As companies uncover the advantages of cloud contact middle options, they will develop into overwhelmed by the wide range of distributors, platform varieties, and have units out there.
This text will enable you perceive the variations between two well-liked contact middle options – the Nextiva Contact Heart powered by Five9 or the Unity Contact Heart. Each choices may also help you streamline your online business, decrease prices, and enhance customer support.
However understanding which is a greater match for your online business wants will enable you take the subsequent steps to improve your contact middle capabilities and benefit from the rewards.
What’s Five9?
Five9 is a number one cloud contact middle software program firm that has partnered with Nextiva’s enterprise cellphone companies to create the Nextiva Contact Heart, an built-in buyer engagement answer designed to offer clients with Nextiva’s Superb Service® and industry-leading technical capabilities.
The Nextiva Contact Heart gives the complete advantages of a Unified Communication as-a-Service (UCaaS) and Contact Heart as-a-Service (CCaaS) platform, streamlining your omnichannel customer support expertise right into a single level of contact.
Nextiva Contact Heart Execs
Greatest-in-class Omnichannel Communications
The Nextiva Contact Heart permits your brokers to work with clients using a variety of well-liked buyer contact channels, together with cellphone, e mail, textual content messaging (SMS), social media, and net chats.
Our Clever Digital Agent (IVA) and Interactive Voice Response (IVR) capabilities additionally be certain that clients can interface naturally with cellphone programs, usually directing themselves to data with no need reside agent contact.
Buyer Historical past information and CRM integration permit your brokers to tailor their help to suit every buyer’s particular profile and journey. And with our Sentiment Evaluation capabilities, you possibly can higher monitor traits in buyer satisfaction.
Outbound Marketing campaign Administration
The Nextiva Contact Heart’s capabilities embody outbound dialer capabilities for outbound marketing campaign administration. Whether or not working a buyer suggestions survey or orchestrating a requirement gen marketing campaign, you possibly can entry a number of key outbound dialer options, together with progressive, predictive, energy, and preview mechanisms to achieve and deal with extra buyer interactions.
Greatest-in-Class Analytics and Reporting
The Nextiva Contact Heart empowers your online business with supervisor and agent studies to permit real-time response to conditions whereas gathering longer-term knowledge for development evaluation. Supervisors can silently monitor agent/buyer interactions, use their dashboard to regulate agent availability/queues, and carry out high quality management checks on the fly – all whereas being supported by a full suite of statistics on present contact middle operations.
Nextiva Contact Heart Cons
A Highly effective Resolution Constructed for Simple Scaling
The Nextiva Contact Heart supplies a full best-in-class contact middle expertise and is designed to assist corporations with even hundreds of brokers.
However if you’re a small enterprise proprietor with a small buyer assist or name middle operation and don’t anticipate development or scaling wants, you might discover some options are overpowered to your objectives.
Full Cloud Capabilities
The Nextiva Contact Heart permits your online business to benefit from the full advantages of a cloud contact middle and enterprise cellphone service surroundings.
But when your online business is working BroadSoft PBX and ACD deployments, you might discover that the Unity Contact Heart is a faster and extra acceptable choice to your present objectives.
What’s the Unity Contact Heart provided by Nextiva?
Unity Contact Heart is a turnkey, add-on, light-weight name middle service for BroadSoft Hosted PBX and ACD deployments. It’s designed to reinforce these current companies with a name middle hub to your customer support operations.
As a result of the Unity Contact Heart does NOT provide outbound dialing companies and is designed for small-to midsize companies with as much as 50-agents, it’s supposed as a purely inbound customer support operation.
Unity Contact Heart Execs
Multichannel
The Unity Contact Heart supplies you with the crucial multichannel assist platform you have to service clients in key channels, together with cellphone, e mail, net chats, texting, and social media. This will characterize a major step ahead in your customer support capabilities over a standard call-only infrastructure.
Interactive Voice Brokers
One other key profit over standalone ACD deployments will likely be our Interactive Voice Agent (IVA) capabilities. IVAs are an environment friendly manner for patrons to study fundamental data and attain easy or repetitive duties over the cellphone with no need a reside agent.
