Copper CRM vs. Five9 Agent Assist

If you need to track contract expiration dates of your clients or your prospects that you're trying to sell - Copper is your tool. If you want to track specific products, solutions, vendors, etc. Copper can do it. I use it to track many brands of IT products and services with the use of custom fields to track which prospects/clients have any number of these items. Rather than taking notes, I can select the product from a drop down list that I created VERY EASILY within Copper.

At the moment, I think it's the best one out there. It's also integrated with our system well. We have Five9 for our dialer that's already connected through Salesforce so having Five9 Agent Assist is a huge plus compared to getting another AI overview. It's also good with providing summary and providing suggestions.

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• Allows for contacts to be synced and organized directly from Gmail.
• Gives a flexible style and customizable settings to match our company's specific needs.
• Does a great job of helping us keep track of projects. We easily created a customized "Status" field with several status options that help us update the many phases of our project.

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• transcripting
• guidance for next best actions
• summarizing the previous agent’s call transcription

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• Window change: for mobile - when you tap on a card from a pipeline it takes you to the lead’s basic info. I wish it would immediately just open all activities so I can quick see notes
• I usually use Copper on the go. When you open the Copper app, it immediately opens a collab window. I wish it had some sort of easy dashboard….plus a notes area. I open Copper on mobile to quickly search for someone’s name or to take quick notes from a sales meeting

• There are cases where it's recommending an old article or knowledgebase
• too many options being recommended reducing confidence on or providing confusion
• not providing links to allow agents to double check or verify the information

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It is good value for money

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Copper is simple to use and it's simple to figure out the additional functionality you may need or want to use. There are a lot of support articles and the support itself is great. But it's also fairly simple to figure out on your own. It integrates easily with Google Workspace as well.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

previosuly some required tasks are missed by the agents. But once we implemented this, we are making sure agents are completing all of them. We are also able to send nudges as well and show them all related helpful knowlede center articles to guide them in the conversation. Based on the words and questions they are asking,we are showing the relatedarticles which is a game changer for us

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

There have been a few times when I contacted the "help desk" or "support team" and they just told me to watch a video or join a seminar to learn what I am looking to do. I would have expected someone to take a few minutes and literally walk me through the steps one by one until either I figured it out or accomplished the goal of my request.

We selected Copper over these other CRMs mainly because of its ability to integrate with Google Workspace. Members of our team have used Salesforce in the past and found it to be a nightmare to work with/on. Candidly, Copper doesn't fill all of our needs so we supplement that with the use of Asana.

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Gong AI tends to providing a vague summary of the call and can also mistake what the concern is. So far, Five9 Agent Assist is more accurate on analyzing what happened on the call and what the next step is.

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• Copper has simplified our CRM and makes it easy for the sales team to keep track of leads and opportunities.
• Copper has allowed us to save money as it is a fairly competitively priced platform.
• Copper has simplified our workflow, allowing us to work more efficiently and save time from tedious data entry.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• we gor high ROI, as our resolution time went down. So many cases are being resolved so quick now.
• we got good customer satisfaction reviews too

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info