Avaya IP Office vs. Five9

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya IP Office
Score 7.5 out of 10
N/A
Avaya IP Office is a communications solution for small and medium-size businesses. It is available in the cloud, on premise or hybrid deployments are all supported with IP Office along with the ability to migrate from one to the other. The included Avaya Equinox experience provides a single app for voice, video, messaging, conferencing and calendar and keeps employees productive on any device, from any location.
$82
per user/per month
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
Avaya IP OfficeFive9
Editions & Modules
Voice
$82
per user/per month
Digital
$129
per user/per month
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
Avaya IP OfficeFive9
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
Avaya IP OfficeFive9
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Avaya IP Office
6.5
9 Ratings
22% below category average
Five9
-
Ratings
High quality audio6.59 Ratings00 Ratings
High quality video6.57 Ratings00 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Avaya IP Office
7.1
5 Ratings
12% below category average
Five9
-
Ratings
Desktop sharing7.15 Ratings00 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Avaya IP Office
6.7
6 Ratings
17% below category average
Five9
-
Ratings
Calendar integration5.85 Ratings00 Ratings
Meeting initiation6.75 Ratings00 Ratings
Record meetings / events7.63 Ratings00 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Avaya IP Office
5.8
3 Ratings
28% below category average
Five9
-
Ratings
Live chat5.83 Ratings00 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Avaya IP Office
6.1
6 Ratings
21% below category average
Five9
-
Ratings
User authentication5.96 Ratings00 Ratings
Participant roles & permissions6.25 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Avaya IP Office
6.6
8 Ratings
21% below category average
Five9
-
Ratings
Hosted PBX6.25 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)6.58 Ratings00 Ratings
Directory of employee names7.08 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Avaya IP Office
6.4
9 Ratings
25% below category average
Five9
-
Ratings
Answering rules7.99 Ratings00 Ratings
Call recording7.07 Ratings00 Ratings
Call park8.19 Ratings00 Ratings
Call screening6.58 Ratings00 Ratings
Message alerts6.48 Ratings00 Ratings
Business SMS/External Messaging5.94 Ratings00 Ratings
Online Fax4.33 Ratings00 Ratings
Voicemail Transcription5.24 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Avaya IP Office
6.8
7 Ratings
23% below category average
Five9
-
Ratings
Mobile app for iOS6.87 Ratings00 Ratings
Mobile app for Android6.86 Ratings00 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Avaya IP Office
6.5
6 Ratings
14% below category average
Five9
-
Ratings
Centralized communications management7.35 Ratings00 Ratings
Team messaging6.64 Ratings00 Ratings
Team document sharing5.74 Ratings00 Ratings
Call and meeting analytics6.45 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya IP Office
-
Ratings
Five9
8.8
12 Ratings
5% above category average
Agent dashboard00 Ratings9.112 Ratings
Validate callers00 Ratings8.912 Ratings
Outbound response00 Ratings8.911 Ratings
Call forwarding00 Ratings9.29 Ratings
Click-to-call (CTC)00 Ratings8.810 Ratings
Warm transfer00 Ratings9.210 Ratings
Predictive dialing00 Ratings9.410 Ratings
Interactive voice response00 Ratings8.99 Ratings
REST APIs00 Ratings9.17 Ratings
Call scripts00 Ratings6.710 Ratings
Call tracking00 Ratings8.912 Ratings
Multichannel integration00 Ratings8.511 Ratings
CRM software integration00 Ratings8.911 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya IP Office
-
Ratings
Five9
8.3
21 Ratings
0% above category average
Inbound call routing00 Ratings9.010 Ratings
Omnichannel inbound routing00 Ratings9.38 Ratings
Recording00 Ratings7.911 Ratings
Quality management00 Ratings7.321 Ratings
Call analytics00 Ratings8.512 Ratings
Historical reporting00 Ratings7.512 Ratings
Live reporting00 Ratings8.710 Ratings
Customer interaction analytics00 Ratings8.110 Ratings
Best Alternatives
Avaya IP OfficeFive9
Small Businesses
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
Avaya IP OfficeFive9
Likelihood to Recommend
8.0
(12 ratings)
8.3
(36 ratings)
Likelihood to Renew
9.1
(1 ratings)
-
(0 ratings)
Usability
7.3
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
8.0
(8 ratings)
Implementation Rating
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
Avaya IP OfficeFive9
Likelihood to Recommend
Avaya
So I haven't had one where it's not appropriate at all unless somebody was going pure cloud. Obviously, this is not a cloud product, but from an on-premise solution like the IP office is, we've sold it to companies that have five users and we've sold it to customers that have thousands of users. So it's very expandable, adjustable to be it's hybrid, so it's IP and digital mix capabilities. So that's a strong suit.
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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
Avaya
  • Centralization is key. If you want to have all of your facilities on one phone system, to help mitigate telecom costs this is the system for you. You purchase the necessary licensing (one time purchase) and the licenses stay with you as long as you stay on that platform!
  • Flexibility is fantastic. Whether you want to use the IP Office as a key system, or replace your existing partner system, or run as a PBX. This system will do it all, I was very impressed with the compatibility of the IP Office with legacy equipment. Have a Partner system? Not a problem. Have a Definity system? Not a problem!
  • Broad based technology. You can utilize CO trunks (POTS lines), ISDN/PRI, T1, SIP, etc.... What ever your carrier hands off to you the IP Office can integrate with. No need to work with a third party vendor to get your interface up and running. AVAYA is a one stop shop, and if you have an existing warranty, just upgrade your IPOSS information on the system and your new hardware is covered.
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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
Avaya
  • Rush for updates. At times an updated will fix one problem, and inadvertently create another. However with due diligence from your business partner (Tektivity) patches are tested before being rolled out in production environments.
  • Part itemization. If you purchase a new system, the power cord does not come with the unit, that is a separate part. Very minor in the grand scheme of things but as a reseller and a customer still somewhat annoying.
  • Large convoluted organization. As a user trying to navigate the AVAYA website, and track down information can be daunting. Even calling support can be challenging, you never know if your call will be routed to India, Brazil, or Denver. That is why the relationship with Tektivity is so important. You can leverage your business partner to get the answers you need so you can spend your time tackling issues that need your attention.
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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
Avaya
Oddly enough I have been impressed with the IP Office platform so much that I have integrated one into my home. My wife was not happy with it initially but once she started using it she was very happy with the results. It helped that I programmed it to work just like a home phone but with features and options that I can utilize remotely. I would be more than happy to put an AVAYA IP Office against any other phone system on the market, and let you be the judge.
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Five9
No answers on this topic
Support Rating
Avaya
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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Alternatives Considered
Avaya
Much better feature set with Avaya IP Office, and I really feel you're getting feature-rich telephony for a well priced switch. The system is very adaptable and a much better fit than legacy key systems and cloud-based UCaaS solutions competing in the same market.
Read full review
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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Return on Investment
Avaya
  • When selling to a prospective customer, I always do a 10 yr ROI to show the benefits of Avaya IP Office or ACO and which scenario would fit best.
  • CAPEX vs OPEX
  • Number of phones needed as well as other features need to be considered to determine if Avaya IP Office fits best.
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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.
Read full review
ScreenShots

Five9 Screenshots

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