8x8 Contact Center vs Five9

Likelihood to Recommend

Any business environment where you have remote workers, 8x8 is very well suited for that situation. Large call center operations are also well suited for 8x8 usage. The capabilities of 8x8 Contact Center allow for training (two party call listening). Additionally, the administration of 8x8 is relatively intuitive, and doesn't take a huge amount of time to set up new users.

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Gary Savage

Full Stack Engineer

AMS Construction PartsConstruction, 51-200 employees

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Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited

Organizations that rely on texting.
Organizations with low tech literacy on their teams.
Organizations with little ability to manage tools like this.

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Verified User

Director in Quality Assurance

Higher Education Company, 201-500 employees

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Feature Rating Comparison

8x8 Contact Center

Five9

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Five9

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Pros

8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
8x8 comes with great onboarding support.

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Verified User

Technician in Information Technology

Marketing & Advertising Company, 51-200 employees

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Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
Security- We do not have to worry about security.
Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.

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Matt Zemon

President & CEO

BernardOutsourcing/Offshoring, 501-1000 employees

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Cons

The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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Chris Nguyen

Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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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.

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Ariana Thompson

Support Improvement Manager

OrderUpFood & Beverages, 51-200 employees

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Usability

8x8 Contact Center 8.0

Based on 16 answers

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!!

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Kelly Disera

Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

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No score

No answers yet

No answers on this topic

Support Rating

8x8 Contact Center 6.9

Based on 69 answers

The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

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Five9 8.3

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.

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Verified User

General Manager in Customer Service

Consumer Electronics Company, 51-200 employees

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Alternatives Considered

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.

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Chris Bugg

Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

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While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.

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Verified User

Strategist in Marketing

Security & Investigations Company, 5001-10,000 employees

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Return on Investment

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.

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Michael Furman

Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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We are able to contact more clients on a daily basis
We are able to record and monitor phone calls for quality assurance
We are able to measure all KPI's for agent performance
The Do Not Call list is incredibly easy to add and remove clients

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Shanna Kostopulos

Paralegal/Supervisor

Summit ConversionsLegal Services, 11-50 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Five9 Editions & Modules

Edition

Core	Contact sales team¹
Premium	Contact sales team¹
Optimum	Contact sales team¹
Ultimate	Contact sales team¹

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

Rating Summary

8x8 Contact Center

Five9

8x8 Contact Center

Five9

8x8 Contact Center

Five9