8x8 Contact Center vs. Five9

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 8.4 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Five9
Score 8.2 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
$119
per month
Pricing
8x8 Contact CenterFive9
Editions & Modules
No answers on this topic
Core
$119
per month
Digital
$119
per month
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
Offerings
Pricing Offerings
8x8 Contact CenterFive9
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFive9 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
More Pricing Information
Community Pulse
8x8 Contact CenterFive9
Features
8x8 Contact CenterFive9
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
8.3
151 Ratings
0% above category average
Five9
8.4
18 Ratings
1% above category average
Agent dashboard8.4135 Ratings7.817 Ratings
Validate callers8.4119 Ratings8.915 Ratings
Outbound response8.3119 Ratings7.915 Ratings
Call forwarding8.6137 Ratings8.113 Ratings
Click-to-call (CTC)8.592 Ratings8.613 Ratings
Warm transfer8.4132 Ratings7.816 Ratings
Predictive dialing7.557 Ratings8.813 Ratings
Interactive voice response8.885 Ratings9.013 Ratings
REST APIs7.554 Ratings8.712 Ratings
Call scripts8.581 Ratings7.513 Ratings
Call tracking8.5133 Ratings8.717 Ratings
Multichannel integration8.377 Ratings8.416 Ratings
CRM software integration8.472 Ratings8.716 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
8.5
139 Ratings
4% above category average
Five9
8.7
26 Ratings
6% above category average
Inbound call routing8.9124 Ratings9.415 Ratings
Omnichannel inbound routing8.372 Ratings8.813 Ratings
Recording8.5124 Ratings9.216 Ratings
Quality management8.6123 Ratings8.825 Ratings
Call analytics8.0125 Ratings8.315 Ratings
Historical reporting8.1116 Ratings8.317 Ratings
Live reporting8.418 Ratings8.216 Ratings
Customer surveys8.567 Ratings00 Ratings
Customer interaction analytics8.812 Ratings8.513 Ratings
Best Alternatives
8x8 Contact CenterFive9
Small Businesses
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.4 out of 10
CloudTalk
CloudTalk
Score 8.4 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterFive9
Likelihood to Recommend
8.2
(154 ratings)
8.4
(42 ratings)
Likelihood to Renew
6.5
(8 ratings)
10.0
(1 ratings)
Usability
8.3
(40 ratings)
8.1
(6 ratings)
Availability
9.1
(2 ratings)
9.0
(1 ratings)
Performance
9.1
(2 ratings)
8.0
(1 ratings)
Support Rating
8.5
(53 ratings)
9.0
(9 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
9.0
(5 ratings)
10.0
(1 ratings)
Configurability
9.1
(2 ratings)
9.0
(1 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
8.0
(1 ratings)
Ease of integration
8.6
(2 ratings)
9.0
(1 ratings)
Product Scalability
9.1
(2 ratings)
9.0
(1 ratings)
Professional Services
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
8x8 Contact CenterFive9
Likelihood to Recommend
8x8, Inc.
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
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Five9
very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement. Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- Salesforce automation.
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Pros
8x8, Inc.
  • The out of the box chat feature is outstanding for your website. My team was able to adopt chat easily.
  • Setting up the system with the help of an integrator was especially easy and did not require any IT training on my part.
  • The visibility of being able to manage my team and all media channels in one panel is awesome.
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Five9
  • Inbound and outbound calls it process is so well.
  • The service is so good and they give very efficient support in customer need.
  • The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.
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Cons
8x8, Inc.
  • Overall support, being able to get ahold of someone faster/someone that is able to communicate with us easier in terms of language barriers. As well as following what is requested in the support ticket, for example, I submit tickets asking to communicate via email yet 9/10 times I get called to discuss my ticket or to get told to submit information that is already in the ticket... this has improved recently but still plenty of room for improvement.
  • Callback queues. Being able to view the overall queue & not allow duplicates of a callback. For example, someone calls in, requests a callback, then calls back in again & requests for another one or two or three, limiting them to just one callback in that queue.
  • Being able to see overall queues & the numbers in both the regular queues & callback queues would be helpful as well.
  • Being able to do away with 8x8 Contact Center work entirely. Integrating it into Teams is a good thing I saw 8x8 do fairly recently, but being able to use 8x8 Contact Center as the just web version would be a huge plus.
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Five9
  • Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
  • The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
  • Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.
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Likelihood to Renew
8x8, Inc.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
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Five9
Robust product, great reliability and support.
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Usability
8x8, Inc.
8x8's contact center provides us with the functionality and capabilities we desire. Leaders have the ability to measure, guide, and improve the performance of our service representatives. They also have the ability to make necessary changes based on call volumes and workloads. Our service representatives have the tools required to resolve callers' needs more effectively. The administration tools available help us self-service our needs and resolve issues.
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Five9
The Five9 solution is very easy to use and for a very dynamic Contact Center environment, the scalability and flexiblity is untouched. Can we brought into a environment and be up and running in not time as with the power of cloud technologies. Minimal training is needed to onboard new agent.
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Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
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Five9
We have had minimal downtime due to system outages since it was implemented.
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Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
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Five9
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
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Support Rating
8x8, Inc.
Charlie Knutson is fantastic, however when you call the support number it is almost impossible to get through and when you do they cannot fix your issue. That is the biggest challenge. It is a difference between that and reaching our contact directly. The email support number that our company was given is very responsive and good.
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Five9
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.
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In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
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Five9
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
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Five9
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
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Implementation Rating
8x8, Inc.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
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Five9
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
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Alternatives Considered
8x8, Inc.
I would say they are all very comparable. The one advantage to the Spectrum Enterprise OnDemand would be that it has it own internet bandwidth, so it doesn't eat into our overall internet usage bandwidth. It is however more expensive than 8x8. Poly Series just didn't have the flexibility and extensive features offered by 8x8, and therefore was not an acceptable replacement.
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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
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Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
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Five9
We do annual renewals and it's concurrent licensing which is great.
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Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
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Five9
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
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Professional Services
8x8, Inc.
No answers on this topic
Five9
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
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Return on Investment
8x8, Inc.
  • It has eased the administrative burden on our IT department.
  • It has eased the overall user adoption process with the multi-platform availability and easy user interfaces.
  • It has enabled our remote customer service workforce to remain working through the COVID pandemic.
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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.
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ScreenShots

Five9 Screenshots

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