In recent years, cloud contact centres have evolved. The flexibility and scalability of the cloud makes it an excellent opportunity for companies that want to access next-level features for a low cost. As we head towards the UC 3.0 environment, where more companies are moving into a digitally disruptive environment, the way we review contact centre solutions has to change.
Today, the most valuable decisions happen when we consider the various “experiences” that a piece of software can deliver. It’s not just the experience of your customer that matters, but also user experience, business experience, and team experience too.
As two of the leading omnichannel and cloud-based contact centre solutions available today, we took a look at how Five9 and Talkdesk measure up in the era of UC 3.0.
Five9 vs. Talkdesk: User Experience
A contact centre needs to be easy for your employees to adopt if it’s going to have a resounding impact on your company’s performance. Talkdesk delivers a straightforward contact centre solution with their “Callbar” software, a pop-up service that allows team members to view caller details without jumping from one tab to the next.
Talk Desk’s contact centre is also highly adaptable. You can implement and enhance your contact centre with IVRs, unique routing flows, and more without any previous coding skills. There are even third-party integrations available through the flexible, cloud-based “App Connect” market.
Talkdesk is built entirely on CPaaS cloud foundations. That means that you can integrate the features you need for your contact centre into your existing tools and processes. There’s no need to rip and replace your environment. This can help maintain a consistent UX for your agents and teams.
Additionally, it’s possible to leverage Talkdesk using your preferred telecom provider with xConnect. That means you can easily enjoy all the feature of your favourite providers, including numbering.
User experience features:
- CPaaS
- Bring your own provider
- PBX Call routing, IVR, Auto attendants, etc
- Extensibility and customisation
- No specialist equipment required
- Available for small to large teams.
Now let’s take a look at Five9.
Five9’s contact centre comes with everything you need to make your team more productive. Smart diallers ensure that your agents have more time connecting to the right prospects, and intelligent routing always sends customers to the right agent. On-screen caller info also ensures that all conversations are contextual.
There’s no specialist hardware required to run your Five9 experience; all you need is your computer and internet connection. Five9 also works in all call centre environments, including inbound, outbound, and blended.
Like Talkdesk, Five9 offers the opportunity to use lines from your favourite providers, like AT&T and Comcast, and there’s support for between 3 and thousands of agents, depending on your business size.
With global presence, Five9 ensures that you can enjoy carrier-grade voice from points of presence around the world. Five9 boasts global Dial-in number availability and local breakout to your PSTN.
User experience features:
- Cloud-based CCaaS deployment or CPaaS through APIs
- Global presence with data points around the world
- Bring your own provider
- PBX Call routing, IVR, Auto attendants and more
- No specialist equipment required
- Available for small to large teams.
Five9 vs. Talkdesk: Team Experience
We’re seeing a huge increase in the demand for team-based tools in today’s communication environments. The better your team can collaborate, the more likely it is for them to get work done effectively.
Talkdesk provides state-of-the-art collaboration support in various ways. For instance, Talkdesk agent assist uses AI to empower your workers with intelligent guidance and support. It can intuitively deliver action suggestions to users and provide employees with customisable alerts in real-time.
For next-level collaboration, Talkdesk offers a native integration with Slack. With the Slack integration, you can set up real-time alerts, establish automated triggers, and streamline communications with instant messaging. What’s more, because Talkdesk is a CPaaS tool, it also offers APIs so you can integrate it with your existing workflow.
Team experience features:
- Integration with Slack for collaboration
- Virtual assistant with Talkdesk Agent Assist
- App Connect for integrations
- APIs for CPaaS integrations.
Five9 also believes that companies should be able to leverage the knowledge of their entire team whenever they need it. That’s why the service integrates with your UC solution to provide real-time collaboration. Five9 offers a streamlined Skype for Business Integration, or you can choose from integrations with a range of other tools like Oracle, Zendesk, and Microsoft.
Five9 provides in-built customization for your integrations and comes with a range of productivity tools such as real-time messaging and click to call.
Like Talkdesk, Five9 is also capable of plugging into your existing tools thanks to a range of Five9 cloud APIs. You can add everything you need to your business, often with drag and drop implementation that requires very little coding.
