Overview: Five9 and Enghouse Interactive as Contact Center Software Category solutions.

Five9 and Enghouse Interactive are both contact center software solutions but cater to different needs. Five9 excels with robust engagement and sales call management capabilities, making it suitable for enterprises seeking extensive analytics and integration features. Enghouse Interactive, however, focuses more on foundational capabilities like call recording and is preferred by mid-market segments in consumer-oriented industries. Both offer 24/7 support, but Five9 has a broader support framework which aligns well with its complex feature set.

Five9: Five9 offers a reliable cloud contact center for exceptional customer experiences. A demo can be requested.

Enghouse Interactive: Enghouse Interactive unlocks the power of contact centers by engaging customers across all channels. Personalized experiences are provided at scale, making contact centers a competitive advantage.

Five9 and Enghouse Interactive: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Five9 supports advanced helpdesk and engagement management along with sales call management and comprehensive call recording, aligning well with complex communication needs. read more →

Enghouse Interactive offers essential capabilities like call recording and sales call management, catering to straightforward operational demands. read more →

Business Goals

Five9 aids in enhancing customer relationships, acquiring new customers, and boosting sales, aligning with strategic business growth and efficiency. read more →

Enghouse Interactive focuses on enhancing customer relationships and acquiring new customers, aiming for solid foundational goals in simpler markets. read more →

Core Features

Five9 stands out with AI-powered analytics, integration capabilities, and easy data migration, meeting the needs of users with diverse data handling demands. read more →

Enghouse Interactive provides core features like training and onboarding, complemented by integration and basic analytics, suitable for less complex needs. read more →

Vendor Support

Five9 offers diverse support including 24/7 availability, accommodating various complex user requirements efficiently. read more →

Enghouse Interactive provides key support features such as training and 24/7 availability, beneficial for users needing consistent guidance. read more →

Segments and Industries

Five9 serves a broad customer base including enterprises and large markets, with a presence in financial services and retail, fitting for intricate business scenarios. read more →

Enghouse Interactive is used mostly by mid-market segments, particularly in consumer goods, reflecting its suitability for less intricate industries. read more →

Operational Alignment

Five9 integrates seamlessly into large-scale operations, equipped for extensive deployment across varying industries. read more →

Enghouse Interactive aligns with mid-market operations, offering fundamental features that maintain efficiency in targeted segments. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Chat Support

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Phone Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Five9 and Enghouse Interactive

How can Five9 and Enghouse Interactive enhance your Helpdesk Management process?

Five9 and Enghouse Interactive are both designed for call center management. Five9 is specifically targeted at call centers and offers features for monitoring calls and tracking call volume. Enghouse Interactive provides a more comprehensive solution for both internal and external customers, scaling to fit various needs. Enghouse Interactive is praised for its ease of use, real-time data, and efficient support, while Five9 is known for its user-friendliness and integration with Salesforce.

"...Even a small call center environment can benefit from the better visibility and control offered by Five9...." Peer review by Jacob A., Guest Relations, Restaurants

"...Whether powering a small departmental help desk or supporting high volumes of external customers, TouchPoint Agent can scale to fit your needs...." Peer review by Microsoft, Microsoft Corporation

How does Five9 and Enghouse Interactive address your Engagement Management Challenges?

Five9 and Enghouse Interactive both focus on managing customer interactions. Five9 emphasizes automation and AI-driven features, including call routing and cadence management, aiming to improve agent efficiency and customer satisfaction. Enghouse Interactive emphasizes a comprehensive approach to customer interaction management with scalable solutions for a wide range of customer needs.

"...This makes it easy for the agent to personalize the conversation and engage future buyers...." Peer review from Featured Customers

"...But it is refreshing for agents to be trained on the Syntellect CIM system even though they have had no past experience working with customer interaction management software...." Peer review by Isabelle Bignall, Head of Contact Center Services, Cardiff Council

How can Five9 and Enghouse Interactive enhance your Contact List Management process?

Five9 and Enghouse Interactive both allow for the management of customer contacts. Five9 provides agents with access to customer history, enabling quicker service. However, Five9 lacks the ability to save custom contact list viewing options. In contrast, Enghouse Interactive emphasizes enhancing the overall contact center experience through various features, including omni-channel interaction history and powerful search capabilities.

"...We have many years of experience with processes and infrastructure requirements of contact management...." Peer review by Leonard Linton

"...Powerful search capabilities connect SunTrust s online banking customers with vast amounts of information, allowing them to quickly find answers themselves instead of contacting the call center directly...." Peer review by SunTrust Bank, SunTrust Bank

How does Five9 and Enghouse Interactive address your Communication Management Challenges?

Five9 and Enghouse Interactive both offer communication management solutions. Five9 focuses on tracking and monitoring calls, while Enghouse Interactive offers a more comprehensive approach, including customer interaction management and integration with other communication platforms. Five9 is well-suited for call centers focused on tracking outbound calls, while Enghouse Interactive is better for organizations seeking a more integrated communication management system. This summary does not include information on how either solution handles messaging.

"...Our company grew and with it grew the challenges of effectively managing inbound calls, as well as tracking call outcomes...." Peer review by Michael R., Executive Director of Franchising, Medical Practice

"...I m confident that Enghouse Interactive and the Communications Portal will be able to help us fulfill this evolving need...." Peer review by Jens Hammering, CEO, MobilePeople