CallMiner Eureka vs. Five9

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CallMiner Eureka
Score 8.2 out of 10
N/A
CallMiner provides conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers a platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation.N/A
Five9
Score 7.9 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.N/A
Pricing
CallMiner EurekaFive9
Editions & Modules
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Core
Contact sales team
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Premium
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Optimum
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Ultimate
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Offerings
Pricing Offerings
CallMiner EurekaFive9
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFive9 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
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Features
CallMiner EurekaFive9
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CallMiner Eureka
-
Ratings
Five9
8.0
11 Ratings
5% below category average
Agent dashboard00 Ratings8.211 Ratings
Validate callers00 Ratings8.311 Ratings
Outbound response00 Ratings8.210 Ratings
Call forwarding00 Ratings8.28 Ratings
Click-to-call (CTC)00 Ratings8.19 Ratings
Warm transfer00 Ratings8.29 Ratings
Predictive dialing00 Ratings8.59 Ratings
Interactive voice response00 Ratings8.18 Ratings
REST APIs00 Ratings7.76 Ratings
Call scripts00 Ratings7.39 Ratings
Call tracking00 Ratings7.911 Ratings
Multichannel integration00 Ratings7.910 Ratings
CRM software integration00 Ratings8.010 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CallMiner Eureka
-
Ratings
Five9
7.6
20 Ratings
11% below category average
Inbound call routing00 Ratings8.09 Ratings
Omnichannel inbound routing00 Ratings8.37 Ratings
Recording00 Ratings6.710 Ratings
Quality management00 Ratings7.620 Ratings
Call analytics00 Ratings7.311 Ratings
Historical reporting00 Ratings7.011 Ratings
Live reporting00 Ratings8.49 Ratings
Customer interaction analytics00 Ratings7.49 Ratings
Best Alternatives
CallMiner EurekaFive9
Small Businesses
Wingman
Wingman
Score 8.9 out of 10
Broadvoice
Broadvoice
Score 9.2 out of 10
Medium-sized Companies
Gong
Gong
Score 9.3 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Enterprises
Clari
Clari
Score 8.4 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CallMiner EurekaFive9
Likelihood to Recommend
8.0
(5 ratings)
8.1
(35 ratings)
Support Rating
9.0
(2 ratings)
8.1
(12 ratings)
User Testimonials
CallMiner EurekaFive9
Likelihood to Recommend
CallMiner
Call history tracking functionalities and the ability to manage different contacts are effective through CallMiner Eureka's capabilities. Setting the interface is an easy task and the quality of the tool services is an incredible and easy communication platform for the members of the different projects. The tool has effective scheduling functions and easy project management tools which allows effective data import through the integration tools.
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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.
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Pros
CallMiner
  • Intent scoring
  • Custom User Dashboards
  • Drill down to each touchpoint experience
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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.
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Cons
CallMiner
  • Admin tools such as integration/ingestion tracking.
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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.
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Support Rating
CallMiner
We have not yet had to contact support for our Eureka service.
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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.
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Alternatives Considered
CallMiner
CallMiner Eureka was stronger in reporting but weaker inaccuracy. It provided good reports to focus our QA program and individuals but sometimes the interpretation of the statements was wrong.
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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
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Return on Investment
CallMiner
  • Easy to engage with customers.
  • Effective project communication platform.
  • Easy to provide reports and also manage contacts list.
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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.
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ScreenShots

Five9 Screenshots

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