How Every Platform Stacks Up for CCaaS

There are numerous nice cloud-based contact heart platforms available on the market at present — so many who it may be laborious to search out the precise one for your corporation. With all the assorted distributors, packages, options, and pricing plans on the market, discovering the precise one can really feel overwhelming. 

Maybe one of the simplest ways to select a platform is to check the choices and see which of them come out on prime. With that in thoughts, let’s have a look at the professionals and cons of Talkdesk and Five9, what options each offers, and the way they evaluate to one another.

Talkdesk vs Five9: The Execs

Each Talkdesk and Five9 are standard Contact Middle as a Service (CCaaS) platforms and for good cause. Each present a number of options designed to enhance agent productiveness and buyer satisfaction, however which one has the precise instruments in your contact heart?

Execs of Talkdesk

Talkdesk is a contact heart platform praised for its ease of use, customization, and sturdy performance. Its platform and agent desktop are very intuitive, which makes Talkdesk straightforward to be taught and permits brokers to get proper to work with none problem.

Talkdesk’s platform can also be designed for collaboration, because it options communication instruments for each buyer help and inside groups. Brokers and reps can seamlessly work collectively, seek the advice of specialists, and assist prospects as a crew with out leaving the Talkdesk platform.

Moreover, Talkdesk makes use of synthetic intelligence (AI) to empower brokers and help prospects. This consists of AI-powered self-service instruments, buyer insights, and a collection of buyer expertise (CX) functions.

Different standard Talkdesk options embrace:

• Digital engagement instruments throughout SMS, chat, electronic mail, and social messaging
• Information-driven analytics on a customizable dashboard
• 70+ pre-built integrations with apps corresponding to Salesforce, Zendesk, and Slack
• 30+ safety certifications, together with SOC 2 and three, HIPAA, and GDPR

Talkdesk has 4 subscription choices:

• CX Cloud Necessities and Digital Necessities, every of which prices $85 per consumer per 30 days
• CX Cloud Elevate, which prices $115 per consumer per 30 days
• CX Cloud Elite, which prices $145 per consumer per 30 days

Execs of Five9

Five9 is a number one cloud contact heart software program supplier that provides a complete package deal, which incorporates an built-in dialer, lead administration, and reporting instruments.

Five9 additionally has a powerful give attention to worker engagement, as its CCaaS platform consists of instruments for workflow optimization, workforce administration, and high quality administration. These instruments assist preserve brokers organized, scheduled correctly, and outfitted to offer the very best service doable.

Moreover, Five9 makes use of job automation and multi-channel orchestration to optimize and automate help. These options might help firms maximize income and enhance buyer loyalty.

Five9 helps prospects throughout channels, together with SMS, cellphone calls, messages, electronic mail, social media, and video calls.

A number of further Five9 options embrace:

• AI-powered buyer insights, agent help, and name summaries
• Contact heart supervisor instruments that assist managers monitor and help brokers
• Reporting and analytics instruments that present actionable insights in real-time
• Integrations with different buyer relationship administration (CRM) and communications platforms, together with Salesforce, Oracle, and Microsoft Dynamics 365

Five9 affords 5 totally different packages, all of that are priced per consumer:

• Digital and Core packages, which every value $175 month-to-month
• Premium at $235 a month
• Optimum at $290 per 30 days
• Final at $325 per 30 days

Talkdesk vs Five9: The Cons

Whereas Talkdesk and Five9 every have loads of advantages, they nonetheless fall brief in sure areas. Listed below are a few of the downsides of every:

Cons of Talkdesk

Customers on the lookout for a extra customizable contact heart platform may be annoyed with Talkdesk. Consumer critiques have acknowledged that sure options can’t be custom-made on the consumer finish, so customers have to contact Talkdesk to make any modifications, however help is just not at all times responsive.

Moreover, though Talkdesk affords name recordings, the audio high quality could possibly be higher. A frequent criticism is that recordings don’t stability the caller’s and agent’s voices.

Because of this for those who’re listening to a name, the quantity and audio high quality can shift dramatically every time somebody speaks, which isn’t solely annoying but additionally impacts the standard of the assessment course of.

Whereas Talkdesk’s integration library is some extent in its favor, establishing and customizing the integrations is one other story. Getting integrations to work seamlessly with current techniques is usually a complicated and time-consuming course of.

