Compare Avaya and Five9
Avaya vs Five9: A detailed comparison of key features, technical capabilities, and integrations to help IT decision makers choose the best technology for their business needs.
Overview
HQ:
- Durham, NC
Employees:
- 7900
Public/Private:
- Public: AVYA
Key Verticals:
- Business Process Outsourcers
- Education
- Healthcare
Technical
Datacenter Locations:
- EMEA: Dublin, Frankfurt, London LATAM: Brazil NA: Oregon, VIrginia Third Party: Avaya CCaaS is hosted on Azure cloud and leverages the global Azure Cloud footprint.
Supported channels:
- Outbound Dialer
- Chat
- Generic Object
- Inbound Voice
- Social Media
- Video
AI Capabilities:
- Agent Coaching (QA)
- Intelligent Virtual Assistants (IVA)
- Personality Routing
- Real-time Sentiment Analysis
Integrations
CRM/ERP/Ticketing:
- Salesforce
Social Channels:
- Apple Business Chat
Productivity Apps:
- Microsoft Teams
- Slack
USPs
Key differentiators:
- Ability to add Avaya CPaaS communications-enabled business applications, including AI virtual agents, social media hub, knowledge management, voice biometrics, multi-factor authentication, and language translations Native AI agent assist can deliver screen prompts to employees based on keywords/phrases spoken by customers
Overview
HQ:
- San Ramon, CA
Employees:
- 2000
Public/Private:
- Public: FIVN
Key Verticals:
- Financial Services
- Healthcare
- Retail
Technical
Datacenter Locations:
- APAC: Melbourne, Tokyo, Sydney EMEA: Amsterdam, Dublin, Frankfurt, Slough LATAM: São Paulo NA: Ashburn (VA), Atlanta, Chicago, Montreal, Santa Clara, Toronto Third-Party: Five9 is partially hosted on Google GCP and leverages the global GCP footprint in Australia, Brazil, Canada, Ireland, and Japan
Supported channels:
- Outbound Dialer
- Chat
- Inbound Voice
- Social Media
- Video
AI Capabilities:
- Agent Coaching (QA)
- Intelligent Virtual Assistants (IVA)
- Machine Learning (ML)
- Personality Routing
- Real-time Sentiment Analysis
Integrations
CRM/ERP/Ticketing:
- Freshdesk
- Microsoft Dynamics
- Oracle
- Salesforce
- Zendesk
Social Channels:
- Apple Business Chat
Productivity Apps:
- Microsoft Teams
- Slack
USPs
Key differentiators:
- NPS of 90 for pro services and NPS of 88 for Day 2 support in 2022 Five9 Workforce Automation (WFA) solution can streamline a variety of tasks such as emailing an invoice or saving notes to a case.