Call Center Software Comparison: NICE CXone, Genesys, Five9, Zoom, Dialpad, and RingCentral��

Your company has a call center, and it’s time to shop for new call center software. You’ve heard of the big names out there, like NICE CXone, Genesyss, Five9, Zoom, Dialpad, and RingCentral. But what’s the biggest differences between these vendors?
In this video, I cover the similarities and differences of all these vendors.

Which contact center software vendors should your company quote? Ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Well, your company has a call center, and it’s time to shop for new call center software. They’ve heard a lot of big names out there. Like nice one, Genesis five nine, dial pad zoom, RingCentral. You’ve heard all these names, but what are the differences between these different vendors? Are there differences? Are they all kind of the same? Does it really matter which one of them your company goes with? Well, my name is Mike Smith. I’m the president. So come, let’s put our heads together on this.

My Recommendations

If you want a shortcut, though, if you just like to cut to the chase and then know, hey, which vendors should our company be quoting for our call center? Well, reach out, send me an email or give me a call (714.593.0011). It doesn’t cost you anything. And I’ve been a broker for all these major vendors for over 25 years. So I know the industry inside and out. And based on your company’s requirements. I’ll introduce you to the best 2 or 3 vendors that your company should be quoting and help you get the best pricing from them possible. So I’ll get you better pricing than if you’re just calling these companies directly. So definitely reach out and contact me. Join the thousands of other companies who’ve used me to help their company make a lot better decision in a fraction of the time, and it doesn’t cost you anything. It’s absolutely free. So my expertise is companies with 50 or more employees of that fits your organization. Reach out. Call me. I’d love to help you. Also, don’t forget to subscribe to my YouTube channel so you don’t miss any of my weekly videos that I put out. And go check out our website, Aerocominc.com. On our website, you can write reviews on providers. You can read reviews on providers. You can watch videos on providers. Read about them. You can filter providers based on features and capabilities. A lot of cool stuff. So go check it out.

Two Categories: Pure CCaaS and All-In-One

All right. We’re going to take a look at these six vendors that I mentioned. Nice one. Genesis five nine. Zoom phone RingCentral and Dial pad. if we look at those vendors, the first thing I would do in terms of trying to differentiate them is I would put them into two categories. The first category would be primarily call center software only, or they call it contact center software only. An industry buzzword right now, acronym is called CCaaS, CCaaS contact center as a service. So primarily C CAS contact center software. That’s what they specialize in. That would be NICE CXone. And Genesis. in another category I would have a category for service providers who offer both regular phone system software, what they call Ucas, Unified Communications as a service and contact center software. So they do both very well as opposed to specializing in just contact center. The vendors like zoom phone, RingCentral and Dial Pad. Their focus is on doing both very well. Both phone system software and call center software as opposed to the others. Just do call center software. Really? Well. The others do have ways to get you phone system software as well, but that’s not their expertise. Whereas Dial Pad or RingCentral zoom phone, that is their expertise. Both are really their expertise. So those are the two categories call center software only providers and all in one provider’s all in one meaning phone system software and call center software. So that’s one way to differentiate them.

Similarities: Omni-Channel, Analytics, Customer Sentiment

Okay. So we’ve talked about the main way to differentiate them. Let’s talk really quickly about some similarities. Here’s where you’re going to find a lot of similarities.
All six of these providers are omnichannel. So that means they offer multiple communication channels for your call center, meaning that they can add calls into there. They can add SMS text messages into there, they can offer web chat as a channel. They can offer email as a channel. They can offer social media as a channel like WhatsApp or Instagram or Facebook. omnichannel software is something that all of them are going to offer. So you’re not going to see any differentiators there.
Another similarity is analytics. All six of them are going to offer pretty good analytics like really in-depth analytics. So if you want to really look at all types of different ways you can breakup calls, you want to create custom analytics, custom reports. You want those reports emailed to your key executives. All six of those service providers can do that.
Customer sentiment is something they all do. All six of those providers are going to say, hey, we can do customer sentiment. We can tell you through AI, if somebody is happy on a call, somebody is not happy on a call somebody. You’ve got an angry customer. They can let you know customer sentiment. All six of them can do that.

