Fenero vs. Five9, inContact, Aspect, Oracle CCA and Avaya – Straight Talk Series, Round 1

Many of our customers are incrementally migrating away from their current solution to Fenero for obvious reasons. We thought we should help everyone considering a move to Fenero by providing an unbiased “Us vs. Them” comparison on what makes us different and why we are a better option. One of our biggest advantages against all of our competitors is the fact that we were born within a business process outsourcing company and have used platforms such as inContact, Avaya, Aspect, and Five9 as customers. If anyone can compare platforms, we believe we are the perfect candidates.

In our Straight Talk Series, we are going to share some of our experiences as end users of what is now competing solutions to Fenero Contact Center. We promise to be open about the strengths and weaknesses of every solution covered (from our personal experience and perspectives, of course), including ours, and help provide our readers with some real-world input as end-users of contact center software.

As many of our prospective customers learn, almost everyone on the Fenero team worked for a contact center in some capacity. Our management team and support staff collectively have held some of the following roles working for contact centers: operations manager, call center agent, client services account executive, call center supervisor, quality assurance specialist, quality manager, software engineer, network administrator, CIO, IT director, IS director, telecom engineer, and executive management. At Fenero, we truly know what it takes to successfully operate a contact center organization.

With that said, let’s kick off our comparison analysis by starting with an easy opponent – Five9. Please note that “we” represents one or more Fenero staff with previous experience in an organization using the products in question.

How we used Five9 as a customer and our overall experience.

Installation

We experienced Five9 while working with a call center that used the product as their main platform. This call center had several dozen agents using Five9 for inbound and outbound services management. Our general experience was that the product works well once you get past the installation process. It’s a hybrid Web-based solution that requires installation of Java locally (and you must install a specific version of Java in order for it to work) for its Agent and Supervisor interfaces. Depending on your system requirements, it can sometimes become a painful process to get Five9 to work initially, which was the case for the IT staff responsible for installing the software.

User Experience

The Five9 user experience for their Agent and Supervisor software were typical for software that is installed locally on a computer versus running from a browser. It takes a while to get acclimated but becomes second nature after several weeks of use. The user interface’s look and feel also felt a bit outdated due to its Java-based design.

Features

Five9 offers all the necessary features required to run inbound or outbound campaigns. They also use the Pentahoo reporting engine to provide a powerful set of standard and custom reporting capabilities, which is one of their greatest strengths. Additionally, they integrate very well with popular cloud-based vendors, including Salesforce.com, RightNow CX, and others. However, we felt they were weaker in the quality assurance arena, providing only basic quality management capabilities.

Pricing

The pricing model for Five9 consisted of a $100-200 per user, per month charge (in our case it was $110 per user, per month) in addition to fees for setup and long distance telecom usage. There also seemed to be a fee involved with every change (such as adding additional users). The only upside to their license was each could be used by multiple users and did not include concurrent use limitations.

How We Stack Up

In summary, Five9’s primary advantages were its integration options as well as its Pentahoo-based reporting engine. It did not provide any visible feature that didn’t exist in comparable solutions, lacked useful quality assurance features beyond basic call recording and live monitoring, and charged for telecom usage and setup fees in addition to its per user, per month licensing costs.

The table below shows how Fenero compares to Five9 based on cost and features from our team’s experience with both products.

FENERO VERSUS FIVE9 – LICENSING COST
Number of Agents

Five9 Licenses/Per Month

Fenero Licenses/Per Month 

20 agents

$2,200

$0

50 agents

$5,500

$0

100 agents

$11,000

$0

250 agents

$27,500

$0

500 agents

$55,000

$0

Licensing Cost – the clear winner is Fenero

FENERO VERSUS FIVE9 – TELECOM COST
Number of Minutes

Five9 Telecom/Per Month (@.03 per/min in USA)

Fenero Telecom/Per Month (@.020 per/min in USA) 

50,000

$1,500

$1,000

100,000

$3,000

$2,000

250,000

$7,500

$5,000

500,000

$15,000

$10,000

1,000,000

$30,000

$20,000

Telecom Cost – the clear winner is Fenero

FENERO VERSUS FIVE9 – FEATURES
Feature

Five9 Summary

Fenero Summary 

Summary

ACD/IVR/CTI

Five9 provides inbound scripting, web integration, presence, skills and priority-based routing, CTI and IVR

Fenero provides inbound scripting, web integration, presence, skills, priority, and area-code routing, CTI, IVR, caller ID filtering, and in-queue callback

Fenero’s support for in-queue callback and more call routing options (e.g. route based on area code or custom rules) gives it the edge

Outbound Dialer

Progressive, predictive, preview, and power dialing; web-callback

Progressive, predictive, preview, manual, and power dialing; web callback; alternate number dialing; automatic lead recycling; DNC/Safe harbor support; automatic timezone management

Fenero’s outbound dialer wins due to more features and flexibility

Blended (In / Out)

Supports blending inbound and outbound

Support blending inbound and outbound

Equal support between Five9 and Fenero

Agent/Manager UI

Not fully Web-based, requires local installation; steep learning curve

Entirely Web-based, only requires browser; easy-to-use Web interfaces

Fenero wins both on being 100% Web-based and its simpler interfaces

 Multi-Channels  In its latest release, Five9 announced support for Email and Live chat. Uses a licensed third party tool, LiveHelpNow, for this. LiveHelpNow typically charges $21 per agent, per month, so there will be an additional cost to Five9 customers  Supports built-in email routing and built-in live chat; agents use the same interface for voice, email and chat; doesn’t use third-party tools Equal functionality, but Five9 uses third-party LiveHelpNow. Otherwise, Fenero is the clear winner with built-inemail, chat and voice with no additional cost
 Quality Assurance  Supports call recording, with limited online availability, and live monitoring for quality assurance  Supports call recordings that are available online in perpetuity; supports live monitoring; supports custom quality assurance forms, scoring and reporting  Fenero’s unlimited call recording and support for true built-in quality auditing and scoring gives it the upper hand
Mobile Support

Five9’s recent release includes support for iOS; only runs on iPad; supports sending IM message to agent and viewing real-time statistics

Fenero’s Contact Center for iOS runs on both iPad and iPhone; allows you to start/stop lists; listen to live converations or recordings; and view real-time campaign statistics

Fenero has both iPad and iPhone versions and more management features; Five9 has direct IM to agents. Who’s the winner? Depends on your needs

Reporting

Robust reporting suite based on Pentahoo; supports standard and user-generated custom reports

Built-in reporting engine; supports standard reports and pre-designed custom reports

Five9’s use of Pentahoo gives it the upper hand.

 Integration  Integrates well with many common Cloud solutions, such as Salesforce.com and Right Now  Does not integrate with common Cloud solutions out of the box; provides open APIs that allows customers to do so  If customers are looking for out-of-the box integration, Five9 wins in this area

 Features – Five9 wins on integration and reporting; Fenero on overall functionality

There you have it. A to-the-best-of-our-ability and unbiased comparison (and trust me, it was hard) of Fenero Contact Center stacked up against Five9. We show you the facts – you determine what’s best for your organization.

Round II of our Straight Talk Series will cover our experience with Aspect, followed by Avaya, inContact, and Oracle Contact Center Anywhere. We may share our brief experience with Interactive Intelligence, who flew down from Indiana to present their solution to our contact center at one point, but our input will be limited to a live demo.

Stay tuned in, and don’t forget to check out Part II of this series titled “How Oracle Contact Center Anywhere Failed Us…via Reseller Promero“.

Fenero and Fenero Contact Center are registered trademarks of Fenero, Inc. Other trademarks represented are those of their respective companies. 

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