What users are saying about
26 Ratings
17 Ratings
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Score 7.5 out of 101
26 Ratings
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Score 7.8 out of 101

Likelihood to Recommend

8x8 Contact Center

We have had nothing but positives when dealing with 8X8, our relationship was set up for success right from the get-go. We explained our specific needs and our sales team was able to cater to the needs we shared. While we did have a few bumps along the way, they remained a partner in making sure we received what we needed to be successful. Without getting into the "weeds" we were able to fine-tune our 8X8 experience to match the needs we had as a company, all while focusing on the needs of our associates. The communications were on point and our development, implementation, and now, support has been consistently stellar.
Michael Furman profile photo

Five9

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
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.8
Five9
7.9
Agent dashboard
8x8 Contact Center
7.5
Five9
7.0
Validate callers
8x8 Contact Center
7.6
Five9
8.0
Outbound response
8x8 Contact Center
7.7
Five9
8.0
Call forwarding
8x8 Contact Center
7.6
Five9
6.0
Click-to-call (CTC)
8x8 Contact Center
7.7
Five9
Warm transfer
8x8 Contact Center
7.6
Five9
7.0
Predictive dialing
8x8 Contact Center
7.0
Five9
8.0
Interactive voice response
8x8 Contact Center
7.1
Five9
REST APIs
8x8 Contact Center
8.2
Five9
Call scripts
8x8 Contact Center
7.2
Five9
Call tracking
8x8 Contact Center
8.5
Five9
9.0
Multichannel integration
8x8 Contact Center
9.1
Five9
9.0
CRM software integration
8x8 Contact Center
8.5
Five9
9.0

Workforce Optimization (WFO)

8x8 Contact Center
7.9
Five9
8.9
Inbound call routing
8x8 Contact Center
8.6
Five9
9.0
Omnichannel inbound routing
8x8 Contact Center
7.7
Five9
Recording
8x8 Contact Center
8.2
Five9
9.0
Quality management
8x8 Contact Center
8.5
Five9
8.6
Call analytics
8x8 Contact Center
7.8
Five9
9.0
Historical reporting
8x8 Contact Center
7.8
Five9
9.0
Live reporting
8x8 Contact Center
9.0
Five9
9.0
Customer surveys
8x8 Contact Center
5.5
Five9

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman profile photo

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.
No photo available

Cons

8x8 Contact Center

  • Flexibility within reporting to allow for some out of the box opportunities in terms of reporting KPI's for upper management as well as granular KPI's for associates.
Michael Furman profile photo

Five9

  • UX must be more friendly
  • Confusing pricing on the website
  • Calls drop without warning
Horacio Carcamo profile photo

Usability

8x8 Contact Center

8x8 Contact Center 8.2
Based on 1 answer
We have no issues.
MIKE BARBARO profile photo

Five9

No score
No answers yet
No answers on this topic

Support

8x8 Contact Center

8x8 Contact Center 2.7
Based on 1 answer
They're slow to react -- sometimes we cannot get people to help with system failure.
MIKE BARBARO profile photo

Five9

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

We vetted out a variety of companies when we began searching for a new vendor, many of them have the technology that would have fit our needs, but the relationship piece became the focal point for us as a company. We spent a lot of time with the players within 8X8 and developed a relationship that will allow us to feel comfortable that they will be there for us in our times of need. Whether it be a bump in the night or a change that needs some serious attention from their team, we feel that they are partnering in our success.
Michael Furman profile photo

Five9

We started with InContact and were very disappointed that you could not make changes without incurring costs for each program or project. Five9 allows us to adjust to any new clients needs without incurring costs.
Sally Emch profile photo

Return on Investment

8x8 Contact Center

  • SLA Validation - we are able to provide analytics to support our SLA claim.
  • Uptime - we have not experienced an outage in the 3 years we have been using the software.
  • Playback - It is very easy to review previous calls for coaching and feedback for support staff.
No photo available

Five9

  • Positive: No need for on-premises equipment, which saves money.
  • Positive: No need for internal maintenance, which saves IT services time.
  • Positive: Fast deployment, switched from an outdated on-premises solution to Five9 easily.
  • Negative: Support services -- we had issues that were not resolved for weeks.
Valery Mezentsau profile photo

Screenshots

Pricing Details

8x8 Contact Center

General

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

Five9

General

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

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