Similarities: AI, CRM Integration, Dialers

Speaking of AI, all six of them do that as well so they can give you an AI bought for phone calls, coming in for chats, taking place so they can have an AI bot that’s interacting with the customer. All of them do that.
CRM integration. All of them do that as well. They all integrate with the major CRM is out there. We’re talking Salesforce, HubSpot, Zendesk. They all have pre-built integration for all of those. All six of the vendors that I mentioned have that.
And lastly, Dialers, all six of them can offer a dialer solution. So if your company wants a solution, all six of them can offer that. So thinking after you hear all those similarities, you’re like

Differences

geez, Mike. Like they all sound like they have all the same stuff, right? Yes and no. So they all offer those things. But when you start to get into the weeds of those different things that I talked about, that’s where you’re going to see some differences and some of these differences. I’ll be honest with you, really depend on your company’s specific use case. So all of those things I just mentioned, which are the most important to you, and you’re going to start diving in on the demos and seeing there’s subtle differentiation, maybe in the analytics, maybe in the AI, you know, maybe in customer sentiment and how you can see it. And maybe it’s real time customer sentiment versus historical customer sentiment. These are digging in a little bit. You’re going to start seeing some differentiation. There.
But let’s talk about differentiation in terms of those two categories. Let’s at least break that down a little bit. If I if I talked about differentiation about all these providers, every single thing that’s slightly different with them, this video would be 24 hours long. It would be really boring. Right. So I’m going to try to summarize it a little bit for you in terms of just the experiences I’ve had demoing these providers on a daily basis for all my customers and seeing what the differentiation is. So let’s break it up at least between those two categories I mentioned. So call center software only versus all in one service providers.

Pure CCaaS Differences

the call center software only vendors like NICE CXone Genesis and five nine, these vendors are going to be better when it comes to customization. So for instance, if you really want to get into customizing your analytics to some crazy weird details and seeing all these different little things, those are going to be the best vendors for that day. You know, this is what they specialize in. And I’d say to take it a step further, these vendors really specialize in larger call centers. So if your company has a call center with, I’d say, 100 or more agents, that’s their sweet spot. You start getting into the smaller call centers like we have five, we have ten, we have 20 agents. That’s not really their sweet spot. Yes, they can service you. Those call center software only vendors can service call centers that small. But that’s not their sweet spot. They really want large call centers. They want the large call centers who have very custom applications, who are looking to do use cases that, like, I said, you want to break up the analytics into some very unique reporting requirements that your company has. You’ve been doing call centers for a long time, and you have your call center. There’s some specific things that you guys really need. Another thing that they’ll offer that a lot of the smaller ones want is in-depth workforce management. So if you really want help with scheduling your agents or if you want things like gamification, that’s where you’re going to see some differentiation.

Workfoce Automation & Gamification

With the call center software only vendors, they’re going to offer those types of things. They’re going to offer really great, you know, workforce automation. They’re going to offer some really great gamification options. They’re going to get into that customization, things like Dialers. Yeah, all six of these vendors do Dialers. But the call center only vendors are going to offer all four types of Dialers that you might want. Whereas all in one vendors might offer 1 or 2 types of dialers. If you want to know about those, look that up. There’s actually at least four different types of dialers. Some people say five, but I’d say at least four different types of dialers. And the big companies that are the the all in one are not going to offer all four, whereas the call center only vendors are going to offer all four. Also integration, software integration. You might find some different CRM integration with the call center only vendors. Maybe they’re going to have a little bit better integration. They’re going to offer just a couple little extra features when it comes to integrating with Salesforce. Then maybe some of the all in one vendors, or maybe it’s a banking software that you that you need. So they’re going to offer something a little bit better when it comes to that. So if you have a specific banking software you’re checking. Chances of one of the call center only vendors being able to integrate with that banking software, as opposed to all one or higher, and having it be more cost effective because maybe it’s built in-house and they’re not using a third party like the all in one vendors are doing.

