Comparing Call Center Solutions for Salesforce: Nice incontact vs Five9 vs PhoneIQ
Salesforce is a powerful CRM that can also be leveraged to operate inbound and outbound call centers. To set up a modern call center through Salesforce, you typically need a call center solution that integrates smoothly with the CRM platform. Using solutions like PhoneIQ, Five9, or Nice Incontact, you can transform your Salesforce CRM into a functional call center that allows you to take and receive calls seamlessly.
When you upgrade your business to include call center capabilities, you increase your ability to provide satisfying customer experiences and convert sales through calling campaigns. But, before you implement a call center solution, you need to learn what features and functions are must-haves. Continue reading to learn more about the criteria you should evaluate when shopping for Salesforce call center solutions.
Functions To Look For in Salesforce Call Center Solutions
When choosing a Salesforce call center solution, you should always compare platforms to ensure that you are getting the functionality you need to support your call center operation. Salesforce-integrated applications vary in capability, therefore you may struggle to find a good match if you don’t know what to look for.
That’s why we’ve created a list of preferred functions you should look for in Salesforce-integrated call center applications.
1. Computer Telephony Integration (CTI)
The modern marketplace relies heavily on well-organized and detailed data. If you are taking calls but do not have the optional to automatically store data related to those calls, you are missing opportunities to boost the efficiency and effectiveness of your call center operation. Fortunately, computer telephony integration allows you to connect your phone systems directly to vital business applications. Through this connection, you can make, take, and manage calls without using a physical phone and automatically collect and organize data related to every call.
2. Cloud-Based Call Center Platform
Legacy, on premise telephony infrastructure is outdated and unnecessary. Instead of relying on call center solutions that require a network of physical phones, you should seek a platform that operates purely in the cloud. This offers flexibility and adaptability in modern call center operations.
Pure cloud platforms are ideal because they have a multi-tenant structure. This means that upgrades and updates are made through the cloud, seamlessly, allowing you to maintain a future-proofed call center that is always on the cutting edge. Another benefit of cloud-based call center solutions is that they often enable low latency architecture to be constructed even with globally distributed teams. Since the operation is based in the cloud, agents can connect to data centers in their area, lowering latency significantly.
3. Automated Dialing Systems
Manually inputting phone numbers can slow down an outbound calling campaign significantly. That’s why the best Salesforce-integrated call center solutions feature automated dialing functionality. With automated dialers, you can connect live agents to people directly or leave pre-recorded messages for anyone that you call. With this capability available, call centers can reach large, targeted audiences with minimal manual effort required.
CRM dashboards allow users to access crucial work-related information in an instant. Since the information is all available through Salesforce, there is little need for other applications that could convolute your call center workflow.
- With a CTI dashboard, a variety of information can be made available instantly, including:
- Sales cadences
- Performance metrics
- Sales targets
- Management notes
- Customer notes
- Caller authentication
- Screen pops
5. Coaching Tools for Management
If you need a productivity boost in your call center operation, the coaching-oriented functions of some Salesforce-integrated call center solutions can be incredibly helpful. For example, many applications allow agents to listen to recorded calls, engage in three-way calls, and receive direct coaching mid-call. The whisper function in PhoneIQ, for example, allows managers to talk to agents during their calls without allowing the customer or prospect being able to hear them. This can be helpful for agents who need coaching during a specific call that they are struggling with.
6. Mobile Workforce Support
Oftentimes, call center operations expand beyond a physical office location. Many call center agents also use their smartphones to conduct business. Therefore, the ideal Salesforce-integrated call center solution will also offer agents access on the go. To ensure that your chosen application is mobile workforce ready, look for systems that offer support for iOS and Android as well as the capacity to regularly sync mobile activities with your Salesforce CRM.
Top Features for Salesforce Call Center Solutions
Now that you are aware of the broad range of functionality that should be offered in a modern call center solution, you can begin learning more about the specific features many of these platforms offer. Here are some key features you should look out for.
Web Based IVR Management
IVR systems allow call centers to process inbound calls, giving them complete control over automated answering campaigns. When an inbound call is received, platforms equipped with IVR management can play a recorded message based on information featured in their database, then route the call based on information provided by the caller. Some factors that determine where a call is routed include lead information, current opportunities, language spoken, and other relevant contact information.
For call centers that need to process a large number of inbound calls regularly, this feature is essential!
Automatic Call Distribution Queues
If there is a massive influx of calls made to your call center, you may not have enough live agents available to take them all. With the automatic call distribution queue feature, you gain the ability to automatically keep callers on hold until an agent is available to speak with them. When an agent does become available, the call will be forwarded to them immediately.
In many cases, you can even customize the entire on-hold experience. For example, you can play music, provide a set of instructions, or feature any other relevant audio sources.
Automatic Queue Call Back
Callers are not always available to wait on hold until an agent becomes available. Automatic queue call back features allow callers to hold their position in the queue by requesting a call back at a later time. By offering them the option to get called back, you increase the chances of each caller actually having the opportunity to speak to someone from your organization.
With automation involved, the process of requesting a call back is even simpler. Callers do not need to speak to anyone to request a call back, meaning they can complete the process with no need for live operators. This enhances the overall customer experience because customers are usually not interested in sitting on hold for extended periods.
Skills-based Call Routing
Customers will quickly become frustrated if their call is routed to someone who is not equipped to handle their issues. With skills-based call routing features, you can automatically route calls to people who are equipped with the expertise needed to handle a caller’s specific needs. This saves time for agents and callers because it eliminates the step of them talking to someone who cannot address their problems.
