Home > Call Center Software > Five9 > Five9 vs AVOXI

Five9 vs AVOXI

Last Updated: November 18th, 2024

Our analysts compared Five9 vs AVOXI based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance.

Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.

Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.

$100/User, Monthly

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$99 Monthly

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Tailored to your specific needs

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Chromebook

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Cloud

On-Premise

Mobile

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Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

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Live Online

Videos

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Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

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24/7 Live Support

Product Insights

Reliable, Secure and Scalable: Deploy new services while future-proofing business with emerging technologies such as AI. Get access to the latest capabilities through non-disruptive, no-touch and real-time upgrades.
Customer-First Approach: Focus on the technology’s usability at every point of relationship with customers with a high-touch approach leading to improved contact center results.
Extraordinary Customer Experiences: Deliver world-class customer service via routing capability. Route calls to the most appropriate agent at the right time. Put the customer’s information on the agent's desk automatically and help them resolve issues quickly.
Better Connectivity: Take advantage of pre-built integrations with CRM solutions such as Salesforce, Microsoft, Oracle, Zendesk, Velocity and NetSuite. Access a rich and extensive framework of reference UIs, REST APIs and other tools to build solutions to power experiences and results in custom environments.
Customer Engagement: Use multi-channel management applications such as recording, historical and real-time reporting, workforce management (WFM), CRM integrations and quality monitoring. Ensure that every customer is directed to the right resource at the right time with intelligent routing.

Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.

Core Cloud:
- Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA).
- Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs.
- Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed.
- Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.
- CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions.
- UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges.
- APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access.
AI and Automation:
- Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly.
- Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster.
- Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times.
- Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows.
- Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals.
Employee Engagement:
- Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management.
- Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location.
- Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration.
- Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them.
- Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly.

Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface.
Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics.
Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates.
IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates.
Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs.
Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding.
SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide.
WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration.
Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback.
Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes.
Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot.

Product Ranking

#4

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#67

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Analyst Rating Summary

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User Sentiment Summary

81%

of users recommend this product

Five9 has a 'great' User Satisfaction Rating of 81% when considering 615 user reviews from 4 recognized software review sites.

95%

of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

3.7 (185)

4.6 (4)

4.2 (373)

4.76 (50)

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4.7 (33)

4.5 (15)

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4.0 (42)

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Awards

Synopsis of User Ratings and Reviews

Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.

Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.

Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.

Customer Support: According to 75% of customers, the solution offers proactive customer service.

User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.

Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.

Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.

Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.

Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.

Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.

Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.

Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

Screenshots

Top Alternatives in Call Center Software

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Zendesk Talk

Related Categories

Auto Dialer Software

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Call Center Workforce Management Software

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Call Recording Software

Computer Telephony Integration Software

IVR Systems

Mobile Workforce Scheduling Software

Predictive Dialer Software

Workforce Management Software

Auto Dialer Software

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Call Recording Software

Computer Telephony Integration Software

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Predictive Dialer Software

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FAQ

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