When evaluating contact middle options, it’s essential to pit the choices on the prime of your brief record towards one another.
This sort 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 middle world.
Learn on for the professionals and cons, key options, and steerage on which is finest for your corporation; plus, we’ll examine 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 sturdy suite of options. Nearly each cloud contact middle answer presents omnichannel performance to boost buyer satisfaction. In truth, differentiation in a typical record of options is sort of unimaginable in 2024.
Five9 options that come customary embrace:
- International voice capabilities to ship buyer experiences worldwide
- Complete agent and supervisor desktops
- Engagement workflows
- CRM integrations
- Unified communications integrations
- APIs and SDKs for personalisation
- Synthetic intelligence (AI) and automation instruments
- Worker engagement options
- Cloud voice
Along with its aggressive inventory record of options, there are three areas the place Five9 stands out.
1. Customizable KPI reporting
With over 120 customizable stories on real-time and historic knowledge, Five9 leads the best way within the variety of stories it presents.
For those who’re a big enterprise with tons of information, accessing these stories and the power 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 all the time been about bettering sensible buyer expertise by means of automation and AI.
By utilizing the Five9 conversational AI designer, you possibly can 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 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
Fairly than offering a single outbound contact middle and hoping for the perfect, Five9 has a predictive dialer, autodialer software program, and blended contact middle 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 guaranteeing 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 middle answer too.
These embrace:
- Inbound and outbound name administration
- Name routing
- Actual-time monitoring
- AI-powered capabilities resembling an clever digital assistant and agent help
- Workflow automation
- Complete reporting and analytics
- Name middle gamification
- Workforce administration
Like Five9, Genesys has its personal eye-catching options, together with:
1. Contact middle evaluation
Genesys units a excessive customary for enterprise contact middle 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 middle, Genesys gives a central hub for all your contact middle stories.
2. High quality administration
Genesys presents an intensive automated high quality administration answer with searchable transcripts, scoring methodologies, and a hands-on method to scheduling and agent administration.
Inefficient processes the place brokers and supervisors lose hours to handbook scoring develop into a factor of the previous if you introduce agent conduct scoring, sentiment evaluation, and display screen recording.
3. Self-service
Genesys gives self-service instruments which might be 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’ 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.
Not will you’ve gotten impassive robots serving prospects and risking your corporation’ status. It’s all about pure language understanding and offering the perfect response.
Five9 vs. Genesys: The Cons
It could be unfair to check Five9 and Genesys and solely point out the nice elements. It’s additionally essential to know the place contact middle 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 person interface has been described as much less intuitive, with a choice for extra consolidated dealing with.
When evaluating person evaluations, 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 middle background. People who find themselves studying the omnichannel ropes wrestle to undertake Five9 rapidly.
3. Excessive worth level
The beginning worth for Five9’s Core bundle could also be thought of excessive, notably because it doesn’t embrace omnichannel help. The Final possibility prices over $220 per agent per thirty days, making it one of the vital costly packages available on the market. Nevertheless, in case you use each characteristic within the Five9 repertoire, chances are you’ll 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 establishing superior options and integrations requires important effort and technical know-how.
For instance, the Salesforce integration is demonstrably a strong software, and customers find it irresistible as soon as it’s arrange and dealing. Nevertheless, to get there, you must navigate by means of “1000’s of settings in numerous locations,” in accordance with one overview.
Cons of Genesys
1. Workforce administration and reporting
Genesys’ workforce administration and engagement options are famous as needing enchancment, with some knowledge 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 person discussion board stories occasional scripting points with name routing by means of digital edges which have required supplier help intervention. Genesys is regarded as among the best choices for advanced technical deployments, which suggests it could possibly result in time-consuming fixes that require skilled assist.
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 applied incorrectly, there are a lot of issues that go improper, which in flip can have a critical affect in your prospects and your crew’s productiveness and prices.”
~Jamie Coutts, VP of Consumer Improvement 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 depart the door open to scrutiny when issues go improper. 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 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 middle 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 worth | $149+ | $115+ | $119+ |
| Restrictions | Wants Nextiva UCaaS to energy voice | Has lengthy implementation instances | Doesn’t but help each sort 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 evaluations) | 4.3 out of 5 (1,311 evaluations) | 4.5 out of 5 (3,100 evaluations) |
| Greatest for | AI-ready organizations in search of self-service | Giant companies with advanced necessities | Gross sales, service, and help groups |
Nextiva contact middle pricing
Nextiva’s latest contact middle answer presents 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 essentially the most aggressive towards Five9 and Genesys.
Ease of use
Nextiva is praised for its user-friendly interface, surpassing Five9 with increased ease-of-use scores. Admins love the portal the place you possibly can arrange telephone schedules, configure IVRs, and activate omnichannel help.
Whereas Genesys has its deserves, Nextiva’s concentrate on 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 Suggest” class.
Buyer help
Nextiva gives a dependable help expertise by providing specialised 24/7 help with hands-on service. You get entry to self-service data bases, product documentation, and a library of instructional movies. You additionally get to talk to human beings with out having to leap by means of hoops.
“What I like most about Nextiva is their help. It’s all the time a one-call shut. While 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 simply want help if you first transfer to a cloud contact middle or attempt to get used to managing omnichannel queries and understands that this stuff take time. So, the corporate’s method to implementation, onboarding, and help is extra hands-on.
With over 1,000 devoted crew 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 might not be as many choices for advanced integration and hybrid deployments, not everyone wants them.
While you want a dependable, cost-efficient, omnichannel answer, Nextiva presents extra advantages relative to its price and gives higher worth for its prospects than Five9 and Genesys do.
With Nextiva, your entry to options consists of:
- Blended inbound and outbound integration
- Omnichannel help for SMS, e mail, internet chat, and social media
- Workforce optimization with a mobile-accessible strategic planner
- High quality monitoring scorecards and display screen recording
- Interplay evaluation for sentiment scoring
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.
Be taught Extra: Nextiva vs. Five9 at a look
Reliability and safety
Nextiva emphasizes military-grade safety, geo-redundancy, and regulatory requirements compliance, guaranteeing excessive reliability and knowledge safety.
You get 99.999% uptime with eight factors of presence and carrier-grade knowledge facilities.
Because of 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 by way of the Nextiva standing web page.
Nextiva can even assist your contact middle develop 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 secure palms if 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 in search of a complete suite of options and have advanced technical deployment wants, they’re good choices. In truth, Nextiva companions with Five9 to offer telephony performance when Five9 is the appropriate 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, in case you’re out there for an omnichannel contact middle that’s easy to get began and that customers and admins love, why not take Nextiva for a spin?
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