There are numerous nice cloud-based contact middle platforms in the marketplace at the moment — so many who it may be onerous to search out the best one for your enterprise. With all the assorted distributors, packages, options, and pricing plans on the market, discovering the best one can really feel overwhelming. 

Maybe one of the simplest ways to select a platform is to match the choices and see which of them come out on high. With that in thoughts, let’s have a look at the professionals and cons of Talkdesk and Five9, what options each supplies, and the way they examine to one another.

Talkdesk vs Five9: The Execs

Each Talkdesk and Five9 are fashionable Contact Middle as a Service (CCaaS) platforms and for good cause. Each present a number of options designed to enhance agent productiveness and buyer satisfaction, however which one has the best instruments on your contact middle?

Execs of Talkdesk

Talkdesk is a contact middle platform praised for its ease of use, customization, and sturdy performance. Its platform and agent desktop are very intuitive, which makes Talkdesk simple to be taught and permits brokers to get proper to work with none issue.

Talkdesk’s platform can also be designed for collaboration, because it options communication instruments for each buyer help and inside groups. Brokers and reps can seamlessly work collectively, seek the advice of specialists, and assist prospects as a staff with out leaving the Talkdesk platform.

Moreover, Talkdesk makes use of synthetic intelligence (AI) to empower brokers and help prospects. This contains AI-powered self-service instruments, buyer insights, and a collection of buyer expertise (CX) purposes.

Different fashionable Talkdesk options embrace:

• Digital engagement instruments throughout SMS, chat, e mail, and social messaging
• Knowledge-driven analytics on a customizable dashboard
• 70+ pre-built integrations with apps reminiscent of Salesforce, Zendesk, and Slack
• 30+ safety certifications, together with SOC 2 and three, HIPAA, and GDPR

Talkdesk has 4 subscription choices:

• CX Cloud Necessities and Digital Necessities, every of which prices $85 per consumer per thirty days
• CX Cloud Elevate, which prices $115 per consumer per thirty days
• CX Cloud Elite, which prices $145 per consumer per thirty days

Execs of Five9

Five9 is a number one cloud contact middle software program supplier that provides a complete bundle, which incorporates an built-in dialer, lead administration, and reporting instruments.

Five9 additionally has a robust concentrate on worker engagement, as its CCaaS platform contains instruments for workflow optimization, workforce administration, and high quality administration. These instruments assist maintain brokers organized, scheduled correctly, and outfitted to supply the perfect service doable.

Moreover, Five9 makes use of process automation and multi-channel orchestration to optimize and automate help. These options may help firms maximize income and enhance buyer loyalty.

Five9 helps prospects throughout channels, together with SMS, telephone calls, messages, e mail, social media, and video calls.

A couple of further Five9 options embrace:

• AI-powered buyer insights, agent help, and name summaries
• Contact middle supervisor instruments that assist managers monitor and help brokers
• Reporting and analytics instruments that present actionable insights in real-time
• Integrations with different buyer relationship administration (CRM) and communications platforms, together with Salesforce, Oracle, and Microsoft Dynamics 365

Five9 provides 5 completely different packages, all of that are priced per consumer:

• Digital and Core packages, which every value $175 month-to-month
• Premium at $235 a month
• Optimum at $290 per thirty days
• Final at $325 per thirty days

Talkdesk vs Five9: The Cons

Whereas Talkdesk and Five9 every have loads of advantages, they nonetheless fall brief in sure areas. Listed here are a number of the downsides of every:

Cons of Talkdesk

Customers on the lookout for a extra customizable contact middle platform is likely to be pissed off with Talkdesk. Person critiques have acknowledged that sure options can’t be personalized on the consumer finish, so customers have to contact Talkdesk to make any adjustments, however help isn’t all the time responsive.

Moreover, though Talkdesk provides name recordings, the audio high quality could possibly be higher. A widespread grievance is that recordings don’t stability the caller’s and agent’s voices.

Which means for those who’re listening to a name, the amount and audio high quality can shift dramatically at any time when somebody speaks, which isn’t solely annoying but in addition impacts the standard of the overview course of.

Whereas Talkdesk’s integration library is a degree in its favor, establishing and customizing the integrations is one other story. Getting integrations to work seamlessly with current programs could be a advanced and time-consuming course of.

