Five9 and NICE inContact supply omnichannel contact middle as a service (CCaaS) software program with a voice over web protocol (VoIP) cellphone system. 

These contact middle platforms supply omnichannel routing throughout a number of channels, similar to voice, SMS, and social media. However what options and variations make one possibility higher than the opposite? Right here, we’ll dig into the variations between Five9 and NICE contact middle software program options. By the top of this text, you’ll know which CCaaS supplier is true on your firm. 

Five9 vs. NICE inContact: Evaluating the Advantages

Five9: Exploring the professionals

Under are some options that make Five9 stand out available in the market.

Unified chat expertise

Five9 states that 74% of consumers entry customer support utilizing three or extra channels. Five9 gives customers with a unified messaging interface to maintain these conversations in the identical place. It makes use of automation to convey all buyer interactions on e-mail, social media, SMS, or chatbot into one place. The platform routes conversations to probably the most appropriate agent utilizing clever omnichannel routing. 

Five9 presents a seamless messaging expertise and simplifies routine duties like sending appointment reminders or different crucial account updates. It permits brokers to instantaneously escalate reside calls into video conferences with display screen sharing to assist shoppers, rising buyer satisfaction.

Complete person interface

The Five9 desktop app’s agent interface lets brokers join with clients by way of completely different communication channels. Brokers can entry the shopper’s data and journey, making certain customized engagement. 

Brokers have the choice to watch a number of cellphone numbers concurrently, and varied brokers can collaborate on one cellphone quantity, enabling queue performance. The interface offers actionable insights into brokers’ efficiency metrics by way of visibility into their name distribution standing, wait instances, and so on. 

Any new inbound job could be simply tracked by way of notifications on the left-hand menu. The “My Exercise” tab permits brokers to view their actions and provides data like name logs and messages despatched, with particulars like discuss time, related campaigns, and feedback.

Dynamic cellphone system

Five9 presents HD voice high quality on 5 continents. The platform directs inbound queries to the correct agent primarily based on their abilities and availability. It permits brokers to share inbound name tasks and manage calls in a visible queue. The platform has an IVR that clients can navigate utilizing app-style buttons or dual-tone multi-frequency audio alternatives. 

With Five9, brokers document calls and transcribe the audio in actual time. These transcripts assist synthetic intelligence (AI) teaching, serving to enhance their efficiency.

Name middle supervisors monitor all incoming calls and brokers in actual time from their dashboards. Five9 helps outbound auto dialer software program with predictive, progressive, energy, and preview dialers. These instruments permit brokers to quickly dial giant teams of consumers based on preset campaigns, which could be configured in your CRM system or database. The corporate delivers strong name middle software program for numerous use instances. 

NICE inContact: Exploring the professionals

NICE inContact shares some professionals with Five9. However some stand out.

Various communication channels

NICE inContact helps brokers join with clients by way of greater than 30 mediums, that are categorized into seven channel sorts. One in every of these channels is voice, which helps options like autodialers. Brokers can reply to emails, ship messages, and publish on social media platforms, all by way of NICE inContact. 

You possibly can construct or import automated chatbots on the NICE inContact platform. It automates buyer messaging and lets brokers join with shoppers on reside chat to resolve their points shortly. 

Distinctive dashboard

NICE inContact’s desktop app dashboard, My Agent eXperience, presents a user-friendly, intuitive omnichannel inbox. It handles a number of clients, duties, and queues concurrently. The multichannel inbox additionally alerts brokers to new features, and brokers can monitor and reply to social media posts, messages, and inbound calls.

It forwards duties and lets brokers add feedback and notes for future reference. The dashboard offers full visibility into calls in queue, wait time, name historical past, voicemail, and each day schedules. It makes brokers extra productive, permitting them to raised plan their days and prioritize duties. 

Superior cellphone system

NICE inContact’s digital cellphone system presents world VoIP telephony able to making HD voice calls to over 130 international locations with 99.99% uptime. NICE inContact helps directors buy native and toll-free direct inward dialing numbers anyplace and handle them within the administrator portal. It makes worldwide operations seamless. 

The cellphone system contains built-in inbound routing and computerized name distributor expertise, directing calls to probably the most appropriate agent. The outbound autodialer performance makes proactive outbound calls from marketing campaign lists, decreasing the load on brokers. 

