Selecting a contact heart answer for a enterprise requires a ton of analysis, particularly within the late phases of narrowing down your selections. Amped-up advertising makes options seem nearly related till you dive a bit of deeper.

If you’re evaluating RingCentral vs. Five9, you possibly can give attention to a number of areas to make your choice simpler. Right here, we’ll spotlight these areas and examine the platforms intimately to uncover the professionals and cons of every.

We’ll additionally check out how Nextiva stacks up towards these two fashionable contact heart options.

RingCentral vs. Five9: Evaluating the Advantages

Let’s discover RingCentral and Five9 and their respective strengths in keeping with our analysis and the client suggestions we discovered on-line.

RingCentral: The professionals

Established in 1999, RingCentral permits groups and companies to attach anytime, wherever, and from any gadget. Its advantages for customers are listed under:

Outbound calling

RingCentral’s outbound calling options embrace progressive, predictive, and preview dialers to spice up agent productiveness and cut back guide dialing. Clever name suppression makes real-time changes to the dialing record when a buyer takes motion, which might be finishing their fee or submitting a do-not-call request.

RingCentral permits admins to order clients for a particular agent utilizing agent filtering. Merely guarantee that you’ve an up to date lead record to compile, add, and assign to completely different outbound calling campaigns. You may allow this at a dial group degree.

Omnichannel options

RingCentral routes buyer queries throughout numerous channels, together with emails, SMSs, social media, voicemail, and reside chats. Incoming calls are despatched to interactive voice response (IVR) to find out clients’ issues. For instance, while you hear, “press 1 for account particulars,” that’s an IVR in motion.

The computerized name distributor then queues inbound calls primarily based on the IVR response and the brokers’ experience and expertise. You may configure omnichannel routing primarily based on an agent’s availability, capability, and customized routing methods.

Analytics and reporting

RingCentral presents detailed analytics, together with speech, textual content, and predictive analytics to indicate what’s occurring in actual time. These reviews permit companies to determine and troubleshoot pressing points, lowering total ticket quantity and time-to-resolution via alerting and high quality scoring.

RingCentral’s reviews spotlight historic patterns and workflows, making it simpler for companies to acknowledge bottlenecks and achieve insights into buyer journeys. The reviews cowl a worldwide system’s well being, community, endpoints, rooms, and units.

Integration throughout platforms

RingCentral integrates with over 300 enterprise functions, together with Google WorkSpace, Microsoft Groups, Slack, and fashionable CRMs like HubSpot and Salesforce. It provides communication workflows to the instruments companies use every day via APIs to extend productiveness.

The automation accelerates the gross sales cycle and ensures you get insights into each name. Integrations convey admin and operational processes collectively on the client help entrance to enhance your organization’s help supply.

Five9: The professionals

Two years after RingCentral’s inception in 1999, Five9 arrived, providing a aggressive cloud-based contact heart answer. Right here’s what clients like concerning the platform.

Outbound calling

The platform’s predictive dialer automates outbound dialing, saving brokers time. It calculates what number of calls to dial, contemplating the connection charges, real-time information, and historic agent statistics. It permits a progressive dialer to position calls primarily based on agent availability so you possibly can see the order during which your brokers will work on calls.

That is performed in compliance with the Phone Shopper Safety Act, which prevents any automated dialing that’s not compliant with the rules.

Omnichannel options

Five9 permits organizations to have interaction with clients throughout a number of channels, together with voice, e mail, SMS, internet chat, video, social messaging apps, and extra, from a single desktop. This helps improve buyer satisfaction whereas concurrently lowering agent effort.

It additionally presents self-service and gathers buyer intent over a name with speech-enabled IVA or on a cell gadget with visible IVR.

Analytics and reporting

Five9 presents complete, real-time name heart analytics and reporting instruments. It gives over 120 pre-made reporting templates and customized analytic parameters. You need to use information visualization and drill-down capabilities to achieve insights and make data-driven selections.

The interplay analytics function makes use of pure language processing to course of dialog insights. This function works with 28 completely different languages, serving to you analyze sentiments in your buyer’s language.

Integrations

Five9 seamlessly integrates with main CRM software program reminiscent of Salesforce, ServiceNow, Oracle, and Zendesk. These integrations assist firms ship a exceptional buyer expertise whereas rising agent productiveness.

Such integrations assist brokers work seamlessly throughout apps with out endlessly switching platforms.

Try: Nextiva’s Five9 integration that permits seamless VoIP connectivity between the 2 programs

Five9 vs RingCentral: Evaluating the Drawbacks

Whereas each platforms have a number of the finest options and advantages obtainable, in addition they have shortcomings.

