Dialpad Ai Contact Center vs. Five9

Dialpad Ai Contact Center vs Five9: How are they different?

Both Dialpad and Five9 offer cloud-based contact center platforms that integrate with existing popular CRM solutions like Salesforce. This allows them to be scalable, accessible from anywhere, and secure. While they are similar in some areas, however, there are some important differences between Dialpad and Five9.

AI support functionality

Dialpad features built-in artificial intelligence that can help your contact center maintain call quality, automate coaching employees and agents, and annotate call recording timelines.

Dialpad Ai powers must-have contact center-related features such as:

• Real-Time Assist (RTA) cards that provide timely, relevant advice to agents, such as potential solutions to customer problems.

• Live call transcriptions that use language-learning algorithms for a high degree of accuracy. Supervisors and agents can review transcriptions while still on the phone and review the conversation while it’s still happening.

• Sentiment analysis helps contact center supervisors oversee teams of agents and quickly zoom in on calls that may need their attention.
  

• Chatbot / conversational AI that's easy to build and configure using a no-code interface, so that you can set up an automation workflow in minutes.

Five9 also has an AI feature, which they call Intelligent Virtual Agent (IVA). IVA powers chatbots, transcription, and real-time agent assist.

Range of unified communications capabilities

Dialpad is a complete, fully-integrated UCaaS + CCaaS solution that can serve the needs of every single aspect of your business—not just the call center. It combines voice and video call functionality, instant messaging, SMS and MMS into a cohesive package:

Agents can also enjoy advanced in-call coaching features such as Real-Time Assist cards (more on that in just a bit), screen sharing, customizable waiting rooms, and more.

You would think that a comprehensive solution like this would be scattered across different apps, sub-platforms, and devices, but no—Dialpad will work on any device: Windows, iOS, Android, and even web browsers. Your team can get up and running right away, with no fuss or hassle.

Five9 is mainly a CCaaS product, and their out-of-the-box capabilities reflect this. There are currently no native UCaaS features, and adding them in requires integration.

Zoom nearly acquired Five9⁺ in an effort to alleviate gaps across both companies’ portfolios. The potential acquisition fell through for a variety of reasons, but showed the market that Five9 lacked a UCaaS offering, while Zoom lacked compelling contact center functionality.

User experience

Contact center agents are under intense time pressure, and so the communication solution they use should be as streamlined as possible in order to help them power through the call queue.

Dialpad makes it easy for both agents and supervisors to work from any device they want. Again, all functionality is in a single location, which means that agents don’t lose time toggling between a bunch of different apps:

If agents need to step away from their desk, they can “flip” the call seamlessly from their computer to their cell phone—without interrupting the conversation.

Agent-friendly capabilities

One of the biggest benefits a contact center can receive from a CCaaS solution (whether Dialpad or otherwise) is the ability to coach and manage your agents.

In Dialpad, agents in need of support can reach out to experts across the organization from the same app while they’re still on the call. They can either send messages in real time, transfer the caller to the expert, or add the expert to the call and make it a conference.

Speaking of support, agents can be more effectively supported and coached on Dialpad thanks to features like sentiment analysis. Sentiment analysis allows supervisors to watch for conversations that aren’t going well, quickly join the call, and give guidance to the agent through in-app chat.

We already mentioned the AI-powered Real-Time Assist (RTA) cards earlier. But while both Dialpad and Five9 have this feature, Dialpad’s Ai solution also provides conversational and presentational advice, like moderating the speed or tone of the conversation.

Reliability and uptime

Contact centers have to be able to trust their communications platform to be as reliable as possible. Dropped calls and poor connections can easily damage your relationship with your customers—especially if it happens often.

That’s why Dialpad offers a 100% uptime guarantee for Enterprise plan customers.

Quality and quantity of integrations

In addition to its out-of-the-box capabilities, Dialpad offers a wide assortment of pre-built integrations with third-party apps. From major CRM and service platforms such as Salesforce, Playvox and Zendesk to specialized tools like Autoreach and Miro, these integrations can extend Dialpad’s functionality in a wide range of ways.

And if you can’t find a pre-built integration that fits your needs, you can always use integration platforms like Zapier or the open API to build out the functionality you want.

Customer support experience

Dialpad has won a Stevie® award for our excellent sales and customer service. Our team is available to help 24/7 through multiple channels like live chat (with people, not bots) and phone support.

We also provide detailed Help Center articles with commonly asked questions about our platform.

And if you need more training for your teams, we provide multiple training options: in-person, webinar, and both live and recorded video guides.

*five9.com/products/pricing

**five9.com/products/capabilities/conversational-artificial-intelligence-ai

***five9.com/partners/crm-service

^five9.com/trust

⁺spiceworks.com/tech/tech-general/news/zoom-five9-acquisition-fails