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Five9 vs ReadyMode

Last Updated: November 18th, 2024

Our analysts compared Five9 vs ReadyMode based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance.

Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.

Readymode (formerly branded as Xencall) is a browser-based contact center solution with a predictive dialer for CRM and VoIP. It enables users to close more deals, maximize sales and increase agent productivity.

Customizable dialing speeds, personalized customer data, and built-in security and compliance features help businesses connect with more leads and build lasting client relationships.

According to user reviews, it offers an intuitive interface, customizable features and an easily scalable platform. For pricing information, you can schedule a call with the sales team.

$100/User, Monthly

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$150/License, Monthly

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Small

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Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Reliable, Secure and Scalable: Deploy new services while future-proofing business with emerging technologies such as AI. Get access to the latest capabilities through non-disruptive, no-touch and real-time upgrades.
Customer-First Approach: Focus on the technology’s usability at every point of relationship with customers with a high-touch approach leading to improved contact center results.
Extraordinary Customer Experiences: Deliver world-class customer service via routing capability. Route calls to the most appropriate agent at the right time. Put the customer’s information on the agent's desk automatically and help them resolve issues quickly.
Better Connectivity: Take advantage of pre-built integrations with CRM solutions such as Salesforce, Microsoft, Oracle, Zendesk, Velocity and NetSuite. Access a rich and extensive framework of reference UIs, REST APIs and other tools to build solutions to power experiences and results in custom environments.
Customer Engagement: Use multi-channel management applications such as recording, historical and real-time reporting, workforce management (WFM), CRM integrations and quality monitoring. Ensure that every customer is directed to the right resource at the right time with intelligent routing.

Customize Features: Access custom features that can fit diverse organizational needs. Create a personalized lead profile with different form fields and organize them using call dispositions and queues. Generate customized agent statuses to show sales representatives’ availability.
Provide Blended Support: Offer blended channels featuring unlimited outbound and inbound calling. Take advantage of inbound call functionality, including customizable IVRS, call forwarding, call queuing and voicemail management. Get the freedom to record calls, prioritize inbound queues and select the correct configuration to strategically and effectively distribute calls and voicemails to agents.
Speed Up Services: Direct calls to the most suitable agent based on skillset and availability to reduce wait times. Use predictive dialing tools to optimize dialing speed to match your team's capacity. Higher answer rates and fewer abandons mean your reps spend more time talking and closing deals.
Ensure Compliant Sales Calls: Reduce risks with built-in features like native integrations for compliance, robust firewall security to block unauthorized access and call recording for improved agent performance.
Increase Conversions: Prioritize dialing lists by matching agent skill levels to lead importance and connect high-value leads with the most qualified agents.

Core Cloud:
- Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA).
- Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs.
- Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed.
- Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.
- CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions.
- UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges.
- APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access.
AI and Automation:
- Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly.
- Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster.
- Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times.
- Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows.
- Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals.
Employee Engagement:
- Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management.
- Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location.
- Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration.
- Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them.
- Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly.

