Dragon Speech Recognition vs. Five9 vs. Microsoft 365 Copilot

Dragon is well suited for occasional dictation whereas for short tasks it may be less appropriate. Step by step commands can take a lot of time to program however these would be worthwhile long term if it is a repetitive task. Dragon is a new language to learn and this can be overwhelming. By following the guide this will support you for future use and it is possible to learn by using the "click" command which replicates the mouse click. With this scenario you can say what you see for example in Word, say click home then click centre which will centre the document

Incentivized

very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement. Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- salesforce automation.

Incentivized

If you are in need of assistant, being ready to provide information quickly, or organize information, or synthesize talking points, this may be a tool for you. I have found that it may also be very helpful to track who is speaking in a meeting and summarize notes and action steps and to dos. It can be helping make communications.

• The main advantage is that it calibrates itself around your tone and accent.
• Integration with many apps and operative system is good.
• Integrating custom words and acronyms is very easy, so, over time, recognition becomes very precise and customized.

Incentivized

• Inbound and outbound calls it process is so well.
• The service is so good and they give very efficient support in customer need.
• The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.

• Good analysis of the ticket system at the service desk, so that this can be anticipated properly
• For the management of IT environments, quick examples of scripting for desired solutions
• For consultants and managers, they co-pilot a technical report into language understandable to a non-technical client, including a visual summary.

Incentivized

• Word recognition can always improve.
• Sometimes puts stray words or characters on the page if you forget to tell the microphone to go to sleep.
• Adds non-spoken words for no reason if there is a delay in speaking.

Incentivized

• Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
• The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
• Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.

Incentivized

• The quality of image generation in Microsoft Copilot could be improved. Compared to other AI platforms, Copilot's images often fall short in quality and frequently contain typos.
• When generating agents and chatbots, Microsoft Copilot currently doesn't appear to support file download functionality.
• The email reply function is useful, but the responses can sometimes be overly elaborate. It would be helpful to have more options for adjusting the tone.

Incentivized

• Nuance Dragon Speech Recognition is not up to par with any of the other AI voice recognition technologies currently available
• The software is also very buggy and crashes frequently
• Punctuation also seems like an afterthought for Nuance Dragon Speech Recognition software--requiring the user to speak out each comma, period, etc.

Incentivized

Robust product, great reliability and support.

Incentivized

Absolutely!!! I have a high regard for the product and will use it for years to come.

Incentivized

Overall, its gives the functionality that I need in my role and can support with automating tasks. I mainly use it for autotext, to add blocks of text and it works universally across all applications. It saves time and works well in Windows 11. It works very well navigating the web.

Incentivized

I wish it was a 10. For the sake of a call center, it allows me to keep it simple for newer sales reps and just focus on basic KPI's. This is not an advanced CRM used for digital approaches. It is strictly a churn and burn call center CRM for me. It is a dialer.

Incentivized

For a while I think they had a great tool whit the advantage of being integrated with Visual Code, a tool that everyone was using. The market was theirs. Unfortunately, in my experience, the results were so inconsistent and basically wrong that I think would be best just code yourself or ask for simple tasks like giving a simple template for some function.

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We have had minimal downtime due to system outages since it was implemented.

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The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.

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One of the worst companies in terms of customer service getting the download file because of a laptop upgrade took me months of work. No jokes.

Incentivized

Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.

Incentivized

I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.

Incentivized

The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.

Incentivized

I have previously used Adobe Acrobat Reader in other organisations and I found it to be very good. However, as I purchased Nuance Dragon Speech Recognition for home use, there was a considerable difference in the price between the two products. For both work and home use,I found that Nuance Dragon Speech Recognition meets all my requirements.

Incentivized

We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console. Although it's a tool that has helped us complete various tasks to contact our customers, it has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.

A good tool with an easy interface for new users.

They need a more minimalist look.

They need to improve the supervisor console because it's very basic.

New agents aren't receiving calls from previous agents because they don't reuse numbers.

The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.

Incentivized

I think why my organization is preferring Microsoft Copilot is because of the wide rage of other linked products within it the way how workspace works is something which attracts the organization to go with copilot. Why Copilot over Claude is because of the security.

Incentivized

It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.

Incentivized

• Nuance Dragon Speech Recognition has made it easier to dictate progress notes
• Nuance Dragon Speech Recognition has made seeing patients more efficient
• Nuance Dragon Speech Recognition was a little expensive for our smaller practice

Incentivized

• ROI was not as anticipated due to lacking reporting functionality - Negative
• Allowed us to develop a geographically dispersed call center workforce in response to the pandemic - Positive
• Provided true omnichannel capability that we lacked in the past (Voice/Voicemail/Chat). Positive
• CRM integration (with Salesforce) was not as expected. Negative
• Bang for the Buck just was not where it needed to be. High cost solution. Negative.

Incentivized

• It is too early to tell at the moment but I can see it as a positive moving forward
• The amount of time saved in creating content will be a huge asset for faculty
• The same holds true for students as they to will be able to safe a lot of time

Incentivized