There are lots of nice cloud-based contact middle platforms available on the market right now — so many who it may be onerous to search out the correct one for your corporation. With all the assorted distributors, packages, options, and pricing plans on the market, discovering the correct one can really feel overwhelming. 

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

Talkdesk vs Five9: The Professionals

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

Professionals of Talkdesk

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

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

Moreover, Talkdesk makes use of synthetic intelligence (AI) to empower brokers and help clients. This consists of AI-powered self-service instruments, buyer insights, and a set of buyer expertise (CX) functions.

Different common Talkdesk options embrace:

• Digital engagement instruments throughout SMS, chat, electronic 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 30 days
• CX Cloud Elevate, which prices $115 per consumer per 30 days
• CX Cloud Elite, which prices $145 per consumer per 30 days

Professionals of Five9

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

Five9 additionally has a powerful give attention to worker engagement, as its CCaaS platform consists of instruments for workflow optimization, workforce administration, and high quality administration. These instruments assist maintain brokers organized, scheduled correctly, and geared up to offer the perfect service potential.

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

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

A number of additional 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 presents 5 totally different packages, all of that are priced per consumer:

• Digital and Core packages, which every price $175 month-to-month
• Premium at $235 a month
• Optimum at $290 per 30 days
• Final at $325 per 30 days

Talkdesk vs Five9: The Cons

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

Cons of Talkdesk

Customers in search of a extra customizable contact middle platform could be pissed off with Talkdesk. Consumer evaluations have acknowledged that sure options can’t be custom-made on the consumer finish, so customers must contact Talkdesk to make any adjustments, however help is just not all the time responsive.

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

Which means if you happen to’re listening to a name, the quantity and audio high quality can shift dramatically each time somebody speaks, which isn’t solely annoying but in addition impacts the standard of the assessment course of.

Whereas Talkdesk’s integration library is some extent in its favor, organising and customizing the integrations is one other story. Getting integrations to work seamlessly with current techniques generally is a complicated and time-consuming course of.

Cons of Five9

Five9 presents complete and highly effective options, however that makes for a steep studying curve. New customers typically wrestle with the complexity, so it may 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 not possible for brokers to work, so there have been operational disruptions any time they couldn’t log in.

Moreover, some Five9 clients have reported connectivity delays wherein calls lag for a couple of seconds earlier than they connect with an agent. Not solely are these delays off-putting for purchasers 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 could be unsure. Maybe Five9 is out of your worth vary, and its studying curve and technical points are placing you off. Or possibly you want extra customization than Talkdesk presents.

Luckily, there’s another choice: Nextiva.

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

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

As well as, Nextiva presents 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 must you select Nextiva? Let’s have a look at what it brings to the desk.

Versatility

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

Organizations in search of an all-in-one VoIP communications resolution for his or her groups and call facilities will discover all the things they want with Nextiva.

CX focus

Nextiva is devoted to creating an ideal CX and consumer expertise. So, not solely does Nextiva’s contact middle allow customers to offer a top 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 will possibly 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 top quality CX, as Nextiva’s buyer help is extremely regarded. Anybody contacting Nextiva for help will rapidly get firsthand expertise of how nicely their contact middle resolution works.

Customizable options

A contact middle is just not a one-size-fits-all resolution. Each enterprise may have totally different communication and call middle wants based mostly on its measurement, business, and extra. That’s why customizable and scalable options are so necessary. 

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

Moreover, the Nextiva contact middle resolution is extremely 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 reinforce 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
• Activity automation
• Digital assistants for voice, chat, and textual content channels

Nextiva: There’s One thing for Each Enterprise

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

Nonetheless, Nextiva stands out with its broader give attention to 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 recognize what Five9, Talkdesk, and Nextiva can supply a enterprise, the selection is obvious: once you want a sturdy contact middle platform, you may’t go incorrect with Nextiva.