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When evaluating contact heart options, it’s necessary to pit the alternatives on the prime of your brief checklist towards one another.
This type of head-to-head comparability helps you higher perceive the know-how you’re about to make a major funding in. That’s why we’re evaluating Five9 and Genesys, that are two titans of the cloud-based contact heart world.
Learn on for the professionals and cons, key options, and steerage on which is finest for what you are promoting; plus, we’ll examine these two options to Nextiva.
Five9 vs. Genesys: The Professionals
Professionals of Five9
Strong suite of options
It goes with out saying that Five9 has a sturdy suite of options. Virtually each cloud contact heart resolution provides omnichannel performance to reinforce buyer satisfaction. In actual fact, differentiation in a typical checklist of options is sort of inconceivable in 2024.
Five9 options that come normal embody:
- World voice capabilities to ship buyer experiences worldwide
- Complete agent and supervisor desktops
- Engagement workflows
- CRM integrations
- Unified communications integrations
- APIs and SDKs for personalization
- Synthetic intelligence (AI) and automation instruments
- Worker engagement options
- Cloud voice
Along with its aggressive inventory checklist of options, there are three areas the place Five9 stands out.
1. Customizable KPI reporting
With over 120 customizable studies on real-time and historic information, Five9 leads the way in which within the variety of studies it provides.
For those who’re a big enterprise with tons of information, gaining access to these studies and the flexibility to make each distinctive to what you are promoting are particular advantages.
2. Conversational AI
Aragon Analysis named Five9 a pacesetter in conversational AI. Five9’s message has all the time been about bettering sensible buyer expertise via automation and AI.
By utilizing the Five9 conversational AI designer, you’ll be able to create good interactive voice response (IVR) techniques and clever digital assistants that make self-service your first port of name for all buyer interactions.
With deep integration into what you are promoting instruments and inside databases and backing from generative AI platforms, Five9 makes chatbots and key presses essential features for what you are promoting, typically decreasing the necessity for agent intervention and bettering first contact decision.
3. Verticalized outbound performance
Relatively than offering a single outbound contact heart and hoping for one of the best, Five9 has a predictive dialer, autodialer software program, and blended contact heart choices, all of that are appropriate for various markets.
Whether or not you’re inside gross sales, appointment setting, or telemarketing, Five9 focuses on bettering effectivity and lowering the associated fee per lead whereas making certain dialing compliance with the Phone Client Safety Act.
Professionals of Genesys
Strong set of options
Genesys has all of the inventory options of an omnichannel contact heart resolution too.
These embody:
- Inbound and outbound name administration
- Name routing
- Actual-time monitoring
- AI-powered capabilities comparable to an clever digital assistant and agent help
- Workflow automation
- Complete reporting and analytics
- Name heart gamification
- Workforce administration
Like Five9, Genesys has its personal eye-catching options, together with:
1. Contact heart evaluation
Genesys units a excessive normal for enterprise contact heart evaluation with a 360-degree view of buyer interactions and options like real-time and predictive analytics and complete KPI and metrics monitoring.
For those who want a full view of every thing that’s taking place in your contact heart, Genesys gives a central hub for all your contact heart studies.
2. High quality administration
Genesys provides an in depth automated high quality administration resolution with searchable transcripts, scoring methodologies, and a hands-on strategy to scheduling and agent administration.
Inefficient processes the place brokers and supervisors lose hours to guide scoring turn into a factor of the previous whenever you introduce agent habits scoring, sentiment evaluation, and display recording.
3. Self-service
Genesys gives self-service instruments which might be much like Five9’s, in addition to buyer tone evaluation for agent preparation and AI-powered digital assistants for chat messaging.
With Genesys, you get superior IVR and good chatbots, all configurable in a easy builder. And with Genesys’ capability to detect sentiment in addition to content material and context, your self-service instruments perceive and course of issues of excessive urgency or emotion, too.
Now not will you’ve impassive robots serving clients and risking what you are promoting’ repute. It’s all about pure language understanding and offering one of the best response.
