Call us: 0800 3167566
CCAAS PLATFORM COMPARISON
FIVE9 vs MITEL CONTACT CENTRES
Which of these contact centre platforms is best suited to your business needs?
Five9 vs Mitel contact centre platform comparison
Both Five9 and Mitel contact centres are equipped with powerful features designed to enhance customer service operations and both of them are leading providers in the CCaaS space. Both platforms deliver core functionalities such as inbound and outbound calling, call routing, interactive voice response (IVR), and call recording. They support omni channel communication, enabling seamless engagement across voice, email, chat, and social media channels.
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 a Mitel Platinum partner in the UK.
What are the main differences between Five9 and Mitel?
Five9 Contact Centres
Why choose a Five9 contact centre?
Five9 is a fast-growth, global CCaaS provider supporting hundreds of thousands of agents. They deliver a comprehensive suite of AI-infused inbound, outbound and multichannel contact centre solutions 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.
The Five9 platform’s core features collectively empower supervisors to support agents and agents to focus on customers, enhancing service delivery by connecting touch points across time and channels.
Mitel Contact Centres
Why choose a Mitel contact centre?
Mitel offers a range of communication solutions including contact centre applications designed to enhance the customer experience.
Mitel contact centre platforms include:
Private or hybrid deployment options
Mitel offers flexible deployment options, enabling businesses to choose between private cloud, hybrid, or on-premises solutions to best meet their security, control, and scalability needs.
MiContact Centre Enterprise
Transforms traditional voice-only call centres into omni channel contact centres, supporting interactions across voice, email, chat, SMS, and social media.
MiContact Centre Business
An enterprise-grade, AI-powered platform that enhances customer journeys and keeps employees productive and engaged.
Cloud Contact Centre powered by CXone
Provides a centralised application across multiple sites, streamlining operations with global routing and reporting across channels and locations.
Mitel’s contact centre solutions focus on delivering flexible, all-in-one customer interaction management platforms that cater to various business sizes and industries.
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 best determine whether Five9 or a Mitel contact centre platform is best for your business needs
Are you looking for scalability and a wide range of deployment options?
Five9 is a cloud-native platform, offering businesses the agility and scalability needed to adapt to changing demands. Its cloud-based nature allows for seamless scaling without the hassle of complex upgrades or hidden costs, enabling businesses to optimise their workforce, workflows, and infrastructure as they evolve.
On the other hand, Mitel provides a range of deployment options to cater to diverse infrastructure preferences. Whether your business favours on-premises setups, cloud-based solutions, or a hybrid approach, Mitel’s offerings are designed to scale alongside your business growth, accommodating increasing interaction volumes and expanding communication channels.
Do you require complicated integrations?
Integration with existing business tools is vital for streamlined operations. Five9 excels in this area by seamlessly connecting with leading CRM platforms such as Salesforce, ServiceNow, Microsoft, Oracle, and Zendesk. This integration equips agents with crucial contextual information during customer interactions, enhancing service quality and efficiency.
Mitel also offers robust integration capabilities, connecting with various business applications, including CRM systems, to streamline workflows and enhance customer relationship management. Its platforms support APIs for customised integrations, ensuring compatibility with your business’ existing tools.
Both Five9 and Mitel present flexible deployment options and strong integration capabilities. Your choice between the two should align with your business’ specific infrastructure preferences and integration requirements.
Opus provide an outstanding and consistent service wrap
Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving giving 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.
Reigate Office
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
London Office
60 Cannon Street
London
EC4N 6NP
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL