Amazon Connect vs Five9 comparison

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3,826 views|3,508 comparisons
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1,452 views|1,279 comparisons
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Top Answer:Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud… more »
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Ranking
3rd
Views
3,826
Comparisons
3,508
Reviews
0
Average Words per Review
0
Rating
N/A
4th
Views
1,452
Comparisons
1,279
Reviews
0
Average Words per Review
0
Rating
N/A
Comparisons
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Overview

Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We've now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

Designed from the ground up to be omnichannel, Amazon Connect provides a seamless experience across voice and chat for your customers and agents. This includes one set of tools for skills-based routing, powerful real-time and historical analytics, and easy-to-use intuitive management tools – all with pay-as-you-go pricing, which means Amazon Connect simplifies contact center operations, improves agent efficiency, and lowers costs. You can set up a contact center in minutes that can scale to support millions of customers.

Five9 is a cloud contact center solution that works for inbound, outbound, mixed, and omnichannel contact centers all around the world. Five9, which is powered by Practical AI, allows agents to provide excellent customer service via phone, email, chat, mobile, social media, and more. Five9 provides businesses with reliable, secure, compliant, and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

Five9 derives customer intent data to provide agents with next step suggestions before they pick up the phone, while the AI-driven Five9 Engagement Workflow uses NLP and intelligent routing to connect consumers to the proper agent. To triple agent conversation time, four dialing modes can be adjusted to skip no-answers and busy signals. To free up agents for high-value encounters, Five9's IVR with speech recognition can be used for basic client enquiries.

With real-time analytics and dashboards, you can track, evaluate, and report on the contact center's performance, and all interactions are automatically synced with CRM. The contact center can be up and running in days and scaled up or down depending on business needs.

Five9 Features

Five9 has many valuable key features. Some of the most useful ones include:

Empower your agents:

  • Workforce is optimized: So you can focus on your business, Five9 manages each WFO solution for you, from installation and configuration to maintenance and upgrades to the latest features.
  • Supervisor desktop: Supervisors may monitor and measure specific contact center operations in real time using the supervisor desktop, which is browser-based and totally customizable.
  • Management of quality and performance: Transparency in performance and continuous feedback keep everyone with Five9 login informed about where they stand and what they can do to improve.

Scale your business with AI:

  • Virtual agent: You can use the Five9 Intelligent Virtual Agent (IVA) to implement self-service assistance that is more conversational and engaging across voice and digital channels.
  • Agent assist: AI-powered technology that is enterprise-ready boosts agent productivity and efficacy by allowing them to be more informed, engaged, and customer-focused.

Move faster with the cloud:

  • Cloud migration: Cloud computing provides all of the rich capability of legacy on-premises systems, but with even more advantages, such as scalability, business agility, flexibility, reliability, and hands-off maintenance.
  • Digital engagement: Five9 Digital Engagement offers digital-first omnichannel experiences that connect your customers with the best agent for their requirements, regardless of whatever channel they use.
  • Interactive voice response: You can turn IVR, forms, and surveys into a visual, app-like experience with Five9 Omnichannel Mobile.

Improve efficiency with AI and automation:

  • Engagement workflow: Customer data and interaction context are easily collected and leveraged with Five9 Engagement Workflow.
  • Workflow automation: Continuously improve the client experience by swiftly deploying and iterating on automations.
  • Reporting and analytics: Get the data you need to track metrics on a daily, monthly, quarterly, or annual basis – and make modifications as needed.

Five9 Benefits

There are many benefits to implementing Five9. Some of the biggest advantages the solution offers include:

  • Raises agent and supervisor productivity
  • Connects the contact center to the business
  • Delivers greater revenue
  • Creates enhanced customer trust and loyalty
  • Your Five9 contact center can be up and running in days
  • All your agents require is a headset and access to the internet
  • There are no maintenance expenditures or hardware investments
  • There will be no costly integration initiatives
  • Simple Five9 login and customer support
  • Five9 frees up IT resources
  • Real-time performance reporting
  • Five9 manages your contact center infrastructure so you can focus on growing your business

Offer
Learn more about Amazon Connect
Learn more about Five9
Sample Customers
Capital One, Intuit, ChartSpan
SiemensPhone.comAmerican SupportCitrixNetSuiteGreenwood Hallhttp://www.five9.com/customers
Top Industries
VISITORS READING REVIEWS
Computer Software Company22%
Media Company10%
Comms Service Provider10%
Financial Services Firm9%
VISITORS READING REVIEWS
Computer Software Company21%
Comms Service Provider12%
Financial Services Firm9%
Healthcare Company7%
Company Size
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise10%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business27%
Midsize Enterprise15%
Large Enterprise58%

Amazon Connect is ranked 3rd in Contact Center Platforms while Five9 is ranked 4th in Contact Center Platforms. Amazon Connect is rated 0.0, while Five9 is rated 0.0. On the other hand, Amazon Connect is most compared with Genesys Cloud, Cisco Webex Contact Center, Avaya IX Contact Center, Zendesk Talk and Cisco Finesse, whereas Five9 is most compared with Cisco Webex Contact Center, Genesys Cloud, NICE CXone, Cisco Contact Center Enterprise and Cisco CCX.

See our list of best Contact Center Platforms vendors.

We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.