Five9 vs. Genesys: The Cons
It could be unfair to match Five9 and Genesys and solely point out the nice elements. It’s additionally necessary to grasp the place contact heart software program is weak and customers and admins really feel it falls brief.
Cons of Five9
1. Name high quality and system stability
Some customers have reported inconsistent name high quality, main them to take a look at Five9’s rivals. For instance, buyer have reported that the microphone cuts out once they use particular headsets with the Five9 softphone.
Furthermore, Five9’s platform availability dropped to 99.57% in Canada in August 2023 and 99.99% within the US in September 2023.
2. UI complexity
Five9’s consumer interface has been described as much less intuitive, with a desire for extra consolidated dealing with.
When evaluating consumer opinions, it looks like skilled brokers don’t have a difficulty with the Five9 interface. Nevertheless, the software program might take some getting used to for these coming from a strictly digital name heart background. People who find themselves studying the omnichannel ropes wrestle to undertake Five9 rapidly.
3. Excessive value level
The beginning value for Five9’s Core bundle could also be thought-about excessive, significantly because it doesn’t embody omnichannel assist. The Final choice prices over $220 per agent per thirty days, making it one of the vital costly packages available on the market. Nevertheless, in the event you use each characteristic within the Five9 repertoire, you could really feel such as you’re getting your cash’s price.
4. Complicated setup and implementation
Whereas it’s clear that Five9’s performance is top-grade, some customers report that organising superior options and integrations requires vital effort and technical know-how.
For instance, the Salesforce integration is demonstrably a robust software, and customers like it as soon as it’s arrange and dealing. Nevertheless, to get there, you must navigate via “1000’s of settings in numerous locations,” in keeping with one evaluate.
Cons of Genesys
1. Workforce administration and reporting
Genesys’ workforce administration and engagement options are famous as needing enchancment, with some information accessibility points highlighted. This isn’t one thing that’s seen in competing Genesys options.
As such, it’s advisable to maintain the identified points web page bookmarked when utilizing Genesys for workforce administration.
2. System routing and voice high quality
The Genesys consumer discussion board studies occasional scripting points with name routing via digital edges which have required supplier assist intervention. Genesys is considered among the best choices for advanced technical deployments, which suggests it will possibly result in time-consuming fixes that require knowledgeable assist.
3. Implementation and transition challenges
Some customers report configuration complexities throughout their transition to Genesys Cloud CX, which is a matter some Five9 clients report too.
“When Genesys is carried out incorrectly, there are a lot of issues that go flawed, which in flip can have a critical impression in your clients and your staff’s productiveness and prices.”
~Jamie Coutts, VP of Consumer Growth at Star Telecom
4. Assist and escalation
Whereas Genesys drinks its personal champagne by embracing self-service, advanced points that require escalation can have slower resolutions.
The character of Genesys’ technical deployments does go away the door open to scrutiny when issues go flawed. However that’s to not say clients are okay with a scarcity of proactive contact or the truth that they’ve to attend for brand spanking new options to be launched.
Evaluating Five9 & Genesys to Nextiva
In most conversations involving Five9 and Genesys, there’s a 3rd choice. In comparisons of cloud contact heart options (versus hosted, on-premises, or hybrid fashions), that third choice is Nextiva.
| Performance | Five9 | Genesys | Nextiva |
|---|---|---|---|
| Plan | Core | Digital + Voice | Skilled |
| Month-to-month value | $149+ | $115+ | $119+ |
| Restrictions | Wants Nextiva UCaaS to energy voice | Has lengthy implementation occasions | Doesn’t but assist each kind of social media |
| Key options | Generative AI studio Superior automation workflows | Specialists in advanced deployments In-house skilled providers | UCaaS integration Easy implementation Constructed-in AI |
| Buyer ranking (G2) | 3.9 out of 5 (385 opinions) | 4.3 out of 5 (1,311 opinions) | 4.5 out of 5 (3,100 opinions) |
| Finest for | AI-ready organizations searching for self-service | Massive companies with advanced necessities | Gross sales, service, and assist groups |
Nextiva contact heart pricing
Nextiva’s latest contact heart resolution provides completely different omnichannel capabilities in every plan. Its Skilled and Premium plans, that are priced at lower than $150 per agent per thirty days, are probably the most aggressive towards Five9 and Genesys.
