Contact Center Comparisons

Dialpad vs Five9

There are a number of factors you’ll want to consider when choosing your contact center solution. Comparing each vendor can be time-consuming and confusing, but the platform you choose can empower your agents to provide customers with excellent service and keep satisfaction high. We’ve helped simplify the process by creating some quick guides on different contact center software providers. Here’s an overview of how Dialpad compares to Five9.

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Dialpad and Five9 both offer cloud-based contact center platforms that integrate with existing popular CRM solutions. This allows them to be scalable, accessible from anywhere with an internet connection, and secure. However, while they offer many similar features, there are some key differences.

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Easy Deployment

Getting started with Dialpad is as easy as downloading the app and logging in with your email. You can deploy Dialpad across all your devices in minutes to save time and keep your IT department freed up for other things.

Five9 is hosted in the cloud and can also be set up directly on users’ devices. However, as an enterprise-focused solution, it has a lengthier sales process and requires teams to help with the installation, as well as a longer training period.

Unified Communications

Dialpad combines unified communications (including calling, messaging, and email), collaboration, and video conferencing capabilities with the contact center platform, for a full suite solution. Additional channels are supported through seamless integration with Salesforce or Zendesk.

Unlike Dialpad, Five9 is not a unified communications platform, and is focused solely on the contact center. While it does combine contact center tools such as calling and email on a single platform, adding UCaaS solutions requires Five9 to offer a specific integration with special software adaptors.

Unified Controls

All call controls are available from a single app, which works on all of the devices you already use, and reduces learning time.

Five9 uses a unified Agent Desktop to provide a single screen experience.

Integrations

Dialpad integrates with CRM and service platforms such as Salesforce and Zendesk, allowing agents to access customer information on every call. Dialpad also integrates with platforms like G Suite, Office 365, Slack, and more.

Five9 integrates with leading CRM packages, such as Salesforce, Oracle, and NetSuite.

Scalability

Dialpad leverages the Google Cloud platform’s autoscaling capability to quickly add new agents or remove accounts as needed.

Five9 uses Amazon Web Services to host its infrastructure, which includes auto scaling capabilities.

AI Support

Dialpad uses AI-powered Voice Intelligence (Vi) to automatically transcribe calls and analyze them for sentiments, questions, and more. Vi also takes notes, provides insights, and highlights action items after each call.

Five9 offers Virtual Assistants and Agent Assist with transcriptions, call summaries, and real-time coaching.

Call Center Analytics

Dialpad offers real-time metrics to highlight key information, such as average speed to answer, agent availability, your contact center’s busiest times, and team productivity. All information is organized using a clean and easy-to-understand analytics dashboard.

Five9 uses analytics to track and measure KPIs as well as provide actionable insights.

Customer Insights

Dialpad’s Vi provides insights into customer sentiment in real-time during the call. Your agents will receive real-time guidance based on insight analysis to help ensure every customer ends the call satisfied.

Five9’s Agent Desktop includes a visualized customer profile and customer experience analysis.

Real-Time Coaching

Dialpad provides real-time conversational assistance through speech analysis, helpful pop-up reminders, and customer assistance cards that provide coaching and information during the call.

Five9 includes real-time coaching and knowledge base integrations to assist agents during calls.

Multiple Channel Interaction

Dialpad lets contact centers connect all the channels their teams use for customer support - voice calling, video conferencing, messaging, and more. Additional channels are supported through seamless integration with Salesforce or Zendesk.

Five9 supports omnichannel call centers with social, mobile, email, and chat channels. Customer information is saved so agents can instantly identify them.

Security

Dialpad is SOC2 Type II compliant, GDPR compliant, Privacy Shield compliant, is a member of the Cloud Security Alliance, and is HIPAA compliant. The platform is fully encrypted to protect data in transit and at rest.

Five9 is SOC2 Type II compliant, GDPR compliant, PCI compliant, compliant with FCC regulations for CPNI, and is HIPAA compliant.

Unified Communications

Dialpad offers a unified communications platform that combines voice, video, messaging, and more with a Contact Center as a Service (CCaaS) solution. This brings high-quality communications features to the contact center, complete with all the ease of use and features of a unified communication solution for an even smoother, more efficient contact center experience. Dialpad can be used for internal communications and contact center communications alike, even enabling employees to seamlessly switch to being contact center agents while on a single platform. Five9 is focused on contact centers, so it does not bring the same full suite of unified communications tools.

AI, Insights, and Real-Time Coaching

Dialpad offers AI-powered Voice Intelligence (Vi), providing real-time transcriptions, analysis, and insights into every call. Vi offers coaching during the call, including tips for contact center agents and information pertinent to the caller’s questions.

Contact center managers can set up Real-Time Assist cards to help with training and ensure agents have the information they need and when they need it. After the call, Vi provides transcriptions with action items highlighted and information sorted. Vi empowers businesses and employees to be more productive, focused, and organized with every call.

Unified Interface

How much time do your employees spend switching between disparate systems? Using multiple systems to handle calls, messaging, video conferences, and so forth can get confusing and unwieldy. A single, unified interface that encompasses all your contact center’s communications can improve productivity and eliminate sources of confusion while reducing costs that would otherwise go towards multiple systems. Your contact center tools will all be available in one place, with familiar and easy-to-understand controls that make communication easy and efficient.

Predictable Pricing

Dialpad provides much lower TCO (total cost of ownership) from unified Inbound and Outbound customer engagement and telephony — all in an AI-powered application to handle your business communications, calling queues, and coaching.

Dialpad dramatically reduces your IT and admin costs, with cloud deployment and self-configuration in minutes, enabling anywhere access, AI, and team coaching for agents and supervisors, even on mobile apps.

Dialpad offers predictable pricing based on how many agents you have. There are no other hidden fees - everything is included, such as AI and recording. This helps companies of all sizes scale to the size they need while staying within their budget, with no surprises.

Learn more about Dialpad’s contact center system.