Cons of Five9

Five9 affords complete and highly effective options, however that makes for a steep studying curve. New customers usually wrestle with the complexity, so it will probably take some time to actually see advantages from the platform.

That is made much more troublesome when there are technical points, and a few customers have reported intermittent login issues the place they couldn’t log in for a time. 

For sure, being unable to entry the contact heart makes it unattainable for brokers to work, so there have been operational disruptions any time they couldn’t log in.

Moreover, some Five9 prospects have reported connectivity delays by which calls lag for a number of seconds earlier than they hook up with an agent. Not solely are these delays off-putting for purchasers however these few seconds can add up over time and find yourself costing hours of productiveness.

Nextiva vs. Talkdesk and Five9

After going by way of the professionals and cons of Talkdesk and Five9, you may be unsure. Maybe Five9 is out of your value vary, and its studying curve and technical points are placing you off. Or possibly you want extra customization than Talkdesk affords.

Fortuitously, there’s another choice: Nextiva.

Nextiva’s AI-powered contact heart platform is a versatile, scalable, enterprise-grade contact heart answer constructed for omnichannel communications.

Nextiva customers save money and time on each buyer interplay when in comparison with various platforms. In accordance with buyer critiques, Nextiva can also be rated increased general than Talkdesk and Five9.

As well as, Nextiva affords a variety of contact heart and telephony options, together with:

• Inbound and outbound omnichannel communications, together with multi-channel conversational historical past
• Native workforce optimization
• Customizable name routing and auto attendant options, together with skills-based routing
• A built-in predictive auto dialer system to optimize outbound calls
• Unified reporting and analytics to trace your APIs and key metrics throughout channels
• Digital and visible voicemail

So, why must you select Nextiva? Let’s have a look at what it brings to the desk.

Versatility

Nextiva offers extra than simply name heart software program. It offers unified communications and omnichannel contact heart capabilities, giving customers a broader vary of enterprise communication instruments.

Organizations on the lookout for an all-in-one VoIP communications answer for his or her groups and get in touch with facilities will discover all the pieces they want with Nextiva.

CX focus

Nextiva is devoted to creating an incredible CX and consumer expertise. So, not solely does Nextiva’s contact heart allow customers to offer a high quality CX, however its personal buyer help can also be superior.

Nextiva makes use of AI-driven knowledge and analytics to handle and improve the CX. It could possibly determine developments, analyze buyer sentiment, and enhance first-call decision charges, all of that are nice for companies that prioritize buyer satisfaction and engagement.

Nextiva itself additionally has a high quality CX, as Nextiva’s buyer help is very regarded. Anybody contacting Nextiva for help will shortly get firsthand expertise of how effectively their contact heart answer works.

Customizable options

A contact heart is just not a one-size-fits-all answer. Each enterprise could have totally different communication and get in touch with heart wants primarily based on its measurement, business, and extra. That’s why customizable and scalable options are so essential. 

Nextiva is thought for its scalability. Customers can add seats as wanted so their contact heart system can develop with their enterprise. 

Moreover, the Nextiva contact heart answer is very customizable, so organizations can add any apps, CRM integrations, and capabilities they want.

AI

Nextiva additionally has a number of AI-powered instruments and options to boost agent productiveness and buyer satisfaction.

These embrace buyer self-service instruments, corresponding to an AI-powered chatbot and speech-enabled IVR, and instruments to help brokers with their on a regular basis duties.

Nextiva’s AI-powered options embrace:

• Automated outbound campaigns
• Workforce optimization instruments to enhance first-contact decision and conversion charges
• Automated name transcriptions and summaries
• Dynamic scripting
• Activity automation
• Digital assistants for voice, chat, and textual content channels

Nextiva: There’s One thing for Each Enterprise

Talkdesk and Five9 are fantastic contact heart options, and every has loads of options and advantages to supply organizations. They focus on offering sturdy contact heart software program with a give attention to AI, automation, and omnichannel help and are well-regarded by their customers.

Nonetheless, Nextiva stands out with its broader give attention to wrangling a number of enterprise communication channels, optimizing CX administration, and offering versatile options that may be tailor-made to a variety of enterprise wants.

Now that you understand what Five9, Talkdesk, and Nextiva can provide a enterprise, the selection is obvious: while you want a sturdy contact heart platform, you’ll be able to’t go improper with Nextiva.