What users are saying about
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Top Rated
239 Ratings
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Top Rated
84 Ratings

8x8 Contact Center

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Top Rated
239 Ratings
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Score 7.8 out of 100

Five9

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Top Rated
84 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • 8x8 Contact Center ranks higher in 1 feature set: Workforce Optimization (WFO)
  • Five9 ranks higher in 1 feature set: Contact Center Software

Contact Center Software

7.5

8x8 Contact Center

75%
8.0

Five9

80%
Five9 ranks higher in 8/13 features

Agent dashboard

8.0
80%
91 Ratings
8.2
82%
11 Ratings

Validate callers

7.0
70%
82 Ratings
8.3
83%
11 Ratings

Outbound response

8.4
84%
77 Ratings
7.9
79%
11 Ratings

Call forwarding

7.7
77%
97 Ratings
8.3
83%
8 Ratings

Click-to-call (CTC)

6.6
66%
58 Ratings
8.1
81%
10 Ratings

Warm transfer

8.3
83%
92 Ratings
8.0
80%
10 Ratings

Predictive dialing

6.6
66%
43 Ratings
8.5
85%
9 Ratings

Interactive voice response

7.5
75%
57 Ratings
8.1
81%
9 Ratings

REST APIs

8.2
82%
35 Ratings
8.0
80%
7 Ratings

Call scripts

7.6
76%
51 Ratings
7.3
73%
9 Ratings

Call tracking

6.9
69%
88 Ratings
7.5
75%
12 Ratings

Multichannel integration

8.3
83%
52 Ratings
7.9
79%
10 Ratings

CRM software integration

6.0
60%
47 Ratings
8.0
80%
10 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
7.6

Five9

76%
8x8 Contact Center ranks higher in 7/9 features

Inbound call routing

8.6
86%
85 Ratings
8.0
80%
9 Ratings

Omnichannel inbound routing

9.0
90%
48 Ratings
8.3
83%
7 Ratings

Recording

8.1
81%
83 Ratings
6.8
68%
11 Ratings

Quality management

7.3
73%
81 Ratings
7.6
76%
20 Ratings

Call analytics

7.8
78%
84 Ratings
7.5
75%
12 Ratings

Historical reporting

8.2
82%
78 Ratings
7.0
70%
11 Ratings

Live reporting

9.0
90%
1 Rating
8.3
83%
10 Ratings

Customer surveys

7.6
76%
42 Ratings
N/A
0 Ratings

Customer interaction analytics

N/A
0 Ratings
7.7
77%
10 Ratings

Attribute Ratings

  • Five9 is rated higher in 1 area: Support Rating
  • 8x8 Contact Center and Five9 are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.9

8x8 Contact Center

79%
106 Ratings
7.9

Five9

79%
36 Ratings

Likelihood to Renew

8.4

8x8 Contact Center

84%
5 Ratings

Five9

N/A
0 Ratings

Usability

8.5

8x8 Contact Center

85%
18 Ratings

Five9

N/A
0 Ratings

Availability

9.1

8x8 Contact Center

91%
2 Ratings

Five9

N/A
0 Ratings

Performance

9.1

8x8 Contact Center

91%
2 Ratings

Five9

N/A
0 Ratings

Support Rating

6.3

8x8 Contact Center

63%
75 Ratings
8.2

Five9

82%
12 Ratings

In-Person Training

9.1

8x8 Contact Center

91%
1 Rating

Five9

N/A
0 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
3 Ratings

Five9

N/A
0 Ratings

Configurability

9.1

8x8 Contact Center

91%
2 Ratings

Five9

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

Five9

N/A
0 Ratings

Ease of integration

8.6

8x8 Contact Center

86%
2 Ratings

Five9

N/A
0 Ratings

Product Scalability

9.1

8x8 Contact Center

91%
2 Ratings

Five9

N/A
0 Ratings

Likelihood to Recommend

8x8, Inc.

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review

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.
Read full review

Pros

8x8, Inc.

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Read full review

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.
Read full review

Cons

8x8, Inc.

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Read full review

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.
Read full review

Pricing Details

8x8 Contact Center

Starting Price

Editions & Modules

8x8 Contact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    View Pricing

    Five9

    Starting Price

    $0 Contact sales team

    Editions & Modules

    Five9 editions and modules pricing
    EditionModules
    CoreContact sales team1
    PremiumContact sales team2
    OptimumContact sales team3
    UltimateContact sales team4

    Footnotes

    1. Contact sales team
    2. Contact sales team
    3. Contact sales team
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional 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

    Likelihood to Renew

    8x8, Inc.

    I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
    Read full review

    Five9

    No answers on this topic

    Usability

    8x8, Inc.

    The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
    Read full review

    Five9

    No answers on this topic

    Reliability and Availability

    8x8, Inc.

    The only issue I have ran across was on getting the updated new version
    Read full review

    Five9

    No answers on this topic

    Performance

    8x8, Inc.

    Yes everything loads quickly and its ready for use
    Read full review

    Five9

    No answers on this topic

    Support Rating

    8x8, Inc.

    The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
    Read full review

    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.
    Read full review

    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.
    Read full review

    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
    Read full review

    Five9

    No answers on this topic

    Implementation Rating

    8x8, Inc.

    It was extremely easy
    Read full review

    Five9

    No answers on this topic

    Alternatives Considered

    8x8, Inc.

    Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
    Read full review

    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
    Read full review

    Contract Terms and Pricing Model

    8x8, Inc.

    It is pretty much "Par for the course" with the options out there with other vendors.
    Read full review

    Five9

    No answers on this topic

    Scalability

    8x8, Inc.

    It was implemented across the board in the company and has worked perfectly
    Read full review

    Five9

    No answers on this topic

    Return on Investment

    8x8, Inc.

    • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
    • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
    Read full review

    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.
    Read full review

    Screenshots

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