Who this comparison is for
VoiceLink highlights
- Queues/skills, callbacks, and supervisor tools out-of-the-box
- PCI-safe pause/resume, STT redaction, region pinning, legal holds
- Native Prometheus /metrics & FlowForge triggers/actions
Twilio Programmable Voice highlights
- Deep CPaaS primitives and global reach with flexible APIs
- Large ecosystem of SDKs and connectors
Capability matrix
| Capability | VoiceLink | Twilio Programmable Voice | Notes |
|---|---|---|---|
| WebRTC softphone & SIP trunks (BYO) | full (BYO Twilio/Telnyx/Plivo/Vonage) | Full | Both support WebRTC + SIP federation |
| IVR + skills routing + sticky agent | full (native) | partial (DIY via Studio/Functions) | VoiceLink ships queues/skills; Twilio via workflows |
| Callbacks (scheduled/queue) | Native | partial (DIY) | — |
| Recording controls (pause/resume PCI) | native (API + hotkey) | partial (API DIY) | VoiceLink also DTMF redaction |
| Transcription with PII redaction | full (Deepgram/AWS/GCP/Azure) | full (add-on engines) | Both support STT providers |
| Data residency & retention policies | native (per-queue/region) | partial (DIY on storage) | — |
| Event bus & webhooks (call.*) | native (FlowForge/Chronicle) | full (webhooks) | — |
| Observability (/metrics, MOS, jitter) | native (Prometheus/Grafana) | partial (CloudWatch/DIY) | VoiceLink exposes RTCP QoS & MOS primitives |
| Supervisor coach/whisper/barge | Full | partial (DIY or Flex) | — |
| Dialers (preview/power/predictive) | preview/power (Business); predictive (Enterprise) | partial (DIY or Flex) | — |
| Payments via secure IVR bridge | native (PayStream handoff) | partial (DIY PCI flow) | — |
| Agent Desk & Chronicle integration | Native | None | Velaxe stack-native |
- This snapshot focuses on contact-center telephony surfaces; Twilio Flex (CCaaS) is a separate SKU.
- Matrix tokens: full/partial/none/native/addon/self_hosted/config-dependent/value.
Total cost of ownership
VoiceLink reduces build/ops by bundling queues, compliance recording, callback logic, and metrics. Twilio excels for bespoke builds but typically requires more engineering to reach CC-grade workflows.
Assumptions
- 25 seats, mixed inbound/outbound, 150k minutes/mo
- Compliance requires redaction + region pinning
Migration plan
From Twilio Programmable Voice · Parallel trunks → IVR import → staged queue routing → policy cutover
-
1
Point a secondary SIP trunk to VoiceLink; validate codecs & QoS
-
2
Recreate Studio flows in IVR builder or FlowForge
-
3
Migrate recording storage to SecureStore; enable redaction & retention
-
4
Flip DID routing progressively; monitor MOS and abandon rates
Security
- AES-256 at rest (SecureStore), TLS 1.2+ in transit
- RBAC (agent/supervisor/admin) with audit logs
- Consent banners & pause/resume for regulated regions
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| PCI-safe pause/resume | Hotkey/API pauses recording and redacts DTMF | product_docs |
| Prometheus metrics | MOS, jitter, queue depth, ASA, AHT |
product_docs
Grafana dashboards included
|
About VoiceLink
VoiceLink is the reliable voice layer for Velaxe. Spin up a WebRTC softphone, connect SIP/PSTN trunks, configure IVR and skills routing, and record calls with PCI pause/resume and redaction. Transcribe audio with leading STT engines and surface key phrases, sentiment, and dispositions.
Agents work calls inside Agent Desk with screen-pop, notes, and wrap-up codes. Automate escalations and callbacks via FlowForge, store recordings in SecureStore with region pinning, and analyze service levels and MOS quality in InsightLake.
Built for compliance, performance, and scale—STIR/SHAKEN, consent prompts, granular retention, and Prometheus-friendly /metrics out of the box.