When evaluating contact heart options, it’s essential to pit the picks on the prime of your quick listing 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 steerage on which is finest for your enterprise; plus, we’ll evaluate these two options to Nextiva.
Five9 vs. Genesys: The Execs
Execs of Five9
Sturdy suite of options
It goes with out saying that Five9 has a sturdy suite of options. Virtually each cloud contact heart resolution gives omnichannel performance to boost buyer satisfaction. In reality, differentiation in an ordinary listing of options is almost unimaginable in 2024.
Five9 options that come commonplace 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 personalization
- Synthetic intelligence (AI) and automation instruments
- Worker engagement options
- Cloud voice
Along with its aggressive inventory listing of options, there are three areas the place Five9 stands out.
1. Customizable KPI reporting
With over 120 customizable reviews on real-time and historic information, Five9 leads the way in which within the variety of reviews it gives.
Should you’re a big enterprise with tons of knowledge, accessing these reviews and the flexibility to make each distinctive to your enterprise are particular advantages.
2. Conversational AI
Aragon Analysis named Five9 a pacesetter in conversational AI. Five9’s message has all the time been about enhancing sensible buyer expertise by means of automation and AI.
Through the use of the Five9 conversational AI designer, you may create sensible 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 enterprise instruments and inside databases and backing from generative AI platforms, Five9 makes chatbots and key presses essential features for your enterprise, usually lowering the necessity for agent intervention and enhancing first contact decision.
3. Verticalized outbound performance
Relatively 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 enhancing effectivity and lowering the associated fee per lead whereas making certain dialing compliance with the Phone Client Safety Act.
Execs of Genesys
Sturdy set of options
Genesys has all of the inventory options of an omnichannel contact heart resolution too.
These embrace:
- Inbound and outbound name administration
- Name routing
- Actual-time monitoring
- AI-powered capabilities corresponding 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 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.
Should you want a full view of all the pieces that’s taking place in your contact heart, Genesys supplies a central hub for all your contact heart reviews.
2. High quality administration
Genesys gives an intensive 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 while 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 sensible chatbots, all configurable in a easy builder. And with Genesys’ capacity 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 got impassive robots serving prospects and risking your enterprise’ popularity. 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 grasp 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 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 desire 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 heart background. People who find themselves studying the omnichannel ropes wrestle to undertake Five9 shortly.
3. Excessive value level
The beginning value 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 monthly, making it one of the crucial costly packages available on the market. Nevertheless, in the event you use each function within the Five9 repertoire, you might really feel such as you’re getting your cash’s price.
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 important effort and technical know-how.
For instance, the Salesforce integration is demonstrably a strong instrument, and customers find it irresistible as soon as it’s arrange and dealing. Nevertheless, to get there, you need to navigate by means of “1000’s of settings in numerous locations,” in line with one assessment.
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 person discussion board reviews occasional scripting points with name routing by means of digital edges which have required supplier help intervention. Genesys is regarded as probably the greatest choices for advanced technical deployments, which suggests it may well result in time-consuming fixes that require professional 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 carried out incorrectly, there are various issues that go improper, which in flip can have a severe affect in your prospects and your staff’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 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 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 sort of social media |
| Key options | Generative AI studio Superior automation workflows | Specialists in advanced deployments In-house skilled companies | UCaaS integration Easy implementation Constructed-in AI |
| Buyer ranking (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 searching 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 totally different omnichannel capabilities in every plan. Its Skilled and Premium plans, that are priced at lower than $150 per agent monthly, 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 may arrange telephone schedules, configure IVRs, and activate omnichannel help.
Whereas Genesys has its deserves, Nextiva’s give attention to offering user-friendly options, sturdy buyer help, 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 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 means of hoops.
“What I like most about Nextiva is their help. It’s all the time a one-call shut. If you name in for help, the individual on the opposite line — if they’ll’t repair it — they’ll discover the one who can repair it and stick with you thru all the name.”
~James Carter, CTO at Integration Works
Nextiva is aware of that you simply want help while 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 staff 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 all people wants them.
If you want a dependable, cost-efficient, omnichannel resolution, Nextiva gives extra advantages relative to its value and supplies 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, net 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 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 worth 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 all the time concentrate on what’s happening by way of the Nextiva standing web page.
Nextiva may also assist your contact heart turn into compliant with HIPAA, PCI DSS, and FINRA.
By way of the usage of sensible name recording, disposition monitoring, and AI-assisted name auditing, your enterprise is in protected palms while you select Nextiva.
Nextiva Is the Dependable Contact Middle Platform Your Enterprise Wants
Five9 and Genesys are strong options in their very own rights. Should you’re searching 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 best 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 the event you’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?
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