Decrease Value and Complexity
If you’re on the lookout for a reasonable and easy manner so as to add CCaaS capabilities to your customer support program, the Unity Contact Heart could also be the best choice. Its turnkey capabilities can spare you the fee and coaching time that will include a broader UCaaS implementation. And since it integrates into main CRMs, you possibly can nonetheless get pleasure from the advantages of a related customer support/administration surroundings.
Unity Contact Heart Cons
Restricted Scaling
The Unity Contact Heart is designed for small companies looking for a turnkey CCaaS platform. If your organization expects to scale past 50-agents sooner or later, you might discover that the complete Nextiva Contact Heart is a greater upfront funding to organize for fast upscaling and extra sturdy contact middle capabilities.
Continued Bodily IT Necessities
The Unity Contact Heart assumes your online business will proceed to make use of PBX/ACD programs that could be much less suited to future transformations from on-premises workplace operations to distant work situations.
No Workforce Administration (WFM) or Workforce Optimization (WFO) Capabilities
Not like the Nextiva Contact Heart, the Unity Contact Heart doesn’t provide the WFM and WFO capabilities that help you forecast agent staffing wants and enhance their general efficiency. These instruments can present crucial insights to your online business throughout new development and growth, particularly the place staffing and coaching prices are involved.
Nextiva Contact Heart vs. Unity Contact Heart: Function Comparability
Now that you simply perceive the professionals and cons of every platform let’s briefly recap a few of the direct characteristic comparisons between the Nextiva Contact Heart (powered by Five9) and the Unity Contact Heart.
Omni-channel vs. Multichannel Capabilities
One essential distinction between the 2 platforms is that Nextiva Contact Heart gives omnichannel capabilities. An omnichannel contact middle supplies a constant buyer expertise throughout all channels (i.e., name, e mail, cell app-based chat, website-based chat, SMS (texting), and social media).
Clients not often have to enter the identical data twice and may function in essentially the most handy channel with out feeling like service high quality or instances are being affected. That is made potential by devoted applied sciences, together with omnichannel routing and a unified dashboard that offers a world view of buyer exercise.
Unity Contact Heart gives a multi-channel contact expertise. This permits clients to decide on their most popular channel(s) to interact with your online business, however there will likely be no knowledge alternate between channels. (A buyer utilizing net chat could take care of a special group of brokers than in the event that they place a cellphone name.)
And since multi-channel contact facilities don’t provide the continuity of an omnichannel expertise, the client could have to elucidate their state of affairs to an agent every time they change channels.
Supervisor Instruments
Nextiva Contact Heart supplies reside agent monitoring, queue administration, display recording, and WFM/WFO capabilities. Unity, however, solely does agent studies and statistics.
IVA and IVR
Each platforms provide Interactive Voice Agent capabilities to deal with fundamental duties. Nonetheless, Nextiva Contact Heart additionally supplies Interactive Voice Recognition and Sentiment Evaluation to permit clients to elucidate their questions or issues naturally, enhancing routing and subject administration..
Outbound Dialer
Unity Contact Heart is designed for inbound communications solely.
Nextiva Contact Heart gives blended (inbound and outbound) communication capabilities to help you handle buyer assist and gross sales campaigns.
Integrations
Each instruments assist integrations to main CRM suppliers (i.e., Salesforce), however Nextiva Contact Heart has integration capabilities to a broader suite of suppliers and instruments.
Nextiva Contact Heart vs. Unity Contact Heart: Which is correct for my enterprise?
Selecting the best cloud contact vendor and middle is crucial for the success of your online business operations.
You’ll need to contemplate your present and future customer support volumes, the kinds of efficiencies you consider will assist cut back your prices and the necessity for future scaling. The largest distinction, after all, will be the dimension of your group and if you happen to want an outbound name middle.
And pay particular consideration to if you’d like multi-channel or omnichannel capabilities.
Discuss to an knowledgeable right now to discover which answer is finest for you.
