Five9 Intelligent Virtual Agent vs. Zoom Virtual Agent

We've used a different dialer before which didn't had proper recording where we have to cross referrence date and time. With Five9 Intelligent Virtual Agent, we can referrence phone numbers and integration with Salesforce. This allowed us to quickly pull out call information or accounts details when doing calibration. This also helps greatly with reporting as we can see how frequent a caller calls our support line.

Incentivized

Really great for customers that have experience with chatbots and want a powerful platform that is continuing to evolve. It has been one of the most accurate platforms for generative AI responses and has great tools for administering the platform in a scalable manner. The tool has greatest utility for companies with existing knowledge bases that can be leveraged and with a team that can dedicate resources to continually evolving the implementation to take full advantage of the tool.

• Recording
• Queue Management
• Reporting
• Insights

Incentivized

• Generative AI answers from existing documentation
• Providing tools for admins to discover and easily create new intents and workflows
• Customizing the experience by campaign, chatbot, workflow, etc. to facilitate curated experiences for customers

• more training would be good
• documentation and case study materia;

Incentivized

• There's a lot of competition in the CX space right now, but I think Zoom has a good deal going on, with all their other products under the same roof.
• Some of the reporting could use some improvement, but it's still early days.

Very user friendly as an agent but can be a bit over whelming when you're admin. It's best to have a visual guide or if the onboarding is much smoother guiding the admin depending on their use case

Incentivized

You can customize the experience for your clients, make it sound as human as possible and provide different paths to find the answers needed

Incentivized

Way better. Just the recording, reports and the useability

Incentivized

We are still evaluating differences.

• pre qualify process is big
• real time analytics are great

Incentivized

• Happier end customers that are able to be served faster.
• Serving customers faster.
• Aggregated data collection and reports.