Enghouse Interactive Contact Centers vs. Five9

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Enghouse Interactive Contact Centers
Score 6.0 out of 10
N/A
Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.N/A
Five9
Score 8.1 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
Enghouse Interactive Contact CentersFive9
Editions & Modules
No answers on this topic
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
Offerings
Pricing Offerings
Enghouse Interactive Contact CentersFive9
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
More Pricing Information
Features
Enghouse Interactive Contact CentersFive9
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Enghouse Interactive Contact Centers
7.0
2 Ratings
17% below category average
Five9
8.4
14 Ratings
1% above category average
Agent dashboard7.02 Ratings8.114 Ratings
Validate callers6.02 Ratings7.413 Ratings
Outbound response7.02 Ratings8.112 Ratings
Call forwarding9.02 Ratings8.710 Ratings
Click-to-call (CTC)6.01 Ratings9.810 Ratings
Warm transfer7.02 Ratings8.412 Ratings
Predictive dialing6.02 Ratings10.011 Ratings
Interactive voice response9.01 Ratings9.910 Ratings
REST APIs6.01 Ratings8.49 Ratings
Call scripts6.01 Ratings5.711 Ratings
Call tracking8.01 Ratings8.814 Ratings
Multichannel integration7.02 Ratings7.113 Ratings
CRM software integration7.01 Ratings8.813 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Enghouse Interactive Contact Centers
7.4
2 Ratings
10% below category average
Five9
8.7
23 Ratings
6% above category average
Inbound call routing8.02 Ratings8.812 Ratings
Omnichannel inbound routing8.01 Ratings7.310 Ratings
Recording6.01 Ratings9.213 Ratings
Quality management8.01 Ratings7.823 Ratings
Call analytics8.02 Ratings9.913 Ratings
Historical reporting8.02 Ratings8.614 Ratings
Live reporting8.01 Ratings8.212 Ratings
Customer surveys6.02 Ratings00 Ratings
Customer interaction analytics7.01 Ratings9.611 Ratings
Best Alternatives
Enghouse Interactive Contact CentersFive9
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Enghouse Interactive Contact CentersFive9
Likelihood to Recommend
8.0
(3 ratings)
7.1
(38 ratings)
Likelihood to Renew
9.0
(1 ratings)
10.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Availability
-
(0 ratings)
9.0
(1 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(9 ratings)
Online Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
Configurability
-
(0 ratings)
9.0
(1 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Product Scalability
-
(0 ratings)
9.0
(1 ratings)
Professional Services
-
(0 ratings)
9.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Enghouse Interactive Contact CentersFive9
Likelihood to Recommend
Enghouse
Enghouse Interactive Contact Centers is well suited for organizations with existing Microsoft solutions e.g. Lync/Skype for business infrastructure/Teams, Those who run Busy (1000+ calls/day) OMNI channel contact centres and depend on quality management/Quality assurance. I would say less appropriate for small to medium organizations that do not have existing PABX infrastructure.
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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
Enghouse
  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
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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
Enghouse
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
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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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Likelihood to Renew
Enghouse
Price. Easy to use. Support.
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Five9
Robust product, great reliability and support.
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Usability
Enghouse
No answers on this topic
Five9
UI is very user friendly and intuitive. Updates are implemented immediately.
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Reliability and Availability
Enghouse
No answers on this topic
Five9
We have had minimal downtime due to system outages since it was implemented.
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Performance
Enghouse
No answers on this topic
Five9
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
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Support Rating
Enghouse
No answers on this topic
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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Online Training
Enghouse
No answers on this topic
Five9
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
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Implementation Rating
Enghouse
No answers on this topic
Five9
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
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Alternatives Considered
Enghouse
Enghouse Interactive Contact Centers compared to Zeacom is very powerful in terms of features. The support for integrating with third-party software/hardware is better, and it is much simpler to use because less training is required to upskill the contact center staff. Comes with a lot of documentation and interactive guides/manuals.
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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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Contract Terms and Pricing Model
Enghouse
No answers on this topic
Five9
We do annual renewals and it's concurrent licensing which is great.
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Scalability
Enghouse
No answers on this topic
Five9
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
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Professional Services
Enghouse
No answers on this topic
Five9
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
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Return on Investment
Enghouse
  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
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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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