If your agents need to type in every phone number manually, a large amount of time will be wasted in the process. With click-to-dial features enabled, you can initiate calls instantly with the click of a button. This boost efficiency and makes agents far more productive during their shifts.
Screen pops are displayed on screen during any call made with some call center solutions. These screen pops display relevant profiles, cases, opportunities and other relevant information that may be helpful. With screen pops enabled, you get the information you need throughout the call without any need to navigate other applications during the call.
Import Dialing Lists From Salesforce
If you have a list of contacts in your Salesforce database, it can be incredibly helpful to use those lists for an outbound calling campaign. Many call center solutions allow you to import this data and leverage it in a Salesforce calling campaign. Once a list is imported, it can be dialed using automated dialing systems featured in the system.
Comparing Salesforce Call Center Solutions
Call center solutions are abundant in the marketplace. Yet, not all of these applications offer the same level of affordability, functionality, and features. In this section of the article, we will be comparing three popular Salesforce call center solutions: Nice Incontact, Five9, and PhoneIQ. Here is a brief comparison of the three:
What Five9 Does
Five9 is a moden cloud contact center solution that aims to elevate customer and agent experiences. Their platform emphasizes the use of artificial intelligence in efforts to evolve contact center operations. There are a variety of automated features, such as automated dialing, analytics, reporting, and more. It is known to be readily scalable and offers a complete assortment of functionality and features.
The base features of Five9 are readily praised, but people are not so happy with the customer support. Some users report that the mechanics used in the application are difficult to understand because the application offers minimal documentation for errors and issues. Still, Five9 can be a great platform once it is integrated properly. Salesforce integration is simple and there are plenty of options for configuration.
Because Five9 is heavily reliant on highly advanced technologies, their product comes at a premium price. For their core package, you can expect to pay $149 monthly per user per month. Their highest level package costs $229 per user per month, meaning this product is best for companies that can justify such huge costs.
What NICE inContact Does
NICE is touted as a multichannel cloud contact center solution. It has users in more than 100 countries and they have more than 15 years of history operating cloud-based applications. The platform features customer analytics and advanced CTI functionality similar to many other Salesforce call center solutions. It also has omnichannel routing capabilities that help representatives stay connected to customers across a variety of digital channels as well as business phone systems.
NICE uses AI to perform skills-based routing, meaning callers can quickly get connected to an agent who can actually help them. All agents are provided with a Customer Card whenever they take or make a call, allowing for a personalized interaction with each caller. In addition to these experience driven features, NICE inContact also offers no-pause automated dialing systems that help agents process call lists faster and more efficiently, increasing overall talk time per agent.
NICE inContact Reviews
Many users are impressed that inContact allows agents to handle many types of calls with specialized call routing to ensure that callers get in touch with the right agent. Though, some have also stated that the customer support is not the greatest. Other reviews also express that integration for this application is difficult and sometimes ineffective, with reporting features not always functioning properly after initial integration.
On the bright side, users are happy that this application offers full cloud scalability with an engaging and easy-to-use interface. This, paired with the intuitive functions make the platform easy to pick up once it has been effectively integrated. Unfortunately, these benefits are weighed down by the fact that the application sometimes lags and freezing, causing frustration with users.
NICE inContact Pricing
inContact uses a quote-based pricing structure. Therefore, pricing information is not made publicly available. Still, user-submitted reviews claim that their core package usually ranges in price from $90 to $100 per user per month.
What PhoneIQ Does
PhoneIQ is a modern contact center solution that is designed to integrate seamlessly with Salesforce. There are a number of useful features on this platform, including local presence, automatic call recording, click-to-dial, power dialing, queue management, voicemail drop, and call-routing. Additionally, there is a full range of data tracking, reporting, and analytics functions in the application.
PhoneIQ is often praised for it’s stellar customer support. The team is well-versed in all things Salesforce, therefore they are equipped to help users address all implementation issues that arise with the platform. Though, some people were surprised to find that they could not use PhoneIQ with CRMs other than Salesforce. If your company operates Salesforce, this won’t be an issue, but this does eliminate a section of call center operations.
PhoneIQ generally works well, but sometimes parts of the program do not work as expected. Fortunately, the PhoneIQ support team is available 24/7 via email, phone or chat to help users figure out why things are not working properly.
Generally, PhoneIQ is suggested to be an exceptional application that offers a lot to Salesforce-based call center operations. With their great customer support, you can depend on them to help you overcome any unexpected issues that arise.
PhoneIQ offers affordable pricing for businesses of all sizes. Their base pricing is $25 per user, with enterprise plans starting at $75 per user. This is with an annual contract.
PhoneIQ also offers a 7 day free trial for new users, allowing prospective customers to get a taste of what this powerful platform has to offer. You can also request a personalized demo to have a specialist show you how the platform could be used in your contact center.
PhoneIQ vs Five9 vs NICE inContact
The Salesforce call center solution that fits your company depends on your specific needs. For example, companies that need an affordable solution may struggle to afford higher-end products like Five9 and inContact. These platforms tend to cost more because they are designed to integrate with many different CRMs, rather than just Salesforce. With PhoneIQ, you don’t have to pay for functionality that you won’t use, so costs are far more limited.
If your goal is to secure a functional and effective call center solution that integrates seamlessly with Salesforce, consider getting a free trial of PhoneIQ. It may also be necessary to try out other platforms, but understand that neither inContact nor Five9 offer free trials. That means you will need to pay to try out the platforms.