Five9 vs Unity: Which Cloud Contact Center Do I need?

As businesses learn the rewards of cloud make contact with centre answers, they can come to be confused by the vast range of suppliers, platform forms, and characteristic sets out there.

This post will assistance you fully grasp the variations concerning two popular get in touch with centre remedies – the Nextiva Get hold of Centre run by Five9 or the Unity Get in touch with Centre. Each selections can enable you streamline your business enterprise, lessen expenditures, and increase client services. 

But comprehension which is a far better fit for your enterprise requirements will enable you choose the following ways to improve your get in touch with center capabilities and take pleasure in the benefits.

What is Five9?

59 is a foremost cloud speak to heart program company that has partnered with Nextiva’s organization cell phone expert services to generate the Nextiva Speak to Heart, an built-in customer engagement answer built to present clients with Nextiva’s Wonderful Service® and sector-major specialized abilities.

The Nextiva Make contact with Middle features the comprehensive positive aspects of a Unified Conversation as-a-Service (UCaaS) and Contact Heart as-a-Service (CCaaS) platform, streamlining your omnichannel consumer provider encounter into a solitary level of speak to. 

Nextiva Get hold of Center Pros

Ideal-in-course Omnichannel Communications

The Nextiva Contact Heart enables your agents to get the job done with clients making use of a huge array of well-liked buyer contact channels, which include cell phone, e mail, textual content messaging (SMS), social media, and world wide web chats. 

Our Clever Virtual Agent (IVA) and Interactive Voice Response (IVR) capabilities also make sure that prospects can interface by natural means with cell phone methods, frequently directing them selves to data without having needing are living agent make contact with.

Purchaser Record records and CRM integration allow for your agents to tailor their help to suit each individual customer’s particular profile and journey. And with our Sentiment Assessment capabilities, you can improved observe tendencies in purchaser gratification.

Outbound Campaign Management

The Nextiva Make contact with Center’s abilities consist of outbound dialer capabilities for outbound campaign administration. No matter whether managing a consumer comments study or orchestrating a demand gen marketing campaign, you can access various critical outbound dialer characteristics, which includes progressive, predictive, power, and preview mechanisms to achieve and take care of more shopper interactions. 

Ideal-in-Course Analytics and Reporting

The Nextiva Get in touch with Heart empowers your business with supervisor and agent reviews to enable genuine-time reaction to predicaments while collecting lengthier-phrase facts for craze analysis. Supervisors can silently keep an eye on agent/consumer interactions, use their dashboard to alter agent availability/queues, and perform quality regulate checks on the fly – all while currently being supported by a full suite of studies on present-day speak to centre functions.

Nextiva Get hold of Centre Downsides

A Powerful Alternative Developed for Straightforward Scaling

The Nextiva Speak to Middle gives a complete ideal-in-course speak to centre experience and is intended to assist corporations with even thousands of agents. 

But if you are a smaller business enterprise owner with a modest shopper assist or connect with center operation and do not foresee expansion or scaling demands, you may possibly uncover some attributes are overpowered for your objectives.

Comprehensive Cloud Capabilities

The Nextiva Get hold of Middle permits your business enterprise to appreciate the complete advantages of a cloud contact middle and company telephone service ecosystem. 

But if your small business is operating BroadSoft PBX and ACD deployments, you may locate that the Unity Get in touch with Heart is a more quickly and much more proper alternative for your recent aims.

What is the Unity Get in touch with Center available by Nextiva?

Unity Make contact with Heart is a turnkey, increase-on, light-weight connect with centre company for BroadSoft Hosted PBX and ACD deployments. It is designed to increase these existing expert services with a call centre hub for your buyer assistance functions. 

Because the Unity Speak to Middle does NOT supply outbound dialing solutions and is designed for modest-to midsize companies with up to 50-brokers, it is meant as a purely inbound client assistance operation.

Unity Call Centre Pros

Multichannel

The Unity Speak to Centre delivers you with the significant multichannel support platform you want to assistance buyers in important channels, including cellular phone, e-mail, net chats, texting, and social media. This can characterize a substantial step forward in your consumer services capabilities in excess of a traditional contact-only infrastructure.