RingCentral: The cons

Though the RingCentral contact heart answer presents a spread of options, there are some cons that it’s best to look out for, together with: 

• Complexity: Whereas RingCentral’s interface might look comparatively straightforward to make use of, it’s straightforward to get misplaced between a number of submenus and widgets. This makes it difficult to seek out the web page you’re on the lookout for. The wide selection of options also can overwhelm smaller groups with restricted IT help.
• Pricing: The essential RingCentral plan is fairly priced, however it excludes many important options, reminiscent of 24/7 help, limitless audio conferencing, and integrations. With its complete options, the premium plan comes with a hefty price ticket, making it unaffordable for a lot of small and medium companies.
• Integration: Regardless of its 300+ integrations, some customers have reported difficulties establishing and customizing these integrations for his or her current workflows. Some have additionally skilled below-par customer support whereas coping with the RingCentral crew.

Five9: The cons

Beneath are a few of Five9’s notable cons. Think about these when selecting a contact heart answer for your enterprise.

• Steep studying curve: Five9’s consumer interface is relatively straightforward and intuitive, in contrast to RingCentral’s. Nonetheless, the extra superior options typically require extra detailed and in-depth coaching to get brokers up to the mark. This makes it more difficult to coach new customers or groups with restricted contact heart software program expertise.
• Value: Like RingCentral, Five9’s premium options, reminiscent of analytics capabilities, include a hefty price ticket. Their Core and Digital plans require companies to decide on between voice and digital, and corporations should pay extra for the omnichannel answer.
• Technical points: Companies utilizing Five9 often report technical glitches and reliability points that have an effect on their name high quality and system efficiency. Additionally, because of its complexity, establishing Five9 for companies can require a big time funding.

Exploring a Third Possibility: RingCentral vs. Five9 vs. Nextiva

Nextiva entered the market in 2006, providing a extra aggressive contact heart answer than RingCentral and Five9. Beneath are some options and capabilities that make Nextiva a most well-liked answer for customers:

Complete suite

Nextiva presents companies a one-stop store for managing buyer communication. It streamlines your VoIP telephone system, CRM, and buyer expertise administration to ship an entire answer to customer-facing groups. This manner, groups keep away from the complexities of navigating fragmented and siloed functions.

Consumer-friendly interface

RingCentral and Five9 make it difficult for companies with comparatively much less in depth IT help to undertake and use the answer.

Nonetheless, Nextiva gives a user-friendly and intuitive interface, making it simpler for the customer-facing crew to ramp up shortly and focus extra on delivering a greater buyer expertise. It’s additionally straightforward to arrange and implement, making it much less problem for admins.

Distinctive buyer help

Nextiva’s help groups can be found 24/7 to supply respectable buyer help. Whether or not you’ve a problem establishing your system or a feature-related question, you possibly can ping Nextiva’s help anytime for fast decision.

Nextiva stands for distinctive customer support, empowering companies to help their clients promptly and effectively.

Aggressive pricing

In contrast to different choices, Nextiva’s pricing is cost-conscious. It presents superior options like auto dialer, name recording, name routing, and analytics, and when paired with its affordability, it helps companies of all sizes. The answer eliminates costly {hardware} or heavy upkeep and gives a cloud contact heart answer. It may be extremely cost-effective for numerous enterprise wants.

Reliability and scalability

Nextiva presents a dependable service which you can scale as your enterprise grows and its communication wants evolve.

The answer guarantees a 99.999% uptime to assist enterprises all the time be approachable to their clients. The platform updates real-time community standing, so if there are any system efficiency points, you’ll immediately obtain notifications.

Nextiva additionally delivers a broad data base and FAQs to help self-service customers going through difficulties or confusion.

Verdict: Add Nextiva to Your Contact Middle Shortlist

RingCX and Five9 supply aggressive name heart software program and have their strengths. Nonetheless, when you’re on the lookout for extra performance, ease of use, and help at a decrease price, Nextiva is the only option.

We’ll backside line it for you:

• Reality: Nextiva has increased buyer satisfaction than RingCentral and Five9 (G2)
• Reality: Nextiva is the best-rated contact heart infrastructure answer (G2)
• Reality: Extra customers suggest Nextiva over RingCentral or Five9 (Gartner Peer Insights)

That’s why we persistently obtain an total increased ranking than RingCentral or Five9:

Nextiva presents a holistic and built-in communication answer for companies of all sizes. It’s simpler for admins to arrange and customer-facing groups to make use of, making it a go-to contact heart answer for prime manufacturers.