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Which Contact Middle Platform Is Higher?

When evaluating contact heart options, it’s necessary to pit the picks on the prime of your quick checklist towards one another.

This type of head-to-head comparability helps you higher perceive the expertise you’re about to make a big 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 steering on which is finest for your corporation; plus, we’ll evaluate these two options to Nextiva.

Five9 vs. Genesys: The Professionals

Professionals of Five9

Sturdy suite of options

It goes with out saying that Five9 has a strong suite of options. Virtually each cloud contact heart resolution gives omnichannel performance to reinforce buyer satisfaction. In reality, differentiation in a regular checklist of options is sort of inconceivable in 2024.

Five9 options that come commonplace embrace:

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 experiences on real-time and historic information, Five9 leads the best way within the variety of experiences it gives.

    Five9 unified interactions dashboardFive9 unified interactions dashboard

    For those who’re a big enterprise with tons of knowledge, accessing these experiences and the flexibility to make every one distinctive to your corporation are particular advantages.

    2. Conversational AI

      Aragon Analysis named Five9 a pacesetter in conversational AI. Five9’s message has at all times been about bettering sensible buyer expertise by way of automation and AI.

      Through the use of the Five9 conversational AI designer, you’ll be able to create good interactive voice response (IVR) programs and clever digital assistants that make self-service your first port of name for all buyer interactions.

      Five9 - IVAs with an extensive library of templatesFive9 - IVAs with an extensive library of templates

      With deep integration into your corporation instruments and inner databases and backing from generative AI platforms, Five9 makes chatbots and key presses essential capabilities for your corporation, typically decreasing the necessity for agent intervention and bettering first contact decision.

      3. Verticalized outbound performance

        Quite than offering a single outbound contact heart and hoping for the perfect, 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 reducing the associated fee per lead whereas making certain dialing compliance with the Phone Client Safety Act.

        Professionals of Genesys

        Sturdy set of options

        Genesys has all of the inventory options of an omnichannel contact heart resolution too.

        These embrace:

        Like Five9, Genesys has its personal eye-catching options, together with:

        1. Contact heart evaluation

          Genesys units a excessive commonplace 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​.

          Genesys dashboardGenesys dashboard

          For those who want a full view of the whole lot that’s taking place in your contact heart, Genesys supplies a central hub for all your contact heart experiences.

          2. High quality administration

            Genesys gives an in depth automated high quality administration resolution with searchable transcripts, scoring methodologies, and a hands-on strategy to scheduling and agent administration​.

            Genesys contact center automated quality management solution Genesys contact center automated quality management solution

            Inefficient processes the place brokers and supervisors lose hours to guide scoring change into a factor of the previous whenever you introduce agent conduct scoring, sentiment evaluation, and display recording.

            3. Self-service

              Genesys supplies self-service instruments which are just 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’ means 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.

              Not will you might have impassive robots serving prospects and risking your corporation’ popularity. It’s all about pure language understanding and offering the perfect response.

              Five9 vs. Genesys: The Cons

              It will be unfair to check Five9 and Genesys and solely point out the great components. It’s additionally necessary to know the place contact heart software program is weak and customers and admins really feel it falls quick.

              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 after 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.

              Five9’s platform availabilityFive9’s platform availability

              2. UI complexity

              Five9’s consumer interface has been described as much less intuitive, with a choice for extra consolidated dealing with.

              When evaluating consumer critiques, it looks like skilled brokers don’t have a difficulty with the Five9 interface. Nevertheless, the software program could take some getting used to for these coming from a strictly digital name heart background. People who find themselves studying the omnichannel ropes battle to undertake Five9 rapidly.

              Five9 1-star reviewFive9 1-star review

              3. Excessive value level

              The beginning value for Five9’s Core bundle could also be thought-about excessive, notably because it doesn’t embrace omnichannel help. The Final possibility prices over $220 per agent per 30 days, making it one of the vital costly packages in the marketplace. Nevertheless, if you happen to use each characteristic within the Five9 repertoire, chances are you’ll really feel such as you’re getting your cash’s value.

              4. Advanced setup and implementation

              Whereas it’s clear that Five9’s performance is top-grade, some customers report that establishing superior options and integrations requires vital effort and technical know-how.

              For instance, the Salesforce integration is demonstrably a robust instrument, and customers adore it as soon as it’s arrange and dealing. Nevertheless, to get there, you must navigate by way of “1000’s of settings in varied locations,” in accordance with one evaluate.

              Five9 so-so review about Salesforce integrationFive9 so-so review about Salesforce integration

              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 recognized points web page bookmarked when utilizing Genesys for workforce administration.

