What users are saying about
56 Ratings
56 Ratings
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Score 7.4 out of 100
60 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

SAP Conversational AI

Looking from a global point of view and the ability to integrate through the use of Webhook, I think any scenario would be available or suitable for SAP Conversational AI: Service Support Center, for financial and credit entities, at the level of educational consultation, etc.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Five9
7.9
SAP Conversational AI
Agent dashboard
Five9
7.0
SAP Conversational AI
Validate callers
Five9
8.0
SAP Conversational AI
Outbound response
Five9
8.0
SAP Conversational AI
Call forwarding
Five9
6.0
SAP Conversational AI
Warm transfer
Five9
7.0
SAP Conversational AI
Predictive dialing
Five9
8.0
SAP Conversational AI
Call tracking
Five9
9.0
SAP Conversational AI
Multichannel integration
Five9
9.0
SAP Conversational AI
CRM software integration
Five9
9.0
SAP Conversational AI

Workforce Optimization (WFO)

Five9
9.1
SAP Conversational AI
Inbound call routing
Five9
9.0
SAP Conversational AI
Recording
Five9
9.0
SAP Conversational AI
Quality management
Five9
9.4
SAP Conversational AI
Call analytics
Five9
9.0
SAP Conversational AI
Historical reporting
Five9
9.0
SAP Conversational AI
Live reporting
Five9
9.0
SAP Conversational AI

Pros

Five9

  • 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.
Matt Zemon | TrustRadius Reviewer

SAP Conversational AI

  • 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.
Aditya Mohan | TrustRadius Reviewer

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.
Ariana Thompson | TrustRadius Reviewer

SAP Conversational AI

  • 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
Anonymous | TrustRadius Reviewer

Usability

Five9

No score
No answers yet
No answers on this topic

SAP Conversational AI

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
Anonymous | TrustRadius Reviewer

Reliability and Availability

Five9

No score
No answers yet
No answers on this topic

SAP Conversational AI

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.
Anonymous | TrustRadius Reviewer

Performance

Five9

No score
No answers yet
No answers on this topic

SAP Conversational AI

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.
Anonymous | TrustRadius Reviewer

Support Rating

Five9

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.
Anonymous | TrustRadius Reviewer

SAP Conversational AI

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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Five9

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.
Anonymous | TrustRadius Reviewer

SAP Conversational AI

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Five9

  • 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
Shanna Kostopulos | TrustRadius Reviewer

SAP Conversational AI

  • 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.
Marcella Penha | TrustRadius Reviewer

Screenshots

Pricing Details

Five9

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Five9 Editions & Modules

Edition
CoreContact sales team1
PremiumContact sales team1
OptimumContact sales team1
UltimateContact sales team1
  1. 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

SAP Conversational AI

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

Likelihood to Recommend

Five9
7.6
SAP Conversational AI
7.6

Usability

Five9
SAP Conversational AI
7.7

Reliability and Availability

Five9
SAP Conversational AI
8.2

Performance

Five9
SAP Conversational AI
8.2

Support Rating

Five9
8.2
SAP Conversational AI
7.2

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