What users are saying about
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Top Rated
80 Ratings
2 Ratings
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Score 8 out of 100

Five9

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Top Rated
80 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

    Contact Center Software

    Cloud Call Center

    Feature Set Not Supported
    N/A
    8.0

    Five9

    80%
    Five9 ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Validate callers

    N/A
    0 Ratings
    8.4
    84%
    10 Ratings

    Outbound response

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.3
    83%
    8 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.2
    82%
    9 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.0
    80%
    10 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.3
    83%
    8 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.2
    82%
    8 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    7 Ratings

    Call scripts

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Call tracking

    N/A
    0 Ratings
    7.2
    72%
    11 Ratings

    Multichannel integration

    N/A
    0 Ratings
    7.7
    77%
    9 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Workforce Optimization (WFO)

    Cloud Call Center

    Feature Set Not Supported
    N/A
    7.8

    Five9

    78%
    Five9 ranks higher in 8/8 features

    Inbound call routing

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.2
    82%
    6 Ratings

    Recording

    N/A
    0 Ratings
    7.3
    73%
    10 Ratings

    Quality management

    N/A
    0 Ratings
    7.6
    76%
    19 Ratings

    Call analytics

    N/A
    0 Ratings
    7.5
    75%
    11 Ratings

    Historical reporting

    N/A
    0 Ratings
    7.6
    76%
    10 Ratings

    Live reporting

    N/A
    0 Ratings
    8.3
    83%
    10 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    7.8
    78%
    9 Ratings

    Attribute Ratings

    • Cloud Call Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    Cloud Call Center

    90%
    1 Rating
    8.1

    Five9

    81%
    35 Ratings

    Support Rating

    Cloud Call Center

    N/A
    0 Ratings
    8.2

    Five9

    82%
    12 Ratings

    Likelihood to Recommend

    Cloud Call Center

    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.
    Rolf Kramer | 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

    Cloud Call Center

    • Ease of Use
    • Softphones
    • Integration to other applications
    Rolf Kramer | 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

    Cloud Call Center

    • Softphone UI
    • Ring options
    • Sound integration
    Rolf Kramer | 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

    Cloud Call Center

    General

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

    Starting Price

    Cloud Call Center 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

    Support Rating

    Cloud Call Center

    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

    Cloud Call Center

    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.
    Rolf Kramer | 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

    Cloud Call Center

    • No physical assets (handsets)
    • Reporting Integration
    • Click to dial functionality
    Rolf Kramer | 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

    Cloud Call Center

    Add comparison