What users are saying about
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Top Rated
84 Ratings
25 Ratings
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Score 7.9 out of 100

Five9

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Top Rated
84 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Feature Set Ratings

  • Aspect Unified IP ranks higher in 1 feature set: Workforce Optimization (WFO)
  • Five9 ranks higher in 1 feature set: Contact Center Software

Contact Center Software

7.4

Aspect Unified IP

74%
8.0

Five9

80%
Aspect Unified IP ranks higher in 8/13 features

Agent dashboard

7.0
70%
3 Ratings
8.2
82%
11 Ratings

Validate callers

9.0
90%
3 Ratings
8.3
83%
11 Ratings

Outbound response

8.0
80%
3 Ratings
7.9
79%
11 Ratings

Call forwarding

6.0
60%
3 Ratings
8.3
83%
8 Ratings

Click-to-call (CTC)

9.6
96%
2 Ratings
8.1
81%
10 Ratings

Warm transfer

8.0
80%
3 Ratings
8.0
80%
10 Ratings

Predictive dialing

9.0
90%
3 Ratings
8.5
85%
9 Ratings

Interactive voice response

5.0
50%
3 Ratings
8.1
81%
9 Ratings

REST APIs

8.0
80%
3 Ratings
8.0
80%
7 Ratings

Call scripts

4.0
40%
3 Ratings
7.3
73%
9 Ratings

Call tracking

6.0
60%
3 Ratings
7.5
75%
12 Ratings

Multichannel integration

8.2
82%
2 Ratings
7.9
79%
10 Ratings

CRM software integration

8.0
80%
3 Ratings
8.0
80%
10 Ratings

Workforce Optimization (WFO)

8.5

Aspect Unified IP

85%
7.6

Five9

76%
Aspect Unified IP ranks higher in 7/9 features

Inbound call routing

9.0
90%
2 Ratings
8.0
80%
9 Ratings

Omnichannel inbound routing

8.1
81%
2 Ratings
8.3
83%
7 Ratings

Recording

9.6
96%
2 Ratings
6.8
68%
11 Ratings

Quality management

9.1
91%
2 Ratings
7.6
76%
20 Ratings

Call analytics

8.6
86%
2 Ratings
7.5
75%
12 Ratings

Historical reporting

7.4
74%
2 Ratings
7.0
70%
11 Ratings

Live reporting

7.4
74%
2 Ratings
8.3
83%
10 Ratings

Customer surveys

8.6
86%
2 Ratings
N/A
0 Ratings

Customer interaction analytics

9.1
91%
2 Ratings
7.7
77%
10 Ratings

Attribute Ratings

  • Five9 is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.0

Aspect Unified IP

70%
4 Ratings
7.9

Five9

79%
36 Ratings

Likelihood to Renew

7.0

Aspect Unified IP

70%
1 Rating

Five9

N/A
0 Ratings

Support Rating

Aspect Unified IP

N/A
0 Ratings
8.2

Five9

82%
12 Ratings

Likelihood to Recommend

Aspect Unified IP

Aspect Unified IP is perfect to handle multiple outbound dialing campaigns, with tools that allow you to configure how customers must be reached, call them at different phone numbers by the time of the day, set priorities when dialing, or gather information about all running campaigns in dashboards in real-time.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Pros

Aspect Unified IP

  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
Joseph Burda | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

Aspect Unified IP

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria | TrustRadius Reviewer

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.
Ariana Thompson | TrustRadius Reviewer

Pricing Details

Aspect Unified IP

General

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

Starting Price

Aspect Unified IP Editions & Modules

Additional Pricing Details

Five9

General

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

Starting Price

$0 Contact sales team

Five9 Editions & Modules

Edition
CoreContact sales team1
PremiumContact sales team1
OptimumContact sales team1
UltimateContact sales team1
  1. 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

Likelihood to Renew

Aspect Unified IP

Aspect Unified IP 7.0
Based on 1 answer
Aspect Unified IP is very competent to handle most customers' needs in the contact center and it delivers what is promised. The only negative aspect is the costs of services, maintenance and professional services, too expensive.
Anonymous | TrustRadius Reviewer

Five9

No score
No answers yet
No answers on this topic

Support Rating

Aspect Unified IP

No score
No answers yet
No answers on this topic

Five9

Five9 8.2
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Aspect Unified IP

We had evaluated Avaya. It was pretty good as well. However, we wanted a more software driven solution. Aspect also was able to give better results in our Proof of Concept.
Bhosale Deepak | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Return on Investment

Aspect Unified IP

  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda | TrustRadius Reviewer

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.
Matt Zemon | TrustRadius Reviewer

Screenshots

Aspect Unified IP

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