Need to frequently call your customers for service requests or sales? Streamline your calling with a predictive dialer. Explore these Five9 alternatives.
With limited time on their hands, customer service or sales agents should not have to manually dial phone numbers and wait for customers to answer the calls. With technology such as predictive dialers, this entire process can be automated such that agents are involved only after customers answer the call.
Five9 is one of the top 20 call center software tools in Capterra that offers predictive dialing functionality. It helps companies manage their customer service and sales calls and is used by companies such as DoorDash, Lululemon, Estee Lauder, Expedia, and DHL.
However, because famous companies use this tool, it does not become the right choice for your business. It is always a good idea to look at a few alternatives.
We have compiled a list of the top Five9 alternatives that offer similar predictive dialer capabilities. To be considered for this list, the tools had to offer predictive dialer as a core feature. They also had to have a review rating of 4+ in the last one year on Capterra’s product directory.
For more details on how we selected these tools, please review our methodology here.
Here are the tools we will cover, in alphabetical order:
1. Bright Pattern
Bright Pattern is a contact center tool quite similar to Five9. It offers a cloud-based predictive dialer as one of its core features. Its other key features include full call control from the web browser, call transcription, dropped calls conversation continuity, and virtual queue with callback.
Highlights of the tool include:
Automatic call progress analysis that detects when an answering machine or a person accepts a call and knows when to leave messages or connect callers to agents.
Personal routing through contacts identified using data from a customer relationship management (CRM) tool such that calls from customers are sent to the same agents or team that previously served them.
Reviewers of Bright Pattern on Capterra share the following pros and cons:
Pros | Cons |
|---|---|
A system administrator can customize and edit the look and feel of the tool without the need for IT support or a web developer. | Some users would like to be able to tally key information such as average call time, average hold time, and average daily calls on the agent level, without company-wide reporting. |
How much does Bright Pattern cost? Vendor does not provide pricing information on its website. Businesses can request quotes from the vendor.
Predictive dialer operation in Bright Pattern (Source)
2. NICE inContact CXone
NICE inContact CXone is a call center tool that offers a stand-alone predictive dialer module. It also helps manage emails, live chat, and SMS communication.
Highlights of the tool include:
Agents are auto-assigned to outbound calls as soon as customers answer. So, customers are not greeted with a ring or silence as some predictive dialers on the market do.
Dialing lists are auto-updated based on business and CRM data. This helps ensure all customers and business contacts are segmented into appropriate dialing lists.
Reviewers of Nice inContact CXone on Capterra share the following pros and cons:
Pros | Cons |
|---|---|
Supervisor functions such as coaching and monitoring help managers train agents and monitor the quality of customer service and sales initiatives. | The tool is susceptible to loading slowly and that can cause call drops for inbound calls. |
How much does NICE inContact CXone cost? Vendor does not provide pricing information on its website. Businesses can request quotes from the vendor.
Contact history of a customer in NICE inContact CXone (Source)
3. RingCentral
RingCentral is a contact center management tool that offers a standalone predictive dialer module. The tool supports cloud phone, team messaging, and online meetings for internal communication between customer service and sales teams.
Highlights of the tool include:
Guided engagement flows that help each agent navigate customer interactions with personalized information on the customer.
Supervisor capabilities such as monitoring, chat suggestions, and barge-in to coach and train agents.
Reviewers of RingCentral on Capterra share the following pros and cons:
Pros | Cons |
|---|---|
The tool has multiple options for setting up routing for voice calls as well as detailed tracking of these calls in the reporting. | Switching between calls and placing calls on hold can sometimes lead to call drops. |
How much does RingCentral CXone cost? Vendor does not provide pricing information on its website. Businesses can request quotes from the vendor.
Dashboard showing performance in RingCentral (Source)
4. Talkdesk
Talkdesk is a cloud-based call center software. It offers a predictive dialer in the outbound dialer module. It also offers modules for reporting and analytics, workforce engagement, as well as self-service for creating a customer-facing knowledge base.
Highlights of the tool include:
Automatically filter out unproductive calls, such as voicemails, busy signals, and no answers.
Ability to import and manage customer lists, by uploading a CSV file, pushing records from Salesforce and other CRM tools or business systems via integration.
Reviewers of TalkDesk on Capterra share the following pros and cons:
Pros | Cons |
|---|---|
The tool has a user-friendly interface and is easy to set up without technical expertise. | The tool has a user-friendly interface and is easy to set up without technical expertise. |
How much does Talkdesk cost? Vendor does not provide pricing information on its website. Businesses can request quotes from the vendor.
Are there other alternatives for predictive dialing?
While predictive dialing is not the only feature Five9 offers, in this article we have focused on that. The goal of predictive dialing is to help customer service and sales agents save time and focus on talking to customers instead of dialing numbers and waiting for calls to be answered.
Similar functionality is offered by other types of tools as well. You can also explore the following options and their predictive dialer functionalities:
Customer engagement platforms: These help businesses create and track customers’ journeys as well as provide personalized content when interacting with them. They also ensure that agents on the call are always aware of customers’ journey with the business and what their likes/dikes are.
Customer experience software: These help businesses collect, organize, and track customer feedback so that agents can close customer requests and queries more quickly. Much like customer engagement platforms, these also ensure that agents on the call have insight into the customer’s relationship with the business and offer priority or assistance accordingly.
If you are already using a tool to manage your customer service or sales initiatives, please share your review with us in the comments below.