Five9 and Amazon Connect compete in the cloud-based contact center solutions category. Five9 seems to have the upper hand in agent efficiency tools and CRM integration, while Amazon Connect shines with AWS integrations and ease of use.
Features: Five9 offers intelligent virtual agents, screen pops, and transcription services, enhancing agent efficiency. It provides workflow automation and seamless CRM integrations. Amazon Connect integrates with AWS services providing customizable call flows and real-time analytics. It facilitates easy communication between local data centers and offers a pay-as-you-go model.
Room for Improvement: Five9 could enhance call quality and email channel integration and improve its SMS and pricing structure. Amazon Connect could refine its cost structure for smaller volumes, enhance Workforce Management capabilities, and expand communication channel support.
Ease of Deployment and Customer Service: Five9 offers a reliable public cloud deployment model known for simplifying scaling, with responsive customer service noted for its precision and follow-up. Although Amazon Connect provides multiple public and hybrid cloud deployment options with responsive support, some find its technical support less comprehensive for complex scenarios.
Pricing and ROI: Five9 provides flexible pricing with utility-based models, offering cost savings over traditional solutions, enhancing workforce management efficiency. Amazon Connect's pay-as-you-go model can vary based on usage but proves cost-effective for those leveraging its cloud-native features, offering value through scalability and integration capabilities.
Support is available via web, phone, and email based on incident priority.
The technical support for Five9 has been exemplary.
Five9 offers multiple support options.
Amazon Connect is scalable and supports both small and high-volume contact centers with consistent performance.
We face scaling issues, especially when trying to scale up bigger contact centers.
There have been no outages experienced so far.
In my experience, I have not encountered major downtime.
During training and demos, resiliency tests failed, which was not ideal.
Integrated voice and SMS from the console.
I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch.
Five9 should provide free training resources for end users, including agents, supervisors, and admins.
The solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues.
Rated four out of ten in terms of expense.
They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems.
The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed.
Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies.
The ability to automatically populate borrower details when the call comes in using the Loan Pop feature enhances call efficiency dramatically.
It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution.
Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.
Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.
What are the most important features of Amazon Connect?Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.
Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.
Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:
Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.
According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.
Below are several quotes from Five9's users:
Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.
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.
