The expansion of VoIP has caused a boom in the Call Center software market. There are so many options available.
Virtual Call Center Software
Because of this we’re often asked to compare and offer up pros and cons for each of them. As a Call Center software provider ourselves, we decided to put our knowledge to work and oblige! Today we’re going to compare Five9 and 8×8’s softwares to help kickstart your research into a new Call Center software.
1. Company Background
Five9 was founded in 2001 and has over 2,000 customers worldwide. They offer cloud-based Call Center software for Inbound, Outbound and Blended Call Centers as well as other options for those interested in a Multichannel or Social solution.
8×8 was started in 1987 but wasn’t launched as a VoIP provider until 2002. They offer Call Center software as well as phone systems, an International calling feature for 35 countries and a Cloud PBX. They have over 35,000 customers between all their products.
2. Average Customer
Both Five9 and 8×8 cater to the same type of customer. They offer Call Center software to companies of any size, from startups to large enterprises.
Five9’s Call Center software is compatible with both PC and Mac operating systems. It also offers integration with many CRMs including Leads360, RightNow, Netsuite and Salesforce. Additionally, Five9 offers an Apple App that works in conjunction with their Call Center software.
8×8’s Call Center software is compatible with both PC and Mac operating systems. It also offers mobile apps that work on both Android and Apple phones. As for integration, 8×8 works with a number of programs including Salesforce, Netsuite, eAgent, SugarCRM, ACT!, Click2Pop Web Dialer and Outlook.
Five9 offers both monthly and annual contracts. The monthly contract is a fee per agent. The annual contract is the same except there are reduced fees since the service is prepaid.
8×8 offers a monthly subscription plus start up fees.
Because there are so many Call Center features on the market, we wanted to make things a little bit simpler for you. Below you’ll see a chart containing the top Call Center features across the board and whether Five9 or 8×8 offers them.
|Social Media Integration||X||X|
|Skills Based Routing||X||X|
|Agent/Call Center Reporting||X||X|
|Time of Day Routing||X|
Since Five9 offers a different solution depending on which type of Call Center you are, Inbound, Outbound or Blended, their features vary based on which one you choose. The table below shows you which features to expect in each of the softwares.
5. Turnaround Time
Both Five9 and 8×8 have roughly the same turnaround time. Most of the time their software can be live within a week.
6. Using the Software
Five9 has quite a few videos on their Youtube page. One particularly helpful video is the one below. It walks you through the interface an agent would use in a Blended Call Center environment.
8×8 has numerous demos and videos on their Youtube page. The video below is a handy introduction for their Call Center software. It walks you through the basic steps an agent would need to know in order to work their product.
7. Pros and Cons
Five9 offers a wide range of calling features for its Call Center software. They also support a variety of software and applications that work in conjunction with their Call Center software. Another advantage is that they offer specific solutions depending on what type of Call Center you are, Inbound, Outbound or Blended. As a con, Five9 also doesn’t offer any other calling services such as a business phone system meaning that customers have to go elsewhere for their other needs. Their software is also limited because it’s only available in English.
8×8 offers products other than Call Center software including a Cloud PBX and an International calling service so its a once stop shop for most of your communication needs. Unlike most softwares, 8×8’s supports a few languages including English, Japanese and French. Unfortunately, they don’t offer 24/7 support. Their support times on the weekends are varied.
So which one is the winner? It truly depends. When you’re shopping for Call Center software, you need to find one that’s specific to your needs. Five9, 8×8 and all other Call Center software providers offer their fair share of pros and cons. In order to choose the best, you need to fully understand your needs as a Call Center. Keep the following points in mind:
- the type of Call Center you are (Inbound, Outbound, Blended).
- the number of agents you have.
- which calling features are essential for your business.
- your internet speed os.
By understanding your answer to the points above, you’ll be able to make an informed decision about exactly what your Call Center needs.
Please feel free to use the comparison chart below as an initial resource during your Call Center research.