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Top Rated
19 Ratings
6 Ratings
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Score 7.7 out of 101
Top Rated
19 Ratings
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Score 8.3 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Five9

Five9 is well suited for:Companies that need scalability up and down throughout the year.Companies with premise based and at-home agents.Companies with inbound and outbound needs.
Matt Zemon profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Five9
Agent dashboard
8x8 Virtual Contact Center
8.0
Five9
Validate callers
8x8 Virtual Contact Center
9.0
Five9
Outbound response
8x8 Virtual Contact Center
10.0
Five9
Call forwarding
8x8 Virtual Contact Center
10.0
Five9
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Five9
Warm transfer
8x8 Virtual Contact Center
9.0
Five9
Predictive dialing
8x8 Virtual Contact Center
8.0
Five9
Interactive voice response
8x8 Virtual Contact Center
8.0
Five9
Call scripts
8x8 Virtual Contact Center
9.0
Five9
Call tracking
8x8 Virtual Contact Center
9.0
Five9

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Five9
9.0
Inbound call routing
8x8 Virtual Contact Center
10.0
Five9
Recording
8x8 Virtual Contact Center
9.0
Five9
Quality management
8x8 Virtual Contact Center
9.0
Five9
9.0
Call analytics
8x8 Virtual Contact Center
8.0
Five9
Historical reporting
8x8 Virtual Contact Center
7.5
Five9
Live reporting
8x8 Virtual Contact Center
9.0
Five9

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • 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.
Matt Zemon profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • 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 profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Five9 met our main requirement of integrating with Zendesk. We evaluated other products that provided more robust options as far as IVR set up and voice data analytics, both for QA and for driving insights through voice recording analysis. That's interesting, but not essential to us. Five9 stacked up as the most cost-effective way to improve on our current voice offering without bringing on a best-in-class product.
No photo available

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Positive - ease of use.
  • Positive - for our purposes we make outbound cold calls for recruitment, being able to streamline a list of 1000 nurses in 1 day makes this product perfect for us.
Kristin Page profile photo

Screenshots

8x8 Virtual Contact Center

Pricing Details

8x8 Virtual Contact Center

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

Five9

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