Five9 vs. Convoso: A Clear-Cut Choice for Contact Rates and Conversions
ConvosoEvery interaction counts. In the fast paced world of sales and lead generation, every call, text, and email is a potential game changer. These tiny actions accumulate into massive impact on your bottom line.
Don’t settle for average. Your sales team (or any agent doing proactive outreach) deserves a dialer that is as relentless as they are. A call center platform that skyrockets efficiency, supercharges prospect engagement and connection, and ultimately drives revenue. Because let’s face it, leaving profits & growth untapped is like leaving money on the table.
Ready to level up your sales game? We’ve pitted two industry titans against each other: Five9 vs Convoso. Let’s dive in and discover which platform will help your team reign supreme.
Five9: A Strong Inbound and CX Solution
Five9 has been a cornerstone in the cloud contact center world since its inception in 2001. By providing an alternative to traditional on-premise systems, Five9 has grown into a contact center leader. While offering inbound, outbound and blended dialing, Five9 truly shines when it comes to inbound interactions and overall customer experience.
But are their dialing options capable of delivering the results your sales team needs?
Inbound and Customer Experience (CX)
Five9 is a go-to for contact centers of all sizes seeking an inbound or CX solution. Their Automatic Call Distribution (ACD) is a proven workhorse, managed by their AI-driven call routing. This dynamic duo ensures customer calls land in the right hands. Plus, their cloud-based platform boasts reliability and security, giving CX Teams peace of mind as they deliver exceptional customer service.
[Convoso also offers companies blended contact center capabilities for both inbound and outbound.]
Omnichannel
Five9’s automation-driven platform enables customer experience teams to support customers over inbound calling, email, SMS, webchat, video, and social messaging apps.
[Convoso’s omnichannel capabilities are designed for outbound dialing, allowing companies to maximize the value of lead lists and increase contact rates by automating outreach and follow up cadences over calling, SMS text, and email]
Employee Efficiency
To deliver outstanding customer experiences, you need empowered agents. Five9 offers a robust suite of tools to help managers optimize agent performance, keep morale high, and prevent call center agent burnout as customers call in. Key CX capabilities include agent monitoring, gamification, schedule management, evaluation tools, real-time analytics and more, all readily available in their higher-tiered packages.
[Convoso has a robust set of tools to support agent productivity, boost morale, and drive engagement with top call center management tools and customizable dashboards.]
Integrations
Five9 can integrate with a wide range of Customer Relationship Management (CRM), Workforce Management (WFM), and Workforce Engagement software via integrations and add-ons. The platform offers a variety of tools and APIs to help you integrate custom systems. However, integrating with the platform is reported to be complex and potentially frustrating.
[Convoso’s open API allows businesses to take advantage of powerful third party integrations and works with some operations to customize tools as needed.]
Five9 for Outbound Sales: Can It Deliver?
While Five9 has solidified its reputation as an inbound powerhouse, its outbound capabilities should raise concerns among outbound sales or CX teams doing proactive outreach. Let’s dive into the specifics.
Missed Opportunities: Five9 Predictive Dialer
While Five9 does boast a line-up of dialing modes—their promises to supercharge outbound sales often fall flat. Many customer reports paint a picture of a dialer lacking the intelligence to consistently connect agents with live prospects to respond quickly to changes in call volume. It’s like trying to hit a moving target with a slingshot. The consequences of such underperformance are clear: wasted time, skyrocketing lead costs, and demoralized sales teams. When calls aren’t connecting, the entire sales operation grinds to a halt.
“The problem with Five9 is the integrations are an absolute nightmare. With Convoso it's just so simple.” – Michael Francik, Co-Founder, TruAlliant
The Wrong Scale for Outbound
A critical factor for any sales team is the ability to quickly and efficiently scale leads, lists, and campaigns across a contact center platform. According to feedback from customers who have switched to Convoso, Five9 falls short in this area. Upload speeds are reportedly very slow, and there is a cap on the number of leads that can be uploaded at a given time.