Cons of Five9

Five9 provides complete and highly effective options, however that makes for a steep studying curve. New customers typically wrestle with the complexity, so it may well take some time to essentially see advantages from the platform.

That is made much more tough when there are technical points, and a few customers have reported intermittent login issues the place they couldn’t log in for a time. 

For sure, being unable to entry the contact middle makes it unimaginable for brokers to work, so there have been operational disruptions any time they couldn’t log in.

Moreover, some Five9 prospects have reported connectivity delays during which calls lag for just a few seconds earlier than they connect with an agent. Not solely are these delays off-putting for patrons however these few seconds can add up over time and find yourself costing hours of productiveness.

Nextiva vs. Talkdesk and Five9

After going by the professionals and cons of Talkdesk and Five9, you is likely to be unsure. Maybe Five9 is out of your worth vary, and its studying curve and technical points are placing you off. Or perhaps you want extra customization than Talkdesk provides.

Happily, there may be an alternative choice: Nextiva.

Nextiva’s AI-powered contact middle platform is a versatile, scalable, enterprise-grade contact middle answer constructed for omnichannel communications.

Nextiva customers save money and time on each buyer interplay when in comparison with various platforms. In keeping with buyer critiques, Nextiva can also be rated increased general than Talkdesk and Five9.

As well as, Nextiva provides a variety of contact middle and telephony options, together with:

• Inbound and outbound omnichannel communications, together with multi-channel conversational historical past
• Native workforce optimization
• Customizable name routing and auto attendant options, together with skills-based routing
• A built-in predictive auto dialer system to optimize outbound calls
• Unified reporting and analytics to trace your APIs and key metrics throughout channels
• Digital and visible voicemail

So, why do you have to select Nextiva? Let’s have a look at what it brings to the desk.

Versatility

Nextiva supplies extra than simply name middle software program. It supplies unified communications and omnichannel contact middle capabilities, giving customers a broader vary of enterprise communication instruments.

Organizations on the lookout for an all-in-one VoIP communications answer for his or her groups and make contact with facilities will discover every little thing they want with Nextiva.

CX focus

Nextiva is devoted to creating an awesome CX and consumer expertise. So, not solely does Nextiva’s contact middle allow customers to supply a high quality CX, however its personal buyer help can also be superior.

Nextiva makes use of AI-driven knowledge and analytics to handle and improve the CX. It could actually establish tendencies, analyze buyer sentiment, and enhance first-call decision charges, all of that are nice for companies that prioritize buyer satisfaction and engagement.

Nextiva itself additionally has a high quality CX, as Nextiva’s buyer help is very regarded. Anybody contacting Nextiva for help will shortly get firsthand expertise of how effectively their contact middle answer works.

Customizable options

A contact middle isn’t a one-size-fits-all answer. Each enterprise may have completely different communication and make contact with middle wants based mostly on its measurement, trade, and extra. That’s why customizable and scalable options are so necessary. 

Nextiva is understood for its scalability. Customers can add seats as wanted so their contact middle system can develop with their enterprise. 

Moreover, the Nextiva contact middle answer is very customizable, so organizations can add any apps, CRM integrations, and capabilities they want.

AI

Nextiva additionally has a number of AI-powered instruments and options to boost agent productiveness and buyer satisfaction.

These embrace buyer self-service instruments, reminiscent of an AI-powered chatbot and speech-enabled IVR, and instruments to help brokers with their on a regular basis duties.

Nextiva’s AI-powered options embrace:

• Automated outbound campaigns
• Workforce optimization instruments to enhance first-contact decision and conversion charges
• Automated name transcriptions and summaries
• Dynamic scripting
• Process automation
• Digital assistants for voice, chat, and textual content channels

Nextiva: There’s One thing for Each Enterprise

Talkdesk and Five9 are nice contact middle options, and every has loads of options and advantages to supply organizations. They specialise in offering sturdy contact middle software program with a concentrate on AI, automation, and omnichannel help and are well-regarded by their customers.

Nevertheless, Nextiva stands out with its broader concentrate on wrangling a number of enterprise communication channels, optimizing CX administration, and offering versatile options that may be tailor-made to a variety of enterprise wants.

Now that you already know what Five9, Talkdesk, and Nextiva can provide a enterprise, the selection is obvious: whenever you want a sturdy contact middle platform, you possibly can’t go incorrect with Nextiva.