Five9 vs SAP Conversational AI | TrustRadius

What users are saying about

Score 7.4 out of 10

Based on 56 reviews and ratings

Score 8.1 out of 10

Based on 60 reviews and ratings

Feature Rating Comparison

Five9

SAP Conversational AI

Agent dashboard

Validate callers

Outbound response

Call forwarding

Warm transfer

Predictive dialing

Call tracking

Multichannel integration

CRM software integration

Five9

SAP Conversational AI

Inbound call routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Pros

Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
Security- We do not have to worry about security.
Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.

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President & CEO

BernardOutsourcing/Offshoring, 501-1000 employees

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SAP Conversational AI in addition to providing the chatbot features also integrates bot analytics without the need for much setup/deployment work.
It is possible to code SAP Conversational AI chatbot in multiple coding languages (Node.js, Python, PHP, iOS, etc.) that makes it easy both implement as well as integrate with existing IT stacks (eg. Analytics, AI, Databases).
SAP Conversational AI is easy to implement and get it running especially if you are already using SAP S/4HANA Cloud.

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Manager

Skive itAirlines/Aviation, 51-200 employees

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Cons

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The user interface for the agent desktop application is clunky and outdated.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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Ariana Thompson

Support Improvement Manager

OrderUpFood & Beverages, 51-200 employees

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Documentation update. Some of the very nice tutorials and docs seem outdated or not SAP-branded, which can be confusing
Fallback channels. The intercom fallback channel has an important lack of speed, and the SAP fallback channel seems complicated to implement in a product development sprint

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Verified User

C-Level Executive in Product Management

Human Resources Company, 1-10 employees

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Usability

No score

No answers yet

No answers on this topic

SAP Conversational AI 7.7

Based on 2 answers

Chatbots have already acquired most of the market and are still trending with the needs of changing market everyday. It will keep evolving with AI and NLP more to offer for improvements. SAP CAI is a good product to add to an enterprise using SAP ERP Suite

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Verified User

Consultant in Information Technology

Information Technology and Services Company, 10,001+ employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

SAP Conversational AI 8.2

Based on 2 answers

Never had an issue. SAP CAI shares the same platform as any other product hosted on SAP Cloud Platform (aka BTP) and depends on your hosting (US, Europe, Asia). Maintenance modes are planned and customers are aware of it well in advance in order to mitigate potential impacts on the service offering.

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Verified User

Team Lead in Professional Services

Information Technology and Services Company, 11-50 employees

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Performance

No score

No answers yet

No answers on this topic

SAP Conversational AI 8.2

Based on 2 answers

It's a pure SaaS platform hosted on SAP Cloud Platform (aka BTP). The experience is pretty much seamless with minimum loadings or noticeable lags. The hosting depends on your location so you may want to make sure the instance is available on a server close to you, such as the USA, Europe or Asia.

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Verified User

Team Lead in Professional Services

Information Technology and Services Company, 11-50 employees

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Support Rating

Five9 8.2

Based on 12 answers

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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Verified User

General Manager in Customer Service

Consumer Electronics Company, 51-200 employees

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SAP Conversational AI 7.2

Based on 38 answers

Great support from the people of SAP Conversational AI as of the community. Sometimes it takes a little while for folks of the SAP Conversational AI team to answer but this has mostly to do with the overload of questions and users the product has. The gold-support channel within Slack that SAP Conversational AI has, is a great help to distinguish more professional usage and therefore more urgent questions.

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Verified User

Consultant in Information Technology

Information Technology and Services Company, 201-500 employees

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Alternatives Considered

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.

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Verified User

Strategist in Marketing

Security & Investigations Company, 5001-10,000 employees

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We decided to go ahead with this product since our systems heavily rely on SAP already. The integration of data is seamless and can be customized to all needs. We found other competitive solutions to be worse at the data integration, although sometimes they provide a nicer UI or additional functions.

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Verified User

Consultant in Information Technology

Computer & Network Security Company, 1001-5000 employees

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Return on Investment

We are able to contact more clients on a daily basis
We are able to record and monitor phone calls for quality assurance
We are able to measure all KPI's for agent performance
The Do Not Call list is incredibly easy to add and remove clients

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Shanna Kostopulos

Paralegal/Supervisor

Summit ConversionsLegal Services, 11-50 employees

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We could use it for a client but we would need a more complex NLP because we needed, for example, to train our bot based on documents. Maybe this could be achievable with SAP Leonardo services but I couldn't see how to do this.

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Full-stack Developer

Beyond TechnologiesInformation Technology and Services, 201-500 employees

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Screenshots

See All (4) Five9 Screenshots

See All (8) SAP Conversational AI Screenshots

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Five9 Editions & Modules

Edition

Core	Contact sales team¹
Premium	Contact sales team¹
Optimum	Contact sales team¹
Ultimate	Contact sales team¹

Contact sales team

Additional Pricing Details

Five9 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

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

SAP Conversational AI Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Five9

SAP Conversational AI

Five9

SAP Conversational AI

Five9

SAP Conversational AI

Five9

SAP Conversational AI

Five9

SAP Conversational AI

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