- Integrations with Microsoft
- Comprehensive suite of integrations
- API solutions for CPaaS
Five9 vs. Talkdesk: Customer Experience
Customer experience is one of the biggest concerns that companies face today. Talkdesk ensures that users can meet and support their customers anywhere through a complete omnichannel solution. Talkdesk supports email, live chat, social messaging, SMS, and more. There’s even a social listening feature to keep your agents on top of the conversation, and an in-built chatbot builder for self-service.
To guarantee stronger interactions, Talkdesk also comes with quality management and WFO software. You can track the performance of calls, determine which of your agents are doing the best, and even record calls for training purposes. Supervisors can send call coaching suggestions via Slack, and dive into the details of calls through voice and sentiment analysis.
The Workforce Management solution comes with an immersive employee portal where individuals can manage their day-to-day activities, forecasting, and scheduling.
The Talkdesk visual IVR also allows customers to see navigation options and choose the direction of their conversation. This provides a better self-service opportunity to modern consumers.
Customer experience features include:
- Customer self-service with visual IVR and chatbots
- WFO and WFM software
- Call coaching via Slack
- Omnichannel SMS, email, social media, voice and video
- Call recording and analytics (sentiment analysis)
Five9 also helps companies to bridge the gap between the growing range of communication channels with Omnichannel support. You can empower your agents across SMS, voice, video, social media, and more with intelligent routing to ensure the right conversations are supported every time.
Five9 uses predictive analytics to track the customer journey and make sure you’re connecting with clients at the right time. CRM and UC integrations mean you can provide a truly personalized experience. What’s more, the Five9 Agent Desktop plus ensures that your employees always have access to the right contextual data.
Self-service technology and chatbots are available to help guide customers towards the answers they want. What’s more, you can monitor quality and empower your teams with WFM features too. Five9’s WFM solutions include gamification and rewards dashboards, real-time feedback, and agent rankings.
Customer experience features include:
- Customer self-service and intelligent routing
- WFM monitoring and gamification
- Omnichannel SMS, email, social media, voice and video
- Call recording for training
- Analytics and reporting
Five9 vs. Talkdesk Business Experience:
Talkdesk is all about giving companies the enterprise level performance they need in a simple cloud environment. The micro-services architecture ensures unmatched call quality, availability, and global scalability. You can connect your teams to the tools that they use every day to ensure that productivity isn’t lost. What’s more, for security, Talkdesk goes above and beyond.
Enterprise-class security is at the heart of everything that Talkdesk does. The software is GDPR compliant, certified with SOC2 type 2, and established by frameworks like PCI-DSS, HIPAA, NIST, and ISO 27001/27002.
Talkdesk also offers a unique service called PCI payment assist, which integrates with major payment providers to provide customers with the payment solutions they’re looking for.
If you’re concerned about pricing, Talkdesk offers quote-only prices for both enterprise and “professional” needs.
Business experience features include:
- Integrations with leading tools like Google, Salesforce, and more.
- APIs and CPaaS for extensibility
- Security protection with ISO 27001/27002
- GDPR, PCI and MiFID compliant
- High resilience and global availability
Five9 is committed to providing reliability and dependability in the cloud. Using the latest technology in data centres around the world, Five9 keeps your contact centre running. The Five9 data centres support over 3 billion customer interactions a year using a distributed server farm. The data centres are audited regularly under SSAE 16 standards, or AICPA AT 101.
APIs and integrations mean that Five9 can adapt to your needs. You can integrate easily with solutions like Salesforce, Zendesk, and Microsoft. There’s also plenty of state-of-the-art reporting available too so that you can track your performance.
Five9 strives to keep companies compliant with GDPR and offers trustworthy cloud computing with SOC 2 certification, CSA compliance, PCI DSS standards, and CPNI regulations. Five9 is also HIPAA compliant and keeps data secure according to ISO 27001/27002 standards.
For pricing, Five9 is highly flexible with month-to-month or annual contracts based on your number of seats.
Business experience features include:
- Security protection with ISO 27001/27002
- GDPR, PCI and MiFID compliant
- High resilience and global availability
- Certifications from ISACA, Cloud Security Alliance and SANS Institute
- Integrations with leading tools like Google, Salesforce, and more.
- APIs and CPaaS for extensibility
Is Talkdesk or Five9 right for your UC 3.0 environment? Let us know below!
