio alternative will have fostered direct relationships with Tier-1 carriers around the world and will have invested in their network infrastructure to offer you high-quality voice calls that don’t drop audio or have annoying lags and delays.
If you’ve noticed poor call quality with your existing voice service or have been inconvenienced by outages in certain regions, consider switching voice API providers or adding a second company as a failover option.
By using Plivo as a redundant API provider, you get access to their premium global carrier network as well as six regional points of presence (PoPs). This enables you to compare your call quality in real time while mitigating the risk of a Twilio service failure.
You may even find Plivo offers better voice quality than Twilio in certain geographies.
2. Ease Of Use
Twilio may have been the first to market with a developer-friendly voice API platform, but they’re not the only competitive option around. Other providers offer significantly better service and easier to use platforms.
Twilio customers report that the company’s API can be complex to navigate and hard to learn alongside all the training required, while Plivo customers laud their extensive API documentation and simple user interface. Or, as one customer put it, “API documentation and ease of use have been my strongest ‘likes’ of Plivo.”
If you’re thinking of switching to a new primary provider or adding on a failover solution, Plivo’s Voice API offerings come with guaranteed ease of use so you spend less time coding and more time delivering on customers’ needs.
3. Feature Parity
Twilio offers a robust set of features, and you shouldn’t have to sacrifice the capabilities you need to get better coverage or a better price point. Luckly, you don’t have to, as long as you choose a quality Twilio alternative.
If you’re considering switching your primary voice API provider, or adding a new company as a backup, your improved call quality and TCO should come with full feature parity.
Customers who add redundancy or completely migrate to Plivo can use all features they’re accustomed to getting from Twilio, such as voice transcription, call transfer, call queuing, call whisper, and call hunting and documentation to support a variety of use cases, including:
- Two Factor Auth
- Voice notification
- Phone Verification
- Phone System IVRs
- Voice surveys
- Click to call
- Call forwarding
- Call tracking
- Number masking
Plivo’s best-in-class feature set ensures that you don’t have to compromise on functionality. Instead, you can enjoy the same capabilities at a better price with more reliability.
4. Better Pricing
If you’ve scaled your voice service and found that subtle differences in voice rates have started to add up, it might be time to switch.
But before you commit to migration, don’t look at just the price. A good Twilio alternative will balance per-minute and per-number rates with quality-based routing alongside high voice call quality using direct relationships with voice carriers in each geographic area. Evaluate each provider’s available volume discounts to see which offers the best savings for your business, too.
For instance, you can see in the price breakdown below that Plivo offers consistently lower price points than Twilio
Plivo customers can save as much as 50% on the cost of similar programs relative to Twilio. That’s because Plivo’s low acquisition costs and direct relationship with underlying carriers let them pass on savings to their customers.
5. World Class Customer Support
If you’re frustrated with Twilio’s customer service wait times, you’re not alone.
Find a voice service provider who offers at least 24/5 customer support with a fast turnaround so you’re not waiting hours—or days—to get answers. Also, find out if the API provider you are considering as a Twilio alternative has experience helping companies implement the use cases you need most. That way, they’ll be able to smoothly guide your migration and implementation, but also quickly troubleshoot any issues that arise.
Plivo customers often report that the company’s support team isn’t just quick to respond, but also friendly and dedicated to finding collaborative solutions for each of their client’s use cases.
Want better voice quality? Plivo can deliver.
Every month, Plivo handles more than 1 billion API requests on our premium carrier network. We promise high-quality service and low-latency voice calls across more than 190 countries.
Plivo has helped thousands of innovative companies worldwide create cutting-edge customer experiences and streamline their operations with voice services. Leveraging our Voice API platform, you can easily make calls to all regions and buy virtual phone numbers in 65 of them.
And the strengths of Plivo voice service extend beyond our best-in-class coverage. Companies like IBM, Intel, and PagerDuty turn to us because our simple API allows their developers to work smarter and faster.
With our voice API, you can quickly reduce response times to customer inquiries, make your team more productive by reducing call center volumes, and easily manage voice notifications, appointment reminders, and service updates.