Cloud Call Center vs Five9

Likelihood to Recommend

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.

Read full review

Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

View all 1 answers on this topic

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.

Read full review

Verified User

Director in Quality Assurance

Higher Education Company, 201-500 employees

View all 25 answers on this topic

Feature Rating Comparison

Cloud Call Center

Five9

Agent dashboard

Validate callers

Outbound response

Call forwarding

Warm transfer

Predictive dialing

Call tracking

Multichannel integration

CRM software integration

Cloud Call Center

Five9

Inbound call routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Pros

Ease of Use
Softphones
Integration to other applications

Read full review

Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

View all 1 answers on this topic

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.

Read full review

Matt Zemon

President & CEO

BernardOutsourcing/Offshoring, 501-1000 employees

View all 25 answers on this topic

Cons

Softphone UI
Ring options
Sound integration

Read full review

Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

View all 1 answers on this topic

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.

Read full review

Ariana Thompson

Support Improvement Manager

OrderUpFood & Beverages, 51-200 employees

View all 25 answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

Five9 8.2

Based on 8 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.

Read full review

Verified User

General Manager in Customer Service

Consumer Electronics Company, 51-200 employees

View all 8 answers on this topic

Alternatives Considered

Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.

Read full review

Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

View all 1 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.

Read full review

Verified User

Strategist in Marketing

Security & Investigations Company, 5001-10,000 employees

View all 25 answers on this topic

Return on Investment

No physical assets (handsets)
Reporting Integration
Click to dial functionality

Read full review

Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

View all 1 answers on this topic

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

Read full review

Shanna Kostopulos

Paralegal/Supervisor

Summit ConversionsLegal Services, 11-50 employees

View all 25 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

Rating Summary

Cloud Call Center

Five9

Cloud Call Center

Five9