Twilio VS Five9: Which VoIP Software Is Better For You?

Searching for a VoIP solution for your business? In this Twilio vs Five9 debate, we break them down for you to help you choose the best software.
Saqlain Mushtaq
Saqlain Mushtaq

Content Writer

Reading time: 7 minutes

VoIP is changing the way businesses communicate. The success of your business may very well depend on whether you’re able to provide resolutions effectively and efficiently — and VoIP software can certainly help with that.

That said, in your search for a VoIP software provider, you would have come across Five9 and Twilio

However, even though they’re widely used by many, each platform has its own strengths and weaknesses that may (or may not) be suitable for you. 

So, to help you determine which software provides the best VoIP solution for your company, we analyzed each product in-depth. Let’s dive right in!


What is Twilio?

Twilio is a cloud-based customer engagement platform
Twilio is a cloud-based customer engagement platform.

Twilio is a cloud-based customer engagement platform that lets organizations engage with their consumers through text messaging, voice/video calls, and email. 

The software typically leverages the Internet of Things (IoT), Session Initiation Protocol (SIP) Trunking, and phone numbers to set up a communication network. The platform provides a cloud contact center, allowing businesses to adapt, inspect, and alter any aspect of the contact center.

What is Five9?

Five9 is a cloud-based call software for inbound, outbound, and omnichannel contact centers

Five9 is a contact center management software that allows users to manage inbound, outbound, omnichannel, and multi-channel contact centers.

The software provides a suite of features to offer exceptional customer experiences across multiple channels such as phone, email, chat, and more.

Five9 delivers integrated call recording, agent scripting, and effectiveness tracking as part of its workforce efficiency capabilities. It can also be easily customized to meet the demands of a certain call center.

💡 P.S: We’ve done an in-depth analysis of Five9’s pricing, check it out to see their features and plans!

Twilio vs Five9

Although Twilio and Five9 appear to be very identical on the surface, they have a lot of distinctions. When comparing the two, we took the following criteria into account:

  • Ease of use: If it is easy to use and doesn’t take a long time to set up
  • Range of features: The number of features it provides for a better call experience
  • Billing options: If it provides flexible pricing strategies
  • Integration options: If it provides integration with other software
    Customer support: If it provides efficient customer support, support channels, help documents, and knowledge centers

Ease of use

Ease of use is a critical factor to consider when comparing software, and this is especially true for a phone system, which should be simple to set up and afterward easy to use.

No one likes to deal with the hassle of installing software that, even with the assistance of pros, takes a whole day. Furthermore, it is considerably better for any company to select call software that is straightforward and provides value to its personnel.

So which one is more manageable and straightforward among Twilio and Five9?

Although both are not really complex, Twilio is relatively easier and more beginner-friendly. Twilio is an easily programmable, completely customizable contact center platform. Its adaptable and innovative solutions allow organizations to create their own templates and workplace environment with ready-to-use blocks.

✏️ Which is better: Twilio

Range of features

A business phone system should come with a long list of capabilities that help you streamline your communications and expand your business. 

Although Twilio and Five9 both have a number of useful VoIP tools, Five9 has a greater scope to accommodate larger teams and enterprises by including features like an autodialer, call monitoring analytics, lead distribution, and other functions.

All-in-all Twilio offers a total of 78 unique features but Five9 reigns supreme with 124 features in total.

✏️Which is better: Five9

Billing options

As many organizations vary in size, nature, and demands, distinct company needs necessitate unique solutions.

There is no all-encompassing solution, but there is a need for flexible payment options to justify your corporate communication demands.

In comparison to Five9, Twilio is cheaper and offers more flexible pricing options. Five9 does not provide a free trial, but their pricing starts at $149 per user per month. Twilio, on the other hand, provides 5k free active user hours before charging $1 per active user hour. 

✏️ Which is better: Twilio

Integration options

Choosing software that can integrate with a variety of different apps and services, such as CRM software and SMS marketing software, helps to automate sales processes and reduce the workload of your reps, which in turn shortens the sales cycle.

Twilio has 421 application integrations and open APIs, while Five9 only offers 52. Zapier, HubSpot, WhatsApp, WordPress, and Google forms are among the third-party integrations Twilio supports that Five9 does not.

✏️ Which is better: Twilio

Customer support

Technical problems can be inconvenient, but they’re even worse if you can’t get help to fix them promptly. And that’s where excellent customer service comes in handy.

While both Twilio and Five9 have reasonable online help tools, their approaches to dealing with problems differ.

