CallMiner Eureka vs Five9

Likelihood to Recommend

Eureka is powerful in any environment where there is interaction traffic, size notwithstanding. The tool is useful on simple use-cases like QA effort reduction, and compliance, but also Excels with more complex uses such as driving sales effectiveness, churn, etc.

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Verified User

Executive in Professional Services

Management Consulting Company, 1-10 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

CallMiner Eureka

Five9

Agent dashboard

Validate callers

Outbound response

Call forwarding

Warm transfer

Predictive dialing

Call tracking

Multichannel integration

CRM software integration

CallMiner Eureka

Five9

Inbound call routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Pros

User-friendly interface
Great reporting
High customization

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Lenny Byers

Service Support Specialist

Century Support ServicesFinancial Services, 201-500 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

Admin tools such as integration/ingestion tracking.

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Verified User

Executive in Professional Services

Management Consulting Company, 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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Support Rating

CallMiner Eureka 9.0

Based on 2 answers

We have not yet had to contact support for our Eureka service.

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Lenny Byers

Service Support Specialist

Century Support ServicesFinancial Services, 201-500 employees

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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.

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Verified User

General Manager in Customer Service

Consumer Electronics Company, 51-200 employees

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Alternatives Considered

No answers on this topic

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

Reduced churn
Improved sales effectiveness
Agent oversight
WFH management
Marketing automation

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Verified User

Executive in Professional Services

Management Consulting Company, 1-10 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

CallMiner Eureka 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

CallMiner Eureka

Five9

CallMiner Eureka

Five9