Five9 vs. MiaRec Conversation Analytics

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 8.1 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.N/A
MiaRec Conversation Analytics
Score 10.0 out of 10
Enterprise companies (1,001+ employees)
MiaRec is a provider of conversational intelligence and automated QA for contact centers. Contact centers can use MiaRec across the workforce to modernize workflows and surface intelligence at scale. MiaRec's Conversational Analytics Platform records customer interactions compliantly and securely, and offers contact centers Voice AI and machine learning that enables customers to automatically record, analyze sentiment and keywords, evaluate agent performance, redact data, and more…N/A
Pricing
Five9MiaRec Conversation Analytics
Editions & Modules
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Five9MiaRec Conversation Analytics
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFive9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricing
More Pricing Information
Community Pulse
Five9MiaRec Conversation Analytics
Top Pros
Top Cons
Features
Five9MiaRec Conversation Analytics
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.4
12 Ratings
0% above category average
MiaRec Conversation Analytics
-
Ratings
Agent dashboard8.712 Ratings00 Ratings
Validate callers8.512 Ratings00 Ratings
Outbound response8.511 Ratings00 Ratings
Call forwarding8.79 Ratings00 Ratings
Click-to-call (CTC)8.410 Ratings00 Ratings
Warm transfer8.710 Ratings00 Ratings
Predictive dialing9.010 Ratings00 Ratings
Interactive voice response8.59 Ratings00 Ratings
REST APIs8.57 Ratings00 Ratings
Call scripts6.710 Ratings00 Ratings
Call tracking8.512 Ratings00 Ratings
Multichannel integration8.211 Ratings00 Ratings
CRM software integration8.411 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
7.9
21 Ratings
5% below category average
MiaRec Conversation Analytics
-
Ratings
Inbound call routing8.510 Ratings00 Ratings
Omnichannel inbound routing8.98 Ratings00 Ratings
Recording7.211 Ratings00 Ratings
Quality management7.421 Ratings00 Ratings
Call analytics7.912 Ratings00 Ratings
Historical reporting7.112 Ratings00 Ratings
Live reporting8.610 Ratings00 Ratings
Customer interaction analytics7.810 Ratings00 Ratings
Best Alternatives
Five9MiaRec Conversation Analytics
Small Businesses
CloudTalk
CloudTalk
Score 9.6 out of 10
Clari Copilot
Clari Copilot
Score 8.9 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.6 out of 10
Clari
Clari
Score 8.3 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Clari
Clari
Score 8.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9MiaRec Conversation Analytics
Likelihood to Recommend
8.1
(36 ratings)
10.0
(1 ratings)
Support Rating
8.0
(8 ratings)
-
(0 ratings)
User Testimonials
Five9MiaRec Conversation Analytics
Likelihood to Recommend
Five9
Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
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MiaRec
And I love how collaborative all the different areas are with us as customers. I feel that our contribution is valued. allowing them to make all of their sales calls throughout the day without compromising their personal cell phones. We can even connect your mobile numbers on the back end, allowing our reps to receive calls on their mobile, wherever they happen to be at the time.
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Pros
Five9
  • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
  • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
  • You can customize the call dispositions / call labels to match what's used in your CRM.
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MiaRec
  • The dedicated CSM is always helpful, as are the annual business reviews and ongoing conversations to ensure
  • Customizing the chat icon was easy, and changes can be implemented on the site in seconds.
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Cons
Five9
  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
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MiaRec
  • they are powerful routing mechanisms that allow us to create the workflows we need
  • I really like the way they communicate. We were assigned a customer success representative and ours is AMAZING.
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Support Rating
Five9
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.
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MiaRec
No answers on this topic
Alternatives Considered
Five9
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
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MiaRec
No answers on this topic
Return on Investment
Five9
  • Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
  • Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
  • Cost savings: Five9 requires significantly less management than our previous solutions.
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MiaRec
  • Sometimes when we click to call, 2 additional numbers are added and the number is logged
  • Putting clients on hold and transferring clients is very easy.
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ScreenShots

Five9 Screenshots

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MiaRec Conversation Analytics Screenshots

Screenshot of Access both at-a-glance views and granular visibility into the sentiment analysis and scoring of customer interactions.Screenshot of MiaRec Speech Analytics transforms voice data into a critical business asset and identify trends and root causes of customer experiences.Screenshot of Users can generate statistics for calls, days, groups, users, agents’ performance and more with MiaRec’s reporting features.Screenshot of Monitor and manage agent evaluations with built-in customized Score Cards, enabling users to leverage voice analytics with automatic score cards.Screenshot of