Five9 is a Contact Center as a Service (CCaaS) platform that provides a suite of tools and services to help organizations manage and improve their customer service. Five9 supports various channels, including email, calls, chat, and social media. It also provides contact center managers with visibility into a contact center's overall performance.
But what if you require an alternative solution to Five9’s call and contact center software?
This article will review the Five9 platform and provide alternative solutions so you can determine the best fit for your business.
Five9 is a global CCaaS solution that supports inbound, outbound, blended, and omnichannel contact centers. The platform is powered by AI-driven technology, intelligent routing, and Natural Language Processing (NLP), which directs customer calls to the most appropriate agent.
Through intelligent routing and self-service solutions, businesses have an integrated suite of tools to manage customer interactions across multiple channels. The suite includes real-time analytics and reporting capabilities, giving managers insights into customer preferences and allowing them to optimize operations accordingly.
Five9's IVR system features speech recognition, freeing up agents' schedules by handling commonly asked customer queries.
No, Five9 is not a CRM or a replacement for a customer relationship management system. However, Five9 offers pre-built integrations with several popular CRM solutions, including Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk.
Five9 divides its services and products into three focuses.
Five9’s Intelligent Cloud Contact Center services are for businesses looking to engage customers on their channel of choice to quickly provide personalized customer service experiences. Products include:
Five9's agent empowerment solution helps agents focus on customers rather than the technology behind their interactions. Products include:
Five9's business agility solution provides businesses with the tools and insights they need to respond to constantly changing conditions and meet customers' heightened expectations. Products include:
One limitation of Five9 and CCaaS companies as a whole is the lack of context into customer-agent interactions to get actionable insights on demand. Without the right tools, it can be difficult for businesses to drill down on:
Fortunately, next-gen contact center insights and analytics tools like Operative Intelligence integrate with existing CCaaS tools like Five9 to provide a more robust solution for contact centers. Operative Intelligence can access CCaaS data and automatically identify:
These insights provide a complete picture of how agents are handling the calls, the reason they may or may not be successful, and how contact center managers can implement training programs to increase agent effectiveness—so that up to 80% of the agent’s time is spent on adding value to the customer and the business.
While Five9 is helpful for inbound and outbound calling capabilities, customer reviews on G2, TrustRadius, and Softwareadvice reveal that some current customers are looking for a software that offers:
Whether you’re a current Five9 customer that’s looking for another solution, or a potential customer researching all your options, here are some alternative options to Five9.
Amazon Connect is an all-in-one cloud contact center that uses AI and Machine Learning to enhance agent productivity and improve customer experience across voice and digital channels. Amazon Connect helps businesses scale up or down to match customer demand and onboard agents.
Amazon Connect also provides step-by-step guides for the Agent Workspace, enabling businesses to automatically identify customer issues and recommend appropriate actions for contact center agents. Amazon Connect can be integrated with other enterprise applications, such as Salesforce, and used in combination with other AWS services.
Features:
Pricing:
Amazon Connect operates on a pay-as-you-go model and offers a free trial period under the AWS Free Tier.
Some of the plans include:
Voice
Chat
Chat usage – per message $0.004
Voice ID
Talkdesk is a cloud-based contact center platform that provides businesses with voice, digital channels, and workforce engagement management capabilities. It helps companies improve customer satisfaction while simultaneously reducing customer support costs.
Talkdesk provides a range of cloud contact center and CX solutions, enabling companies to automate various aspects of the customer journey. The platform integrates with several different systems including Salesforce, Zendesk, and Shopify.
Features:
Pricing:
Experience Clouds: Contact Talkdesk for a quote
Genesys Cloud CX is a cloud-based customer experience platform that provides customer experiences across phone, email, chat, text, and social channels. Genesys is an open source software that employs a microservices-based architecture and API-first development approach. Its API also incorporates modern cloud strategies and technologies.
Genesys also offers features such as inbound and outbound communication capabilities, integrated communications, interaction recording, analytics, and reporting, as well as access to integrations. The platform also allows users to connect custom or commercial systems and applications.
Features:
Pricing:
*The prices provided are based on a per-user, annual billing model. However, fees can vary based on usage.
NICE CXone is a cloud-based call center software that provides businesses with tools to optimize lead quality and reduce the cost of customer interactions. The platform includes features for processing inbound support requests and offers support for multiple channels.
The system offers a range of call routing features, including IVR, CTI, and ACD, as well as workforce optimization capabilities. NICE CXone also includes a predictive dialer tool that offers call blending, message lay-down dialing, call suppression, and auto dialer for blended call centers.
Features:
Pricing:
NICE CXone does not list pricing on its websites and prefers that users contact them for a quote.
Five9 and other alternatives are helpful CCaaS solutions for businesses managing the customer journey. However, while they generate large volumes of data from customer interactions, they aren’t usually able to provide valuable insights from the data. If you’re looking for the right tool that can further unlock these insights for your business, then it’s time to use Operative Intelligence.
Operative Intelligence can generate next-level, actionable intelligence when integrated with existing CCaaS solutions. The data required can be easily accessed through an API connection–which is much less cumbersome than legacy or on-premises solutions–and insights are available within two weeks of getting started.
Operative Intelligence can help contact centers understand the root cause of why customers are reaching out in real-time–instead of just providing data on overall call volume.
Take your business to a higher level with actionable, valuable, customer demand insights.
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