Five9’s platform, despite offering various dialers and automation, struggles to match the pace and efficiency required for rapid sales growth. This can result in missed opportunities, decreased agent productivity, and ultimately, a lower return on investment.
Inaccurate Answering Machine Detection
Answering Machine Detection (AMD) is the cornerstone of efficient outbound sales or proactive customer outreach. While Five9 also offers answering machine detection with its dialer, customer feedback suggests it doesn’t match the accuracy and speed of more specialized solutions like Convoso’s highly accurate AMD software.
For Jesse Daniels and his team of agents at One Health Direct, insufficient answering machine detection performance was a huge ROI killer:
“One of the big issues we had with Five9, and then VICIdial as well, was the answering machine detection. It was very inaccurate. Our agents were spending about 70% of their day coding answering machines. It was very, very unproductive.”
When a system fails to deliver, that equals lost revenue. Perhaps that’s why another customer saw five times as many conversations and sales in a side-by-side comparison between Five9 and Convoso.
Performance and Administrative Pains
Dialing performance is repeatedly reported to be an issue with the Five9 platform, with many customers citing poor call quality and platform instability as reasons they were considering another technology provider.
Beyond dialing performance, the overall administrative experience within Five9 has been a point of contention. Users have reported a bloated and outdated admin interface, greatly hindering efficiency and user satisfaction. This can lead to increased training time, errors, and frustration among administrative staff.
Equally frustrating, Five9 is still committed to using more rigid SOAP APIs which can frustrate users trying to configure data-driven functionality in the platform. It’s also reported that customization options feel pieced together and that custom reporting is only possible through a third-party development partner.
In contrast, platforms like Convoso prioritize user experience and offer intuitive tools for managing campaigns, agents, and data. This streamlined approach can significantly impact operational efficiency and overall team morale.
Convoso: The Outbound Growth Engine
When it comes to outbound sales and lead generation, Convoso and Five9 represent two distinct roads. For organizations seeking explosive growth and maximum ROI, and the ability to manage their platform without getting a third-party developer involved, Convoso is the clear frontrunner.
As Convoso CEO Nima Hakimi puts it,
“Convoso is built for scaling call centers. a If you’re looking to grow, and really take your organization to the next level, then you need a solution like Convoso.”
A Predictive Dialer Built for Speed and Scale
Convoso’s predictive dialer is the heart of its outbound success. Unlike Five9, it’s engineered to handle massive call volumes without sacrificing speed or accuracy. This means more connected calls, higher conversion rates, and ultimately, increased revenue.
The managing partner at a health insurance broker–a former Five9 customer–experienced the difference firsthand, saying switching to Convoso was like night and day:
“Our metrics changed immediately… We’re making a tremendous amount more in sales, we’re dialing significantly less data than before, and our connection rate has increased 400%.”
What Sets the Convoso Predictive Dialer Apart
Reliability + Intelligence: The Convoso predictive dialer is designed to scale as your business grows. Our DX5 engine is able to quickly adjust in real time as your call volume demands change.
Industry-Best Speed to Lead: Convoso’s predictive dialer allows companies to get to leads while they’re still warm to close more sales quickly.
Caller ID Reputation Management
One of the biggest challenges companies face today is when legitimate calls are blocked and/or flagged as potential spam. If you can’t reach your intended audience of potential buyers, how are you going to sell to or qualify a lead?
It’s been an enormous business model disrupter and ROI-slayer for telemarketers. That’s why outbound contact centers have been scrambling for a solution. For former Five9 customer David Zamani, the issue became a deal breaker:
By the time I would see that certain numbers were flagged as spam and try to rotate them, from an operational standpoint, it was impossible. That created a major issue for our overall connectivity rate, …requiring us to dwell on a lot more data to connect our agents with consumers… We knew we needed to make a change.”