Agent and Dial-list Prioritization: Mark preferences for call lists on queues and agents based on lead importance and skill level.
Agent Callback Calendar: Enhance team productivity with customized callback calendars and agent folders that can easily sync with Google Calendar.
Appointment Calendars: Share appointment queue calendars with users to book appointments easily.
Automated Tasks: Prioritize email reports and dialing lists automatically to administrators on a recurring schedule.
Blended Inbound and Outbound Calls: Boost team efficiency and customer satisfaction rates with fully blended, unrestricted outbound and inbound calling channels for a smooth workflow.
Call Recording: Record calls automatically for compliance, quality assurance and agent training.
Caller-ID Proximity Matching: Get phone numbers that display area codes in proximity to preexisting leads to reduce unattended call rates.
Conference Calling: Access pre-configured conference platforms to multiple calling parties internally and externally.
Built-in CRM: Manage leads and customers effectively via an all-in-one inherent CRM that requires no downloads and integrations.
Custom Agent Statuses: Create custom statuses for agents to generate agent reports and dynamic variables. Enable supervisors to know how long the agent worked, the number of calls they could make and customer sentiments after each call.
Custom Profile Field: Customize customer profiles using form fields, export or import data, or target them with a dialer.
Dialer Speed Configuration: Adjust the speed of the dialer according to specifications and dial various channels in the background.
Do-Not-Call Lists: Import, filter, export and edit DNC lists with custom filtering for detailed telemarketing compliance.
Dynamic Scripts: Create sales scripts for representatives with lead data embedded within every script. These scripts help agents have personalized, engaging and productive conversations with customers.
Firewall Security: Restrict agents from signing in from all insecure locations to eliminate the risks of a data breach.
Inbound-Queue Strategy: Intercept inbound calls from previously connected customers to maintain sales relationships.
Inbound-queue Strategy: Prioritize inbound queues and choose a ring configuration to distribute calls to agents. Transfer voicemail to agents from voicemail boxed and trigger email via inbound-queue voicemail.
Instant Messaging: Connect with selected customers with the help of custom criteria that include lead status, lead data and more.
Lead Targeting: Connect with selected customers with the help of custom criteria that includes lead status, lead data and more.
Live Floor Monitoring: Monitor all sales representatives in real time from a single screen with the ability to whisper, listen or barge in on a call.
Reporting and Analytics: Analyze an agent’s performance and productivity on a customized dashboard through a matrix that includes customer sentiments, call duration, campaigns, and more.
Built-in VoIP and Web Phone: Connect with customers globally without logging in to workstations through mobile phones.

Product Ranking

#4

among all
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#26

among all
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Analyst Rating Summary

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User Sentiment Summary

81%

of users recommend this product

Five9 has a 'great' User Satisfaction Rating of 81% when considering 615 user reviews from 4 recognized software review sites.

78%

of users recommend this product

ReadyMode has a 'good' User Satisfaction Rating of 78% when considering 39 user reviews from 4 recognized software review sites.

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2.25 (1)

3.7 (185)

3.5 (4)

4.2 (373)

3.89 (18)

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Awards

Synopsis of User Ratings and Reviews

Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.

Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.

Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.

Customer Support: According to 75% of customers, the solution offers proactive customer service.

User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.

Improved Efficiency: Automate tasks such as call routing, queuing and reporting to increase productivity and efficiency among agents.

Enhanced Customer Service: Help agents provide personalized and efficient customer service with features like call recording, CRM integration and intelligent routing.

Advanced Insights: Track key metrics such as call volume, wait times and agent performance to make data-driven business decisions.

Better Compliance: Use built-in compliance features to remain compliant with industry regulations.

Easy Customizations: Customize the software to meet industry-specific needs and workflows.

Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.

Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.

Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.

Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

High Costs: Upfront costs are associated with purchasing and implementing the software, and ongoing subscription and licensing.

Integration Challenges: Integration with existing systems and workflows can be challenging, especially if the software is incompatible with other business tools.

Security Concerns: Storing sensitive customer data in the cloud raises security concerns, and software providers must have advanced security measures to protect customer information.

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

Readymode offers an advanced suite of call center capabilities, including a predictive dialer, built-in CRM, lead management and data reporting. Its hybrid cloud architecture leverages the power of AWS and CloudFlare to deliver top-tier security, and ensure efficient and secure calling.Users praise Readymode's smooth interface and interactive features, making it suitable for teams with varying technical skill levels. The software is adaptable to growing business needs, and easily accommodates an increasing number of agents and call volumes.Some users note that its reporting features need more detail and customization. A few reviews mention occasional issues with responsiveness and resolution times from the customer support team.All things considered, Readymode is an excellent choice for businesses looking to increase sales, build stronger customer relationships and manage risk effectively.

Screenshots

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Related Categories

Auto Dialer Software

Automatic Call Distribution Software

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Call Center Workforce Management Software

Call Monitoring Software

Call Recording Software

Computer Telephony Integration Software

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Predictive Dialer Software

Workforce Management Software

Auto Dialer Software

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Call Center Scripting Software

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Computer Telephony Integration Software

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Head-to-Head Comparison

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FAQ

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