How do you thrive in the new business world?
It's not enough to have the best products or services anymore. Today's companies need to prove themselves through exceptional, unmatched experiences. In the era of UC 3.0, how you support your teams, your business goals, and your customers will all dictate the success of your business.
Contact centre technology, like the software available from Twilio and Five9, is far from a one-size-fits-all solution. To get the best results, today's organisations need to know how to evaluate their contact centres according to user, business, team, and customer experience.
Here, we'll be looking at leading providers Five9, and Twilio from the perspective of companies seeking a UC 3.0 environment.
Five9 vs Twilio: User Experience
User experience is how you ensure that your new contact centre solution is fully adopted by your business team. If your people aren't willing to use your technology, then how can you make sure it has a lasting impact?
Twilio Flex is a fully-programmable, CPaaS contact centre platform delivered through the cloud. It's one of the most flexible and innovative solutions on the market, designed to allow businesses to build their own environment via ready-to-use blocks.
Every aspect of Flex is ready-to-customise, including your agent desktop UI, call routing strategies, and more. The Flex experience also comes with all the tools you need to scale your contact centre with a vast network of advanced APIs.
Your contact centre will require no downloads, hardware, or complicated coding. Throughout the globe, Twilio serves more than 100 countries, with number provisioning and local presence to suit every environment.
User experience features include:
- CPaaS extensibility
- Fully-programmable contact centre
- Highly customizable tools
- No hardware or downloads
- Global presence in over 100 countries
Five9 also offers CPaaS functionality, though to a lesser extent than Twilio. The Twilio platform is arguably a lot bigger, but Five9 provides a lot of pre-designed templates you can use for integration with your favourite tools like Salesforce and the Microsoft ecosystem.
You won't need any special hardware to use your Five9 environment, and you can adapt your solution to suit outbound, inbound, and blended requirements. Five9 also allows you to bring your own provider into the mix, and take numbers from vendors like Comcast and AT&T
Like Twilio, Five9 provides an impressive global presence, which is excellent for peace of mind and resiliency. With global dial-in number availability and local breakout to PSTNs in your existing environment, it's easy to add Five9 to your current communication strategy.
- CPaaS or CCaaS deployment
- Global data resilience
- Bring your provider
- Range of highly customizable tools
- Available for small and large teams
- No specialist equipment or hardware required
Five9 vs. Twilio: Team Experience
A well-connected team is a productive team. When you're building a contact centre, you can't afford to think only of your front-end communications anymore. You'll need to consider the needs of backend employees too. Twilio allows you to add voice, messaging, and other collaborative experiences to your existing tool through their API environment.
With Twilio, you can instantly build on your company's favourite processes and applications with the Twilio API. There's even a specialist solution available for companies that want to explore the benefits of having their team connect over WhatsApp.
The Twilio WhatsApp API is currently in beta mode, but it's an excellent opportunity for companies who want to give their teams access to the tools they already know and love in the business environment.
Team experience features include:Remove featured image
- Twilio API for WhatsApp
- CRM and Sales tool integrations
- Twilio API extensibility to add features to your own apps
Five9 also offers support for your team collaboration efforts by integrating seamlessly with your UC solution. This means that you can have a connected front-end and back-end at all times. Five9 provides integrations with Oracle, Zendesk, Microsoft, Skype for Business, and many more.
There are plenty of in-built productivity tools that you can access via Five9 too, such as real-time messaging and click to call. With the Five9 cloud APIs, you can also add further tools and functionality to your in-office conversations with no need for excessive coding.
