What users are saying about
45 Ratings
2 Ratings
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Score 8 out of 100
45 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

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

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
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cloud Call Center
Five9
7.9
Agent dashboard
Cloud Call Center
Five9
7.0
Validate callers
Cloud Call Center
Five9
8.0
Outbound response
Cloud Call Center
Five9
8.0
Call forwarding
Cloud Call Center
Five9
6.0
Warm transfer
Cloud Call Center
Five9
7.0
Predictive dialing
Cloud Call Center
Five9
8.0
Call tracking
Cloud Call Center
Five9
9.0
Multichannel integration
Cloud Call Center
Five9
9.0
CRM software integration
Cloud Call Center
Five9
9.0

Workforce Optimization (WFO)

Cloud Call Center
Five9
9.0
Inbound call routing
Cloud Call Center
Five9
9.0
Recording
Cloud Call Center
Five9
9.0
Quality management
Cloud Call Center
Five9
9.2
Call analytics
Cloud Call Center
Five9
9.0
Historical reporting
Cloud Call Center
Five9
9.0
Live reporting
Cloud Call Center
Five9
9.0

Pros

Cloud Call Center

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

Five9

  • 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.
Matt Zemon | 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

Support Rating

Cloud Call Center

No score
No answers yet
No answers on this topic

Five9

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.
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

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cloud Call Center

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

Five9

  • 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
Shanna Kostopulos | TrustRadius Reviewer

Screenshots

Pricing Details

Cloud Call Center

General

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

Five9

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

Cloud Call Center
9.0
Five9
7.8

Support Rating

Cloud Call Center
Five9
8.2

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