Ease of use
Nextiva is praised for its user-friendly interface, surpassing Five9 with greater ease-of-use scores. Admins love the portal the place you’ll be able to arrange telephone schedules, configure IVRs, and activate omnichannel assist.
Whereas Genesys has its deserves, Nextiva’s concentrate on offering user-friendly options, strong buyer assist, and a dependable platform provides it an edge within the comparability between the 2 suppliers.
Nextiva boasts a 5/5 networking ranking on Down Detector and scores 94% in Gartner’s “Willingness to Suggest” class.
Buyer assist
Nextiva gives a dependable assist expertise by providing specialised 24/7 assist with hands-on service. You get entry to self-service data bases, product documentation, and a library of educational movies. You additionally get to talk to human beings with out having to leap via hoops.
“What I like most about Nextiva is their assist. It’s all the time a one-call shut. Whenever you name in for assist, the particular person on the opposite line — if they’ll’t repair it — they’ll discover the one that can repair it and stick with you thru your complete name.”
~James Carter, CTO at Integration Works
Nextiva is aware of that you simply want help whenever you first transfer to a cloud contact heart or attempt to get used to managing omnichannel queries and understands that this stuff take time. So, the corporate’s strategy to implementation, onboarding, and assist is extra hands-on.
With over 1,000 devoted staff members, Nextiva helps its personal clients and helps you assist yours.
Worth for the associated fee
We’re speaking about extra bang on your buck. Whereas there is probably not as many choices for advanced integration and hybrid deployments, not everyone wants them.
Whenever you want a dependable, cost-efficient, omnichannel resolution, Nextiva provides extra advantages relative to its value and gives higher worth for its clients than Five9 and Genesys do.
With Nextiva, your entry to options consists of:
- Blended inbound and outbound integration
- Omnichannel assist for SMS, electronic mail, internet chat, and social media
- Workforce optimization with a mobile-accessible strategic planner
- High quality monitoring scorecards and display recording
- Interplay evaluation for sentiment scoring
Integrations out of the field embody:
- Salesforce
- HubSpot
- Zendesk
- Oracle Gross sales Cloud
- Microsoft Dynamics
- Many others, which you’ll see right here
And also you get all this for a fraction of the value of each Five9 and Genesys.
Study Extra: Nextiva vs. Five9 at a look
Reliability and safety
Nextiva emphasizes military-grade safety, geo-redundancy, and regulatory requirements compliance, making certain excessive reliability and information safety.
You get 99.999% uptime with eight factors of presence and carrier-grade information facilities.
Due to 24/7 monitoring, any potential community points are instantly flagged and resolved. And also you’ll all the time pay attention to what’s occurring through the Nextiva standing web page.
Nextiva also can assist your contact heart turn into compliant with HIPAA, PCI DSS, and FINRA.
By means of using good name recording, disposition monitoring, and AI-assisted name auditing, what you are promoting is in secure palms whenever you select Nextiva.
Nextiva Is the Dependable Contact Middle Platform Your Enterprise Wants
Five9 and Genesys are strong options in their very own rights. For those who’re searching for a complete suite of options and have advanced technical deployment wants, they’re good choices. In actual fact, Nextiva companions with Five9 to supply telephony performance when Five9 is the appropriate choice for companies with technical deployments.
Nevertheless, Nextiva comes out on prime in usability, reliability, and ease of use. And it’s filled with all of the options you actually want.
So, in the event you’re out there for an omnichannel contact heart that’s easy to get began and that customers and admins love, why not take Nextiva for a spin?
Tour the Nextiva Contact Middle.
Get a customized tour of our confirmed contact heart platform.
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