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CCAAS PLATFORM COMPARISON
FIVE9 vs 8×8 CONTACT CENTRES
Which of these contact centre platforms is best suited to your business needs?
Five9 vs 8x8 contact centre platform comparison
Both Five9 and 8×8 contact centres are equipped with powerful features designed to enhance customer service operations. Both of these platforms provide robust omni-channel and AI powered contact centre functionality equipped with tools designed to enhance workflows, improve FCR, elevate the agent experience, and automate complex business processes.
If you are looking to work with a technology agnostic partner with extensive experience and outstanding customer service levels, you’ve come to the right place. Opus are the leading Five9 partner in EMEA and also the #1 8×8 partner in the UK.
What are the main differences between Five9 and 8x8?
Five9 Contact Centres
Why choose a Five9 contact centre?
Five9 is a fast-growth, AI-infused cloud-based contact centre solution serving all sizes of organizations. It delivers a comprehensive suite of inbound, outbound, and multichannel features that take advantage of AI from self-service to agent to supervisor.
Key Five9 contact centre features include:
Genius AI
Is a comprehensive suite of artificial intelligence solutions that integrates conversational and generative AI technologies to automate processes, enhance agent performance, and deliver personalised customer interactions within contact centres.
Agent Call Scripting
Provides agents with live transcriptions that use AI to deliver scripts tailored to each interaction’s purpose while ensuring consistent, effective and personalised communication.
Advanced Analytics
Offers unmatched traditional contact centre reporting with AI-enabled data analysis to monitor real-time and historical performance metrics, aiding informed decision-making.
CRM and UC Integrations
Seamlessly integrates with leading CRM and UC platforms, streamlining workflows, tapping subject matter experts and enhancing customer relationship management.
Intelligent Omnichannel Routing
Routes interactions to the appropriate agent based on context and customer intent, improving resolution times.
Digital Engagement
Enables inbound and outbound customer interactions across various digital channels, including social media, chat, and email, providing a unified customer experience. Five9 also supports fluid experiences whereby an interaction can move between channels.
Global Voice Capability
Facilitates the establishment of a global engagement centre without significant upfront costs.
8X8 Contact Centres
Why choose a 8x8 contact centre?
8×8 offers an AI-enabled, omnichannel cloud contact centre solution aimed at empowering agents and enhancing customer engagement across various communication channels.
Key 8×8 contact centre features include:
Omnichannel Support
Facilitates seamless interactions across voice, chat, email, and social media, ensuring consistent customer experiences.
AI Enhancements
Utilises artificial intelligence to provide intelligent routing and virtual assistants, improving response times and customer satisfaction.
Unified Communications
Integrates contact centre functionalities with broader communication tools, fostering collaboration within the organisation.
8×8’s recent platform enhancements include AI-generated post-meeting summaries and action items, as well as AI summarisation for speech analytics, further improving productivity and efficiency.
Opus only partner with market leading contact centre vendors
Our guide will help you to understand which areas of your current contact centre can be transformed
If you are working on the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre you’ll find our guide useful as it explains how this can be achieved using innovative features.
How to determine whether Five9 or a 8x8 contact centre platform is best for your business needs
If you have already shortlisted Five9 and 8×8 as a cloud-based contact centre solution option for your business, it’s essential to carefully assess your specific requirements to determine which of these platforms are best suited to your needs.
Does your business have complicated customisation needs?
If your business demands tailored solutions with extensive customisation, Five9 offers a comprehensive suite of inbound, outbound, and multichannel contact centre features. These include agent call scripting, advanced analytics, and seamless CRM integrations with platforms like Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk, facilitating consistent and effective communication.
Do you require omnichannel engagement?
For businesses prioritising seamless customer interactions across multiple channels with AI capabilities, both Five9 and 8×8 provide robust support. Its AI-enabled, omni channel cloud contact centre solution empowers agents and enhances customer engagement across voice, chat, email, and social media channels. Additionally, 8×8 integrates contact centre functionalities with broader communication tools, fostering collaboration within the business.
What are your integration requirements?
Evaluating which platform integrates more effectively with your existing CRM and communication tools is crucial for streamlined operations. Five9 integrates with leading CRM solutions such as NetSuite, Zendesk, and Salesforce, providing agents with crucial contextual information during conversations. Similarly, 8×8 offers integrations with various CRM platforms, enhancing customer interactions and operational efficiency.
Where are your agents located?
For businesses with global offices, 8×8’s geographically redundant global public cloud with PSTN services in 55 countries and numbering in 100+ countries.
Get in touch with our team of specialist contact centre consultants to arrange an initial discovery call.
Opus provide an outstanding and consistent service wrap
Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your contact centre is fully supported to perform optimally around the clock.
NET PROMOTER SCORE
0
Month on month we survey our customers to ensure our customer experience levels remain consistently high
CUSTOMER SATISFACTION
97.5 %
CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus
FIRST TIME FIX ON A P1
99.2 %
We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents
Some of the businesses Opus already support
View our specialist contact centre services
Workforce Optimisation
Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.
Quality Management
Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.
Voice of the Customer
Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.
Voice of the Employee
Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.
Conversational Analytics
Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.
Interaction Analytics
Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.
Reporting Analytics
Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.
Conversational AI
Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.
Find out more about our contact centre services
We work with over 800 clients across the UK. Get in touch and see how Opus can deliver value to your business.
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