GoTo Contact Center vs Twilio Flex
GoTo Contact Center
goto.com
Twilio Flex
twilio.comSide by side
| Figure | GoTo Contact Center | Twilio Flex |
|---|---|---|
| Price from | $29.95/mo | $1/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 2 | 4 |
| Spec score · Call Center Software | 8.9 (#8) | 8.8 (#13) |
| Spec score · Omnichannel Contact Center Software | 8.7 (#6) | 8.2 (#14) |
| Spec score · Call Center CRM Software | 8.6 (#6) | 8.1 (#12) |
| Spec score · Contact Center as a Service - Enterprise Software | 8.6 (#8) | 8.2 (#10) |
| Spec score · Contact Center as a Service - Midmarket Software | 8.6 (#10) | 8.2 (#13) |
| Analytics | Reporting includes real-time and historical metrics, queue times, agent availability, call outcomes and export to CSV, PDF or PNG. | Flex Insights provides dashboards and custom views for handle time, abandoned tasks, queue volumes, and wait times. |
| Channels | The broader GoTo Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat, and surveys. | Flex supports voice, SMS, chat, WhatsApp, and web chat, with agents switching between channel tasks in one dashboard. |
| Company history | Gartner lists GoTo's year founded as 2003 and its parent company as Francisco Partners. | Twilio says it was founded in 2008 to simplify global telecommunications and bring communications to the cloud. |
| Digital channel scope | omnichannel | omnichannel |
| Headquarters | Boston, Massachusetts, United States | San Francisco, CA |
| Inbound calling | Yes | Yes |
| IVR builder | Yes | Yes |
| Outbound dialer | The product includes an outbound dialer for automating sales calls. | Yes |
| Product | GoTo Contact Center is an all-in-one, AI-powered cloud contact center solution. | Twilio Flex is a flexible contact center that combines AI assistance and human agents. |
| Support | GoTo Connect plans include 24/7 customer support. | Twilio offers Professional Services to help design and deploy Flex, including guidance on plans, integrations, and optimization. |
Plans
GoTo Contact Center
- Contact CenterPriced on request
- GoTo Connect$29.95 a month
Twilio Flex
- User + usage$35 a month
- Named user pricing$150 a month
- Active user hour pricing$1 a month
- Free trialFree
In their own words
GoTo Contact Center
GoTo Contact Center is a cloud contact center for inbound and outbound calling, with omnichannel digital channels. Its Contact Center plan includes an agent dashboard, integrated softphone, AI chat analysis and supervisor reporting tools. Teams can assign skills, tag work and route calls by priority; other listed functions include call wrap-up, queue callbacks and an auto dialer. Supervisors can monitor and coach agents, and co-browsing is included. The product also offers an IVR builder, auto attendant, custom call routing, voicemail transcription and multiple business numbers. Real-time reporting and analytics help teams track performance, while intelligent routing and callback queues are intended to direct customers and reduce waiting. GoTo’s broader Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat and surveys. Integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. The service runs on web, Windows, macOS, Android and iOS, with desktop and mobile apps available. Contact Center has no free plan; pricing is available on request. GoTo reports 99.999% availability for the cloud service.
Twilio Flex
Twilio Flex has no write-up on Specifiction yet; its figures are above.