Recognizing the scale of call flagging issues, Convoso developed its own comprehensive DID management suite called ClearCallerID Pro™. Our customers get full transparency into the health of their caller IDs, with performance metrics broken out across all major carriers. Convoso customers are able to automate swapping out flagged numbers —before they harm contact rates and take a bite out of their bottom line.
It’s All About Contact Rates (no contact, no sale, no revenue)
At the heart of every successful outbound campaign lies the ability to connect with prospects. Convoso is the industry leader at increasing contact rates by 3X. Our proven track record helps businesses achieve more sales and revenue than traditional dialers.
How Does Convoso do it?
As mentioned above, contact centers reach more leads with Convoso’s superior predictive dialer that efficiently balances agent idle time with drop rates, and allows for ad-hoc dynamic changes to campaign and call selection criteria, ensuring that each customer has more accessibility and control over their own account.
Predictive Dialing Perfection: Convoso's predictive dialer is a master of efficiency, balancing agent idle time with call volume to maximize connections.
Lightning-Fast Scalability: Need to ramp up your outbound efforts? Convoso scales seamlessly, ensuring you can reach more leads without sacrificing efficiency.
Speed to Lead: Connect with prospects before your competitors. Convoso's lightning-fast dialer throughput gives you a competitive edge.
Smart Voicemail Detection: Our advanced answering machine detection technology saves agents time and ensures every call is handled effectively.
The bottom line? With Convoso, you're not just dialing numbers; you're connecting with leads and turning them into customers.
Dynamic Scripting Software
In addition to getting agents on the phone more frequently and at a lower cost, Convoso makes it easier for them to close sales with the right scripts.
Our Dynamic scripting software auto-populates sales scripts that are personalized with data from your CRM. Better yet, the scripts update in real time in response to your agent’s conversation, ensuring that agents have easy access to the sales message that supports compliance and drives more sales.
Convoso: More than Just Outbound
While Convoso is renowned for its outbound capabilities, we don't overlook the importance of inbound customer service. Our platform offers a comprehensive suite of features to help blended contact centers deliver exceptional experiences.
As a health insurance customer sums it up:
“Convoso has all the capabilities of Five9 for inbound that we’ve ever had… but better because everything can be customized. In Five9, you’re very limited to what’s out-of-the-box. Convoso can really be tailored to everything you need.”
Key Inbound Features:
Intelligent Routing: Ensure calls are directed to the most qualified agents.
IVR Customization: Create personalized self-service options for customers.
Reporting and Analytics: Gain insight into real-time and historical agent performance and success.
By choosing Convoso, you're investing in a platform that can handle both your inbound and outbound needs, providing a unified solution for your contact center.
Don’t Just Choose a Growth Tool. Choose a Growth Partner.
Our customers have consistently shared another clear distinction between Convoso and Five9: customer care. Convoso is more than just a software provider; we're your growth partner. From onboarding to ongoing support, we're invested in your success.
One of the biggest headaches for businesses switching contact center software is the lengthy and complex implementation process. Five9, unfortunately, has a reputation for drawn-out implementations that can take months and drive up costs.
At Convoso, we believe in a different approach. Our platform is designed for rapid deployment, often allowing customers to be up and running within two weeks. This means you can start seeing results faster and avoid costly delays.
Zach Randolph, VP of Sales at Ascent Mortgage Group echoes this sentiment:
“Our main reason for switching was because we felt like a small blip on Five9’s radar when it came to customer service. Convoso promised much more hands-on customer service and tech support and they have delivered!
That's why we won a Gold Stevie Award for customer service excellence. When you choose Convoso, you're not just getting software; you're gaining a technology partner committed to your success.
It’s just one more reason that Convoso is better positioned to deliver more conversations, more conversions, and more growth for your sales team.
Ready to experience the Convoso difference? Sign up for a free demo today and discover how our platform can drive more conversations, conversions, and growth for your sales team.