              2. System routing and voice high quality

              The Genesys consumer discussion board experiences occasional scripting points with name routing by way of digital edges which have required supplier help intervention. Genesys is considered top-of-the-line choices for advanced technical deployments, which suggests it might result in time-consuming fixes that require professional assist.

              Genesys user forum reports occasional scripting issues with call routingGenesys user forum reports occasional scripting issues with call routing

              3. Implementation and transition challenges

              Some customers report configuration complexities throughout their transition to Genesys Cloud CX, which is a matter some Five9 prospects report too.

              “When Genesys is carried out incorrectly, there are a lot of issues that go unsuitable, which in flip can have a critical affect in your prospects and your workforce’s productiveness and prices.” 

              ~Jamie Coutts, VP of Shopper Growth at Star Telecom

              4. Help 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 unsuitable. However that’s to not say prospects 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 possibility. In comparisons of cloud contact heart options (versus hosted, on-premises, or hybrid fashions), that third possibility 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 instances Doesn’t but help 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 score (G2) 3.9 out of 5 (385 critiques) 4.3 out of 5 (1,311 critiques) 4.5 out of 5  (3,100 critiques)
              Greatest for AI-ready organizations on the lookout for self-service Giant companies with advanced necessities Gross sales, service, and help groups

              Nextiva contact heart pricing

              Nextiva’s latest contact heart resolution gives completely different omnichannel capabilities in every plan. Its Skilled and Premium plans, that are priced at lower than $150 per agent per 30 days, are essentially the most aggressive towards Five9 and Genesys.

              Nextiva’s newest contact center solution - pricing plansNextiva’s newest contact center solution - pricing plans

              Ease of use

              Nextiva is praised for its user-friendly interface, surpassing Five9 with larger ease-of-use scores​​​​. Admins love the portal the place you’ll be able to arrange telephone schedules, configure IVRs, and activate omnichannel help.

              Nextiva VoIP service user reviewNextiva VoIP service user review

              Whereas Genesys has its deserves, Nextiva’s give attention to offering user-friendly options, strong buyer help, and a dependable platform provides it an edge within the comparability between the 2 suppliers​​.

              Nextiva boasts a 5/5 networking score on Down Detector and scores 94% in Gartner’s “Willingness to Advocate” class.

              Buyer help

              Nextiva supplies a dependable help expertise by providing specialised 24/7 help with hands-on service. You get entry to self-service information bases, product documentation, and a library of instructional movies. You additionally get to talk to human beings with out having to leap by way of hoops.

              “What I like most about Nextiva is their help. It’s at all times a one-call shut. Once you name in for help, the individual on the opposite line — if they will’t repair it — they’ll discover the one that can repair it and stick with you thru your entire name.”

              ~James Carter, CTO at Integration Works

              Nextiva is aware of that you just want help whenever you first transfer to a cloud contact heart or attempt to get used to managing omnichannel queries and understands that these items take time. So, the corporate’s strategy to implementation, onboarding, and help is extra hands-on. 

              With over 1,000 devoted workforce members, Nextiva helps its personal prospects and helps you help yours.

              Worth for the associated fee

              We’re speaking about extra bang in your buck. Whereas there will not be as many choices for advanced integration and hybrid deployments, not everyone wants them.

              Once you want a dependable, cost-efficient, omnichannel resolution, Nextiva gives extra advantages relative to its price and supplies higher worth for its prospects than Five9​​ and Genesys do.

              With Nextiva, your entry to options consists of:

              Integrations out of the field embrace:

              • Salesforce
              • HubSpot
              • Zendesk
              • Oracle Gross sales Cloud
              • Microsoft Dynamics
              • Many others, which you’ll be able to 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. 

              Because of 24/7 monitoring, any potential community points are instantly flagged and resolved. And also you’ll at all times concentrate on what’s occurring by way of the Nextiva standing web page.

              Nextiva also can assist your contact heart change into compliant with HIPAA, PCI DSS, and FINRA.

              By means of the usage of good name recording, disposition monitoring, and AI-assisted name auditing, your corporation is in protected fingers whenever you select Nextiva.

              Nextiva Is the Dependable Contact Middle Platform Your Enterprise Wants

              Five9 and Genesys are stable options in their very own rights. For those who’re on the lookout for a complete suite of options and have advanced technical deployment wants, they’re good choices. In reality, Nextiva companions with Five9 to offer telephony performance when Five9 is the precise possibility 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, if you happen to’re available in the market 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 personalised tour of our confirmed contact heart platform.



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