When evaluating contact heart options, it’s necessary to pit the choices on the high of your quick listing in opposition to one another.

This sort of head-to-head comparability helps you higher perceive the know-how 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 greatest for your corporation; 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 presents omnichannel performance to boost buyer satisfaction. In actual fact, differentiation in an ordinary listing of options is almost inconceivable in 2024.

Five9 options that come normal embody:

• 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 studies on real-time and historic information, Five9 leads the way in which within the variety of studies it presents.



When you’re a big enterprise with tons of information, gaining access to these studies 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 via automation and AI.

By utilizing 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 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

Slightly than offering a single outbound contact heart and hoping for the very best, 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 lowering the price 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 embody:

• 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 heart gamification
• Workforce administration

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

1. Contact heart evaluation

Genesys units a excessive normal 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​.



When you want a full view of every little thing that’s taking place in your contact heart, Genesys offers a central hub for all your contact heart studies.

2. High quality administration

Genesys presents an in depth 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 out to be a factor of the previous while you introduce agent habits scoring, sentiment evaluation, and display recording.

3. Self-service

Genesys offers self-service instruments which can be much 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’ 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.

Now not will you will have impassive robots serving clients and risking your corporation’ repute. It’s all about pure language understanding and offering the very best response.

Five9 vs. Genesys: The Cons

It could be unfair to match Five9 and Genesys and solely point out the nice elements. It’s additionally necessary 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 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.



2. UI complexity

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

When evaluating consumer opinions, it looks as if skilled brokers don’t have a problem with the Five9 interface. Nonetheless, 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 battle to undertake Five9 shortly.



3. Excessive value level

The beginning value for Five9’s Core bundle could also be thought-about excessive, significantly because it doesn’t embody omnichannel help. The Final choice prices over $220 per agent monthly, making it one of the costly packages available on the market. Nonetheless, if you happen to use each function within the Five9 repertoire, you could 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 organising 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. Nonetheless, to get there, you must navigate via “hundreds 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 information 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 consumer discussion board studies occasional scripting points with name routing via digital edges which have required supplier help intervention. Genesys is considered among the finest choices for complicated technical deployments, which suggests it will probably 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 clients report too.

“When Genesys is applied incorrectly, there are numerous issues that go mistaken, which in flip can have a critical influence in your clients and your workforce’s productiveness and prices.” 

~Jamie Coutts, VP of Shopper Growth at Star Telecom

4. Assist and escalation

Whereas Genesys drinks its personal champagne by embracing self-service, complicated 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 mistaken. However that’s to not say clients 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 choice. In comparisons of cloud contact heart options (versus hosted, on-premises, or hybrid fashions), that third choice 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 occasions	Doesn’t but help each kind of social media
Key options	Generative AI studio Superior automation workflows	Specialists in complicated deployments In-house skilled providers	UCaaS integration Easy implementation Constructed-in AI
Buyer ranking (G2)	3.9 out of 5 (385 opinions)	4.3 out of 5 (1,311 opinions)	4.5 out of 5  (3,100 opinions)
Finest for	AI-ready organizations searching for self-service	Giant companies with complicated necessities	Gross sales, service, and help groups

Nextiva contact heart pricing

Nextiva’s latest contact heart resolution presents completely 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 in opposition to Five9 and Genesys.



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 may arrange telephone schedules, configure IVRs, and activate omnichannel help.



Whereas Genesys has its deserves, Nextiva’s give attention to offering user-friendly options, strong buyer help, and a dependable platform offers 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 Suggest” class.

Buyer help

Nextiva offers 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 via hoops.

“What I like most about Nextiva is their help. It’s all the time a one-call shut. Whenever 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 workforce members, Nextiva helps its personal clients and helps you help yours.

Worth for the price

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

Whenever you want a dependable, cost-efficient, omnichannel resolution, Nextiva presents extra advantages relative to its value and offers higher worth for its clients than Five9​​ and Genesys do.

With Nextiva, your entry to options contains:

• 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 embody:

• 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. 

Due to 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 can even assist your contact heart turn out to be compliant with HIPAA, PCI DSS, and FINRA.

By means of the usage of sensible name recording, disposition monitoring, and AI-assisted name auditing, your corporation is in secure arms 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. When you’re searching for a complete suite of options and have complicated technical deployment wants, they’re good choices. In actual fact, Nextiva companions with Five9 to offer telephony performance when Five9 is the best choice for companies with technical deployments.

Nonetheless, Nextiva comes out on high 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 out there 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.


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