Flexible, scalable, and ready for anything, a contact centre in the cloud is a valuable investment for any business these days. More than ever before, companies are shifting into the world of CCaaS, in search of a customer service solution adaptable enough to suit any environment.
As every company searches for new ways to boost customer experience, the CCaaS environment continues to evolve, with exciting new technology appearing all the time. Two of the top companies leading the way in this landscape are Five9 and Genesys.
If you’re looking for a sensational CCaaS environment built for improving your conversations with customers on a significant scale, you’re in the right place. Here’s what you need to know to make the choice between Genesys and Five9.
Five9 Contact Centre: Features
The intelligent cloud contact centre from Five9 promises companies a new way to reimagine customer experiences in an immersive and scalable cloud environment. The cloud contact centre empowers agents in any environment to have more valuable conversations with customers. More than just an all-in-one environment for contact centres, the solution also includes workforce optimisation too.
With a host of features to explore, from intelligent virtual agents to artificial intelligence tools offering insights into customer sentiment and trends, Five9’s cloud contact centre can instantly transform your CX strategy. Features include:
- Global voice and digital engagement for a full omnichannel experience
- Customer relationship management integrations and SDKs
- Comprehensive customer journey tracking and insights
- Agent desktop with customisable environments for better employee experience
- AI agent assist to help streamline the path to resolution
- Reporting and analytics with custom KPIs and metrics
- APIs and SDKs built for flexibility in any space
- Workforce optimization and workflow automation
- Supervisor tools to monitor and improve agent performance anywhere
- Engagement workflow with self-service, routing, and agent guidance
- Real-time data and custom dashboards
- Five9 artificial intelligence with sentiment and trend analysis
- Workforce optimization with performance and quality management
Five9’s all-in-one cloud contact centre helps companies to reimagine their approach to customer experience and achieve incredible business results. The intelligent cloud contact centre ensures companies can engage their customers on the channels they prefer, while accessing useful features like AI insights and automation.
Genesys Cloud CX Features
The comprehensive Cloud CX environment is the best-known offering from Genesys for CCaaS, bringing digital and phone channels together for an omnichannel experience. The Cloud CX environment comes with everything companies need to build more personalized and memorable experiences for customers, including integrations to leading CRM tools.
Companies can tap into immersive analytics to develop a better understanding of the customer journey and generate brand loyalty. There’s also access to self-service solutions where customers can get quick answers to their problems through branded portals. Features include:
- AI solutions for chatbots and virtual assistants, powering self-service
- Access to AI insights and assistants for agents, to improve performance
- Customized chat experiences combined across multiple platforms for context
- Immersive predictive analytics technology with task suggestions
- CRM integrations and connections to other leading tools for insights
- Connectivity to a range of channels like Apple Business Chat, WhatsApp, and Facebook Messenger
- Co-browsing to help agents get a better insight into customer issues
- Inbound contact centre routing with intelligent skill-based strategies
- Screen pops and notifications for agents to provide them with useful client information
- Outbound contact centre with predictive and progressive dialling
- Automated customer call back, SMS notifications and push notifications
- Workforce management with built-in forecasting and scheduling tools to keep you ahead of demand
- Extensive training systems and interaction analysis
- Supervisor tools with monitoring and barge-in functionality
- Insights both into real-time metrics and historical performance in the contact centre
With everything from proactive machine learning to help you better understand your customer journey, to extensive workforce management tools, Genesys has everything you need to build a more productive contact centre. The Cloud CX solution from Genesys enables everything from digital conversations through channels like Facebook and WeChat, to self-service solutions.