Selecting a contact heart answer for a enterprise requires a ton of analysis, particularly within the late phases of narrowing down your decisions. Amped-up advertising makes options seem nearly related till you dive slightly deeper.

Once you’re evaluating RingCentral vs. Five9, you possibly can deal with a number of areas to make your determination simpler. Right here, we’ll spotlight these areas and examine the platforms intimately to uncover the professionals and cons of every.

We’ll additionally check out how Nextiva stacks up towards these two common contact heart options.

RingCentral vs. Five9: Evaluating the Advantages

Let’s discover RingCentral and Five9 and their respective strengths in accordance with our analysis and the shopper suggestions we discovered on-line.

RingCentral: The professionals

Established in 1999, RingCentral permits groups and companies to attach anytime, anyplace, and from any system. Its advantages for customers are listed beneath:

Outbound calling

RingCentral’s outbound calling options embody progressive, predictive, and preview dialers to spice up agent productiveness and scale back guide dialing. Clever name suppression makes real-time changes to the dialing record when a buyer takes motion, which might be finishing their cost or submitting a do-not-call request.

RingCentral permits admins to order prospects for a particular agent utilizing agent filtering. Merely guarantee that you’ve an up to date lead record to compile, add, and assign to totally different outbound calling campaigns. You possibly can allow this at a dial group degree.

Omnichannel options

RingCentral routes buyer queries throughout varied channels, together with emails, SMSs, social media, voicemail, and reside chats. Incoming calls are despatched to interactive voice response (IVR) to find out prospects’ considerations. For instance, whenever you hear, “press 1 for account particulars,” that’s an IVR in motion.

The computerized name distributor then queues inbound calls based mostly on the IVR response and the brokers’ experience and expertise. You possibly can configure omnichannel routing based mostly on an agent’s availability, capability, and customized routing methods.

Analytics and reporting

RingCentral gives detailed analytics, together with speech, textual content, and predictive analytics to point out what’s taking place in actual time. These reviews enable companies to determine and troubleshoot pressing points, lowering total ticket quantity and time-to-resolution via alerting and high quality scoring.

RingCentral’s reviews spotlight historic patterns and workflows, making it simpler for companies to acknowledge bottlenecks and acquire insights into buyer journeys. The reviews cowl a world system’s well being, community, endpoints, rooms, and gadgets.

Integration throughout platforms

RingCentral integrates with over 300 enterprise functions, together with Google WorkSpace, Microsoft Groups, Slack, and common CRMs like HubSpot and Salesforce. It provides communication workflows to the instruments companies use day by day via APIs to extend productiveness.

The automation quickens the gross sales cycle and ensures you get insights into each name. Integrations convey admin and operational processes collectively on the shopper help entrance to enhance your organization’s help supply.

Five9: The professionals

Two years after RingCentral’s inception in 1999, Five9 arrived, providing a aggressive cloud-based contact heart answer. Right here’s what prospects like in regards to the platform.

Outbound calling

The platform’s predictive dialer automates outbound dialing, saving brokers time. It calculates what number of calls to dial, contemplating the connection charges, real-time information, and historic agent statistics. It permits a progressive dialer to position calls based mostly on agent availability so you possibly can see the order by which your brokers will work on calls.

That is carried out in compliance with the Phone Shopper Safety Act, which prevents any automated dialing that isn’t compliant with the laws.

Omnichannel options

Five9 permits organizations to interact with prospects throughout a number of channels, together with voice, electronic mail, SMS, net chat, video, social messaging apps, and extra, from a single desktop. This helps enhance buyer satisfaction whereas concurrently lowering agent effort.

It additionally gives self-service and gathers buyer intent over a name with speech-enabled IVA or on a cell system with visible IVR.

Analytics and reporting

Five9 gives complete, real-time name heart analytics and reporting instruments. It supplies over 120 pre-made reporting templates and customized analytic parameters. You should utilize information visualization and drill-down capabilities to achieve insights and make data-driven selections.

The interplay analytics function makes use of pure language processing to course of dialog insights. This function works with 28 totally different languages, serving to you analyze sentiments in your buyer’s language.

Integrations

Five9 seamlessly integrates with main CRM software program resembling Salesforce, ServiceNow, Oracle, and Zendesk. These integrations assist firms ship a outstanding buyer expertise whereas rising agent productiveness.

Such integrations assist brokers work seamlessly throughout apps with out endlessly switching platforms.

Take a look at: Nextiva’s Five9 integration that allows seamless VoIP connectivity between the 2 programs

Five9 vs RingCentral: Evaluating the Drawbacks

Whereas each platforms have among the finest options and advantages accessible, additionally they have shortcomings.

