What users are saying about
49 Ratings
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Top Rated
80 Ratings
49 Ratings
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Score 7.4 out of 100

Five9

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Top Rated
80 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    8.0

    Five9

    80%
    Five9 ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Validate callers

    N/A
    0 Ratings
    8.4
    84%
    10 Ratings

    Outbound response

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.3
    83%
    8 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.2
    82%
    9 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.3
    83%
    8 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.2
    82%
    8 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    7 Ratings

    Call scripts

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Call tracking

    N/A
    0 Ratings
    7.2
    72%
    11 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.7
    77%
    9 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    7.8

    Five9

    78%
    Five9 ranks higher in 8/8 features

    Inbound call routing

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.2
    82%
    6 Ratings

    Recording

    N/A
    0 Ratings
    7.3
    73%
    10 Ratings

    Quality management

    N/A
    0 Ratings
    7.6
    76%
    19 Ratings

    Call analytics

    N/A
    0 Ratings
    7.5
    75%
    11 Ratings

    Historical reporting

    N/A
    0 Ratings
    7.6
    76%
    10 Ratings

    Live reporting

    N/A
    0 Ratings
    8.3
    83%
    10 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    7.8
    78%
    9 Ratings

    Attribute Ratings

    • Five9 is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    8.1

    Five9

    81%
    35 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    8.2

    Five9

    82%
    12 Ratings

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.
    Anonymous | TrustRadius Reviewer

    Five9

    Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
    Anonymous | TrustRadius Reviewer

    Pros

    3CX

    • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
    • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
    • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
    Anonymous | TrustRadius Reviewer

    Five9

    • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
    • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
    • You can customize the call dispositions / call labels to match what's used in your CRM.
    Anonymous | TrustRadius Reviewer

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.
    Daniel Merkl | TrustRadius Reviewer

    Five9

    • Java based desktop application is a pain to keep updated.
    • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
    • The help center for documentation isn't well organized and the documentation needs substantial editing.
    Ariana Thompson | TrustRadius Reviewer

    Pricing Details

    3CX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

    Five9

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $0 Contact sales team

    Five9 Editions & Modules

    Edition
    CoreContact sales team1
    PremiumContact sales team1
    OptimumContact sales team1
    UltimateContact sales team1
    1. Contact sales team
    Additional Pricing Details
    Five9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricing

    Support Rating

    3CX

    3CX 5.4
    Based on 4 answers
    The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.
    Laura Steinbrink | TrustRadius Reviewer

    Five9

    Five9 8.2
    Based on 12 answers
    Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    3CX

    The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website
    Anonymous | TrustRadius Reviewer

    Five9

    Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
    Anonymous | TrustRadius Reviewer

    Return on Investment

    3CX

    • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
    • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
    Artur Bittencourt | TrustRadius Reviewer

    Five9

    • Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
    • Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
    • Cost savings: Five9 requires significantly less management than our previous solutions.
    Matt Zemon | TrustRadius Reviewer

    Screenshots

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