Interactive Voice Agents

A different critical reward about standalone ACD deployments will be our Interactive Voice Agent (IVA) abilities. IVAs are an productive way for prospects to learn standard facts and execute easy or repetitive duties around the mobile phone devoid of needing a stay agent. 

Lessen Expense and Complexity

If you are looking for an affordable and basic way to add CCaaS capabilities to your buyer provider software, the Unity Speak to Center may be the best alternative. Its turnkey abilities can spare you the value and instruction time that may possibly appear with a broader UCaaS implementation. And for the reason that it integrates into main CRMs, you can nonetheless love the gains of a related client support/management atmosphere.

Unity Get in touch with Middle Drawbacks

Confined Scaling 

The Unity Get in touch with Center is built for tiny firms seeking a turnkey CCaaS platform. If your company expects to scale outside of 50-brokers in the potential, you may discover that the complete Nextiva Get hold of Center is a better upfront investment decision to get ready for swift upscaling and additional strong get in touch with centre capabilities.

Continued Bodily IT Demands

The Unity Call Centre assumes your company will continue to use PBX/ACD devices that may well be much less suited to long run transformations from on-premises place of work operations to remote work eventualities. 

No Workforce Management (WFM) or Workforce Optimization (WFO) Capabilities

Unlike the Nextiva Speak to Heart, the Unity Speak to Centre does not present the WFM and WFO capabilities that let you to forecast agent staffing demands and increase their total effectiveness. These instruments can supply critical insights to your small business in the course of new development and expansion, primarily where by staffing and training costs are worried.

Nextiva Get in touch with Centre vs. Unity Make contact with Center: Element Comparison

Now that you have an understanding of the professionals and downsides of each individual platform let us briefly recap some of the immediate attribute comparisons in between the Nextiva Speak to Center (driven by 59) and the Unity Speak to Heart.

Omni-channel vs. Multichannel Capabilities

Just one vital big difference amongst the two platforms is that Nextiva Contact Center features omnichannel abilities. An omnichannel get hold of middle delivers a consistent buyer expertise across all channels (i.e., get in touch with, electronic mail, cell app-based mostly chat, web-site-primarily based chat, SMS (texting), and social media). 

Prospects not often need to enter the same facts two times and can function in the most hassle-free channel with no experience like provider high-quality or situations are staying affected. This is produced doable by committed systems, including omnichannel routing and a unified dashboard that provides a world watch of shopper exercise. 

Unity Contact Heart provides a multi-channel get hold of experience. This enables clients to pick out their favored channel(s) to have interaction with your organization, but there will be no info exchange involving channels. (A customer making use of world wide web chat might offer with a different team of brokers than if they place a cellular phone contact.) 

And because multi-channel speak to facilities do not give the continuity of an omnichannel working experience, the consumer may possibly have to make clear their circumstance to an agent just about every time they swap channels.

Supervisor Resources

Nextiva Contact Center presents reside agent checking, queue administration, display screen recording, and WFM/WFO capabilities. Unity, on the other hand, only does agent reviews and statistics. 

IVA and IVR

The two platforms offer you Interactive Voice Agent abilities to take care of standard duties. On the other hand, Nextiva Contact Heart also gives Interactive Voice Recognition and Sentiment Investigation to allow for customers to demonstrate their queries or difficulties obviously, improving upon routing and difficulty management..

Outbound Dialer

Unity Get hold of Middle is created for inbound communications only. 

Nextiva Make contact with Centre offers blended (inbound and outbound) communication abilities to enable you to take care of consumer aid and sales campaigns.

Integrations

Both applications help integrations to main CRM providers (i.e., Salesforce), but Nextiva Speak to Center has integration abilities to a broader suite of suppliers and equipment.

Nextiva Make contact with Middle vs. Unity Get in touch with Centre: Which is right for my company?

Picking the ideal cloud get hold of seller and middle is critical for the achievement of your organization functions. 

You will have to have to take into account your present and upcoming buyer support volumes, the sorts of efficiencies you think will support cut down your fees and the need to have for potential scaling. The most important variation, of class, may well be the sizing of your team and if you will need an outbound call centre. 

And pay out particular interest to if you want multi-channel or omnichannel capabilities. 

Chat to an professional now to examine which remedy is most effective for you.