RingCentral: The cons

Though the RingCentral contact heart answer gives a spread of options, there are some cons that it is best to look out for, together with: 

• Complexity: Whereas RingCentral’s interface could look comparatively straightforward to make use of, it’s straightforward to get misplaced between a number of submenus and widgets. This makes it tough to seek out the web page you’re on the lookout for. The big selection of options can even overwhelm smaller groups with restricted IT help.
• Pricing: The fundamental RingCentral plan is fairly priced, however it excludes many important options, resembling 24/7 help, limitless audio conferencing, and integrations. With its complete options, the premium plan comes with a hefty price ticket, making it unaffordable for a lot of small and medium companies.
• Integration: Regardless of its 300+ integrations, some customers have reported difficulties establishing and customizing these integrations for his or her current workflows. Some have additionally skilled below-par customer support whereas coping with the RingCentral staff.

Five9: The cons

Beneath are a few of Five9’s notable cons. Contemplate these when selecting a contact heart answer for your online business.

• Steep studying curve: Five9’s consumer interface is relatively straightforward and intuitive, in contrast to RingCentral’s. Nonetheless, the extra superior options usually require extra detailed and in-depth coaching to get brokers in control. This makes it tougher to coach new customers or groups with restricted contact heart software program expertise.
• Price: Like RingCentral, Five9’s premium options, resembling analytics capabilities, include a hefty price ticket. Their Core and Digital plans require companies to decide on between voice and digital, and corporations should pay extra for the omnichannel answer.
• Technical points: Companies utilizing Five9 sometimes report technical glitches and reliability points that have an effect on their name high quality and system efficiency. Additionally, as a result of its complexity, establishing Five9 for companies can require a big time funding.

Exploring a Third Choice: RingCentral vs. Five9 vs. Nextiva

Nextiva entered the market in 2006, providing a extra aggressive contact heart answer than RingCentral and Five9. Beneath are some options and capabilities that make Nextiva a most well-liked answer for customers:

Complete suite

Nextiva gives companies a one-stop store for managing buyer communication. It streamlines your VoIP telephone system, CRM, and buyer expertise administration to ship an entire answer to customer-facing groups. This manner, groups keep away from the complexities of navigating fragmented and siloed functions.

Consumer-friendly interface

RingCentral and Five9 make it difficult for companies with comparatively much less intensive IT help to undertake and use the answer.

Nonetheless, Nextiva supplies a user-friendly and intuitive interface, making it simpler for the customer-facing staff to ramp up rapidly and focus extra on delivering a greater buyer expertise. It’s additionally straightforward to arrange and implement, making it much less trouble for admins.

Distinctive buyer help

Nextiva’s help groups can be found 24/7 to supply first rate buyer help. Whether or not you’ve gotten a problem establishing your system or a feature-related question, you possibly can ping Nextiva’s help anytime for fast decision.

Nextiva stands for distinctive customer support, empowering companies to help their prospects promptly and effectively.

Aggressive pricing

Not like different choices, Nextiva’s pricing is cost-conscious. It gives superior options like auto dialer, name recording, name routing, and analytics, and when paired with its affordability, it helps companies of all sizes. The answer eliminates costly {hardware} or heavy upkeep and supplies a cloud contact heart answer. It may be extremely cost-effective for numerous enterprise wants.

Reliability and scalability

Nextiva gives a dependable service you could scale as your online business grows and its communication wants evolve.

The answer guarantees a 99.999% uptime to assist enterprises all the time be approachable to their prospects. The platform updates real-time community standing, so if there are any system efficiency points, you’ll immediately obtain notifications.

Nextiva additionally delivers a broad information base and FAQs to help self-service customers going through difficulties or confusion.

Verdict: Add Nextiva to Your Contact Heart Shortlist

RingCX and Five9 supply aggressive name heart software program and have their strengths. Nonetheless, for those who’re on the lookout for extra performance, ease of use, and help at a decrease price, Nextiva is your best option.

We’ll backside line it for you:

• Truth: Nextiva has increased buyer satisfaction than RingCentral and Five9 (G2)
• Truth: Nextiva is the best-rated contact heart infrastructure answer (G2)
• Truth: Extra customers advocate Nextiva over RingCentral or Five9 (Gartner Peer Insights)

That’s why we persistently obtain an total increased ranking than RingCentral or Five9:

Nextiva gives a holistic and built-in communication answer for companies of all sizes. It’s simpler for admins to arrange and customer-facing groups to make use of, making it a go-to contact heart answer for high manufacturers.