Five9 vs. NICE inContact: Evaluating the Drawbacks

Whereas each platforms have some unimaginable options, they’ve their shortcomings too. Let’s discover out what they’re.

Five9: The cons

Customers speak about challenges round implementation, interface, and some different issues whereas working with Five9. 

Under are some extra notable issues customers counsel looking for. 

• Intermittent login points: Whereas Five9 presents a unified chat expertise and an intuitive dashboard, many customers report points when attempting to log in. Some customers face intermittent login issues the place they’ll’t log in for brief intervals, resulting in operational disruptions. Furthermore, their troubleshooting expertise isn’t the most effective.
• Important delays: Many companies face vital lag of as much as three seconds between the time a caller picks up the cellphone and an agent responds. These delays can show to be costly, as firms can lose out on prospects due to them. 
• Steep studying curve: Five9’s superior options usually require extra detailed, in-depth coaching to get brokers up to the mark. The training curve makes coaching new customers or groups with restricted cloud contact middle software program expertise more difficult.
• Difficult person interface: Some clients have discovered the interface to not be very user-friendly and have persistently requested for a greater person interface. Throughout reside calls, customers have restricted entry to the keypad/dialer.
• Difficult experiences: Five9’s intensive reporting module could be a bit advanced for smaller companies that want easy reporting, making it complicated for customers to know.

NICE inContact: The cons 

NICE inContact’s reporting and forecasting module is difficult for some customers to know and navigate. 

Under are some things you need to take into account earlier than shifting forward. 

• Worth: NICE inContact comes at a premium worth with superior options, making it costly for a lot of small companies. Its pricing particulars are solely accessible on request, making it more difficult for companies to check with different options.
• Usability: Prospects really feel NICE inContact’s person interface is a bit outdated and clunky. The platform has restricted third-party integrations, making it difficult for firms to sync with different enterprise purposes. 
• Reliability: NICE inContact generally faces connectivity points and downtime, making it difficult for companies to proceed working. 

Contact Heart Comparability: Nextiva, Five9 & NICE

Let’s evaluate Five9 and NICE inContact with Nextiva, which has a score of 4.6/5, as per Software program Recommendation. The next desk offers you a fast overview of what to anticipate when working with these three platforms. 

As you possibly can see, Nextiva’s pricing is aggressive, given the vary of options it presents for contact middle personnel. The software gives glorious service throughout all plans, higher worth for cash, and superior buyer assist.

Under are some notable benefits of Nextiva over Five9 and NICE inContact.

• It’s appropriate for a lot of completely different industries: Roughly  78% of the individuals who reviewed Nextiva on G2 are workers of small companies, which reveals that Nextiva delivers inexpensive hosted contact middle options with nice ease of use. 
• It meets person expectations: Nextiva simply wins with regards to delivering a user-centric product. Of their G2 critiques, 2,465 Nextiva customers point out that it meets their necessities. 
• It presents high-quality assist: A complete of two,451 Nextiva customers declare that they obtain outstanding 24/7 assist from the crew, serving to them resolve points sooner. 

These knowledge factors are primarily based on G2’s comparability of the three merchandise, which was completed on April 4, 2024. 

Five9 vs. Nextiva comparability

Interested by how Five9 performs in opposition to Nextiva Contact Heart? We’ve received you. Right here’s a head-to-head matchup of the 2 platforms.

🔍 Dive Deeper: Is Five9 Higher Than Nextiva? [2024 Comparison]

Nextiva: A Versatile Contact Heart for Each Enterprise

Whereas Five9 and NICE inContact supply complete contact middle options, Nextiva combines the positives of each. It presents an easy-to-use platform that small companies desire due to its intuitive interface and simplified reporting capabilities. 

Nextiva provides affordability to superior options. It presents a number of pricing plans to assist firms choose one primarily based on their wants. 

For mid-market and enterprise companies, Nextiva delivers a complete set of options with the superior capabilities that larger firms require. It presents name recordings, APIs to combine with different enterprise programs, workforce engagement options, and a strong cloud platform to ship first rate buyer engagement and assist. You might have a complete data base to advertise self-service and allow clients to resolve points sooner.

🏇 Case Examine: Full-Throttle Communications Platform Constructed for an American Icon