Five9 leaves Twilio behind in its customer support. It offers 24/7 contact with its specialists by phone and email. Users can create, update, view, and manage their cases online using Five9’s Support Portal. Furthermore, the Five9 System Status (recently updated with automatic event posting and user experience upgrades) makes it easier to access information faster.

✏️ Which is better: Five9

So, Twilio is in first place with a score of 3, while Five9 is in second place with a score of 2. That’s a close call, but before we reach a conclusion, let’s have a look at another option for a company phone system.

What is Novocall?

Novocall is a business phone system that comes with features like click-to-call, an outbound dialer, and call tracking to support call-driven lead generation efforts.
Novocall is a business phone system that comes with features like click-to-call, an outbound dialer, and call tracking to support call-driven lead generation efforts.

Novocall is a business phone system that turns website visitors into high-converting calls with its click-to-call widget to streamline your customer experience and lead generation efforts. 

Let’s take a look at some reasons why Novocall is a viable option:

Suite of call management features

Novocall’s suite of call management features can boost your business performance and results. It is ideal for you if you rely on phone calls for your business operations.

With Novocall, you can enjoy an entire stack of call management features like inbound and outbound call automation, lead routing, call tracking, call forwarding, and more.

Novocall’s click-to-call widget can be embedded onto your site to collect contact information from inbound leads who use it to schedule calls with you.
Novocall’s click-to-call widget can be embedded onto your site to collect contact information from inbound leads who use it to schedule calls with you.

Inbound call automation through a click-to-call widget embedded onto your site allows your website visitors to schedule callbacks with you. From the widget, the lead information is captured and automatically logged into your CRM, where you can access them instantly. 

Novocall’s auto dialer allows your sales reps to upload long lists of contacts and create automated cold calling campaigns.
Novocall’s auto dialer allows your sales reps to upload long lists of contacts and create automated cold calling campaigns.

Novocall also has capabilities for automated outbound calls to save you time dialing numbers for your cold calling campaigns. All you have to do is upload a list of your contacts, and the dialer will handle the rest.



Novocall’s call tracking feature uses DNI to trace calls back to its marketing source.
Novocall’s call tracking feature uses DNI to trace calls back to its marketing source.

Its call tracking feature allows you to trace calls back to its marketing source using Dynamic number insertion (DNI). It will automatically assign a unique phone number to each campaign so you can track multiple calls leading to the same campaign. 

This provides you with deep insights into which campaign drove the most calls to your business and allows you to optimize top-performing campaigns.

Full-fledged features at a low cost

Novocall’s pricing plans.
Novocall’s pricing plans.

Compared to Five9, Novocall’s pricing plans are much more affordable, starting at just $19 per user per month. 

Even at Novocall’s most basic tier, you get most of the advanced features such as call forwarding, website widgets, and integration options with apps such as Google Analytics and Facebook.

However, as you scale higher and your business calling needs to escalate, you may upgrade to a better plan with more additional features for $39 or a customizable plan.

Several integration options

Novocall has a wide range of integration options, like Salesforce, HubSpot, and Google Analytics. Novocall also integrates with Facebook Lead Ads so you can capture more leads easily on Facebook. 

Not to forget, Novocall’s integration with Zapier lets you connect with thousands of other apps. This integration gives you more freedom and widens the functionality of Novocall.

All these integrations options allow you to automate your processes and make more effective sales calls

Ease of use

Novocall’s intuitive interface and easy deployment options can save you hours and costs of setup and maintenance that are synonymous with many VoIP providers. 

It is no wonder that many of Novocall’s customers reported the setup took less than 5 minutes to get the software running.

You can easily install Novocall’s click-to-call widget.
Easily install Novocall’s click-to-call widget.

For example, Novocall’s click-to-call widget can be set up by simply copying and pasting a generated code onto your website. This guarantees that even the most non-technical users with no prior coding experience can easily use the software to integrate it into their system.

So which is better?

So, in this Twilio vs Five9 debate, which software emerges the winner?

Despite the fact that both programs are among the best in the market, their costs and feature sets may not be right for you. It all comes down to what your company requires and how these programs might help you meet those goals.

Five9 is a suitable option if you’re a large corporation that can afford to pay extra for more comprehensive capabilities. They contain robust features that can keep up with a fast-paced company’s demands. Twilio, on the other hand, is unquestionably a viable option. It’s a terrific way to communicate with your customers because of its advanced calling options.

Novocall, on the other hand, is ideal for small to medium-sized businesses that conduct call-focused sales operations. Its call control features help your phone systems run better at a lower cost. 

To explore what Novocall can do for your business, sign up with us today!

Saqlain Mushtaq
Saqlain Mushtaq

Saqlain is a content writer at Novocall.

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