There are lots of nice cloud-based contact middle platforms available on the market in the present day — so many who it may be onerous to seek out the correct one for your corporation. With all the assorted distributors, packages, options, and pricing plans on the market, discovering the correct one can really feel overwhelming. 

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

Talkdesk vs Five9: The Professionals

Each Talkdesk and Five9 are fashionable 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 correct instruments on your contact middle?

Professionals of Talkdesk

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

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

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

Different fashionable 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 reminiscent of 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 monthly
• CX Cloud Elevate, which prices $115 per consumer monthly
• CX Cloud Elite, which prices $145 per consumer monthly

Professionals of Five9

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

Five9 additionally has a robust concentrate on worker engagement, as its CCaaS platform contains instruments for workflow optimization, workforce administration, and high quality administration. These instruments assist maintain brokers organized, scheduled correctly, and geared up to offer one of the best service doable.

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

Five9 helps clients throughout channels, together with SMS, telephone 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 middle 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 monthly
• Final at $325 monthly

Talkdesk vs Five9: The Cons

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

Cons of Talkdesk

Customers in search of a extra customizable contact middle platform may be annoyed with Talkdesk. Consumer evaluations have said that sure options can’t be custom-made on the consumer finish, so customers have to contact Talkdesk to make any modifications, however help will not be at all times responsive.

Moreover, though Talkdesk affords name recordings, the audio high quality may very well be higher. A widespread grievance is that recordings don’t steadiness the caller’s and agent’s voices.

Because of this in case you’re listening to a name, the quantity and audio high quality can shift dramatically at any time when somebody speaks, which isn’t solely annoying but in addition impacts the standard of the evaluate course of.

Whereas Talkdesk’s integration library is some extent in its favor, organising and customizing the integrations is one other story. Getting integrations to work seamlessly with current methods is usually a advanced 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 typically battle with the complexity, so it could possibly take some time to actually see advantages from the platform.

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

Evidently, being unable to entry the contact middle makes it not possible for brokers to work, so there have been operational disruptions any time they couldn’t log in.

Moreover, some Five9 clients have reported connectivity delays through 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 the professionals and cons of Talkdesk and Five9, you may be unsure. Maybe Five9 is out of your worth vary, and its studying curve and technical points are placing you off. Or possibly you want extra customization than Talkdesk affords.

Luckily, there’s an alternative choice: Nextiva.

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

Nextiva customers save money and time on each buyer interplay when in comparison with various platforms. In line with buyer evaluations, Nextiva can be rated greater general than Talkdesk and Five9.

As well as, Nextiva affords a variety of contact middle 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 take a look at what it brings to the desk.

Versatility

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

Organizations in search of an all-in-one VoIP communications resolution for his or her groups and speak to facilities will discover every part they want with Nextiva.

CX focus

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

Nextiva makes use of AI-driven information and analytics to handle and improve the CX. It will possibly establish tendencies, 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 rapidly get firsthand expertise of how nicely their contact middle resolution works.

Customizable options

A contact middle will not be a one-size-fits-all resolution. Each enterprise may have totally different communication and speak to middle wants based mostly on its measurement, business, and extra. That’s why customizable and scalable options are so vital. 

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

Moreover, the Nextiva contact middle resolution 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 reinforce agent productiveness and buyer satisfaction.

These embrace buyer self-service instruments, reminiscent of 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
• Job automation
• Digital assistants for voice, chat, and textual content channels

Nextiva: There’s One thing for Each Enterprise

Talkdesk and Five9 are effective contact middle options, and every has loads of options and advantages to supply organizations. They concentrate on offering strong contact middle software program with a concentrate on AI, automation, and omnichannel help and are well-regarded by their customers.

Nonetheless, Nextiva stands out with its broader concentrate on 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 realize what Five9, Talkdesk, and Nextiva can provide a enterprise, the selection is obvious: if you want a strong contact middle platform, you’ll be able to’t go unsuitable with Nextiva.