What users are saying about
26 Ratings
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Top Rated
145 Ratings
26 Ratings
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Score 7.8 out of 101

Talkdesk

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Top Rated
145 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 101

Likelihood to Recommend

Five9

Five9 is great as a remote VoIP option for contact centers who handle phone calls from customers. The call queue is straightforward and can be customized based on the level of volume an agent can and should handle. Five9 is a great idea for anyone who is doing an outbound campaign where they are using an auto-dialer and has features like a do not call list and a salesforce integration to help organize contact information. Five9 is less useful for managers or people who don't have specific metrics because it will throw off the reporting with long handle times or non applicable dispositions
Ariana Thompson profile photo

Talkdesk

Talk desk is great for intimate support teams that need a strong infrastructure but are by monitored by people that need to be able to queue calls and manage the volume
Rachel Ancheta profile photo

Feature Rating Comparison

Contact Center Software

Five9
7.9
Talkdesk
8.4
Agent dashboard
Five9
7.0
Talkdesk
8.5
Validate callers
Five9
8.0
Talkdesk
8.4
Outbound response
Five9
8.0
Talkdesk
9.0
Call forwarding
Five9
6.0
Talkdesk
8.7
Warm transfer
Five9
7.0
Talkdesk
8.5
Predictive dialing
Five9
8.0
Talkdesk
7.7
Call tracking
Five9
9.0
Talkdesk
8.5
Multichannel integration
Five9
9.0
Talkdesk
8.4
CRM software integration
Five9
9.0
Talkdesk
8.0
Click-to-call (CTC)
Five9
Talkdesk
8.4
Interactive voice response
Five9
Talkdesk
8.3
REST APIs
Five9
Talkdesk
8.2
Call scripts
Five9
Talkdesk
8.2

Workforce Optimization (WFO)

Five9
8.9
Talkdesk
8.5
Inbound call routing
Five9
9.0
Talkdesk
8.6
Recording
Five9
9.0
Talkdesk
9.1
Quality management
Five9
8.6
Talkdesk
8.5
Call analytics
Five9
9.0
Talkdesk
8.2
Historical reporting
Five9
9.0
Talkdesk
8.7
Live reporting
Five9
9.0
Talkdesk
8.6
Omnichannel inbound routing
Five9
Talkdesk
9.0
Customer surveys
Five9
Talkdesk
7.7
Customer interaction analytics
Five9
Talkdesk
7.9

Pros

Five9

  • Ease of user administration and permission level customization for all users.
  • Easy to navigate, searchable access to recorded calls and call logs, complete with phone numbers, lengths of time, number of holds, and sortable by any piece of collected information.
  • Data collection and reporting customization for agent or team level statistics on handle time, abandoned call rate, occupancy, and duration.
Ariana Thompson profile photo

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta profile photo

Cons

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 profile photo

Talkdesk

  • Call quality: Expect that you will eventually have a quality issue and it will be annoying and hard to diagnose. Usually resolves on its own within an hour. Not system-wide but for individual reps.
Logan Blackburn profile photo

Likelihood to Renew

Five9

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro profile photo

Usability

Five9

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.8
Based on 16 answers
It's so easy, my grandmother can use it!
Nelson Bonilla profile photo

Support

Five9

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.8
Based on 16 answers
The representatives were able to effectively assist me whenever I had any inquiries.
Melissa Lora profile photo

Implementation

Five9

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro profile photo

Alternatives Considered

Five9

Five9 has some of the same features as competitors but offers other features that help users better complete their tasks. This could be tasks such as putting calls on hold, logging calls and reports, and multitasking on the system platform. Overall, Five9 feels very easy to use compared to other software.
Horacio Carcamo profile photo

Talkdesk

Some products can be very slow and have poor functionality, so I think Talkdesk has a great advantage compared to them.
Thiago Leal profile photo

Return on Investment

Five9

  • Increased call handling equates to more revenue per agent
  • Decreased idle and not ready states by utilizing blended functionality along with real-time reporting.
  • More data to better forecast capacity requirements.
Sean Conyette profile photo

Talkdesk

  • Has allowed our support staff to more easily keep track of calls and notes
  • Has been easier to train new agents on the talkdesk system
  • Integration support has been helpful with our ticketing system
Ryker Watts profile photo

Pricing Details

Five9

General

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

Talkdesk

General

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

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