Pure CCaaS specific differences

Okay, so that’s some of the general specifics. specifically talking about those companies like NICE CXone Genesys, I can give you a few things right out of the gate that I’ve experienced recently with those vendors. Like NICE CXone seems to show really well with a lot of customers. Their interface, their UI is really good. So that’s really impressive to a lot of customers when they demo it. Five nine seems like they jumped out a little bit ahead of the curve when it comes to AI. So a genetic AI bots five nine really establish himself as a leader early on. So that’s been something they’ve been leading on recently. Now some of these things have changed depending on when you’re watching this video. Right. But and then Genesis kind of, you know, really established himself as really having great integration with banking software. They did that early on as well. So that’s been kind of like a strong suit for them again. So these things change month by month. So it depends on when you’re watching this video and what your company is specifically. But that’s just some of the differentiation right out of the gate when it comes to the call center software only vendors. So now let’s talk about the all in one vendors. I would say that in general, the all in one vendors sweet spot is companies with

All-In-One Differences

more regular phone system users than call center software agents. Like, for instance, your company has a 100 employees on regular phone system software and you have 20 call center agents. So you have a relatively small call center and a larger company. So maybe you have 500 employees and 20 call center agents, something like that. That is in my mind, that’s really the sweet spot for an all in one vendor who can do both. Phone system software really well and call center software really well. And then getting to the service provider specifically, what are some of the sweet spots for dial pad, zoom and RingCentral? Well, again, some of these are going to change over time. But as of when I’m making this video, some of my opinions are is that dial pad really leads the marketplace when it comes to cutting edge technology and also competitive pricing. So Dial Pad can offer some really cool technology out there. So like for instance, they can do our automated CSat scores on every single call when it comes to call center. So so every single call that you have it takes place. They can automatically give you an AI, CSat score. They do all kinds of really cool stuff technology wise. When you really start doing that demo, you’ll you’ll see what I’m talking about. And then cost wise they’re they’re very competitive on pricing. Now zoom zoom is really good at AI Bot like zoom is doing a great job. They launched in a agentic AI bought early on with their webchat. Now they’ve added it to a voice bot as well.

Specific All-In-One Differences

So they’re really, you know, pushing the envelope and leading the marketplace when it comes to that. They also just do an overall great job on pricing when it comes to the cloud phone system side as well. So very competitive on that side. And they offer also a great teams phone integration like a dialer plug in for teams phone with good two way present sharing. So they do a really good job with teams. If you’re companies using a lot of teams and you have a call center and you have a phone system, that might be a good option. RingCentral is really the marketplace leader when it comes to the teams dialer plug in. They do a great job on the phone system side. With that, teams dialer plug in. RingCentral also offers a ton of features all the way across the board. They’ve been doing it for a long time, so their phone system features very robust. They offer some cool things like the ability to have mass MMS and email. So if your company also wants to consolidate vendors and send out mass text messages to your customers, RingCentral has a platform for that where the others don’t. Also, things like mass email platforms and measuring all that, they do that as well. So that’s kind of some sweet spot for RingCentral. But all of them are great providers but those are some areas of differentiation.

Which Contact Center Software Vendors should your firm quote?

All right. So that’s just overall how to separate some of those vendors. Again a lot of it starts getting into the weeds. And it’s really company specific. So if you’d like more information on that of which vendors your company should be quoting for your call center software and phone system software, reach out, send me an email or give me a call (714.593.0011). I’d love to help you with that. I’m a broker for all the major vendors in the marketplace, for Call center, for Phone System, and I’ve been doing it for over 25 years. So join the thousands of other companies that have used me to help their company make a lot better decision, and a fraction of the time, don’t just reach out and call these vendors. If you work through me, I’m going to get you a lot better pricing on these vendors. So absolutely send me an email. Give me a call. I’d love to help you with it. And on top of all that, I don’t charge your company a dime for using me. The service providers pay me my broker fee so I don’t have to charge you guys anything, so there’s no excuse not to at least get my opinion on this stuff. So I’d love to help you if you got something out of the video. It’s a nice way to say thank you is just reach out and ask me for my advice on this stuff. I’d love to help you. All right. As always, don’t forget to subscribe to my YouTube channel to make sure you don’t miss any of my future weekly videos that I put out. And it also helps get the word out there. It makes my channel more popular