Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Pricing
Five9Freshdesk
Editions & Modules
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
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Offerings
Pricing Offerings
Five9Freshdesk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
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
Community Pulse
Five9Freshdesk
Considered Both Products
Five9

No answer on this topic

Freshdesk
Chose Freshdesk
Kustomer is great, however, is missing the mark when it comes to managing multiple service lines/unique stores under one account. Freshdesk's ability to do exactly this makes them a superior product.
Top Pros
Top Cons
Features
Five9Freshdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.7
12 Ratings
4% above category average
Freshdesk
-
Ratings
Agent dashboard8.912 Ratings00 Ratings
Validate callers8.812 Ratings00 Ratings
Outbound response8.811 Ratings00 Ratings
Call forwarding9.09 Ratings00 Ratings
Click-to-call (CTC)8.710 Ratings00 Ratings
Warm transfer9.010 Ratings00 Ratings
Predictive dialing9.210 Ratings00 Ratings
Interactive voice response8.79 Ratings00 Ratings
REST APIs8.97 Ratings00 Ratings
Call scripts6.610 Ratings00 Ratings
Call tracking8.812 Ratings00 Ratings
Multichannel integration8.411 Ratings00 Ratings
CRM software integration8.711 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.1
21 Ratings
2% below category average
Freshdesk
-
Ratings
Inbound call routing8.810 Ratings00 Ratings
Omnichannel inbound routing9.18 Ratings00 Ratings
Recording7.611 Ratings00 Ratings
Quality management7.321 Ratings00 Ratings
Call analytics8.312 Ratings00 Ratings
Historical reporting7.312 Ratings00 Ratings
Live reporting8.710 Ratings00 Ratings
Customer interaction analytics8.010 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Five9
-
Ratings
Freshdesk
8.3
143 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.7139 Ratings
Expert directory00 Ratings7.993 Ratings
Subscription-based notifications00 Ratings8.43 Ratings
ITSM collaboration and documentation00 Ratings7.64 Ratings
Ticket creation and submission00 Ratings8.7140 Ratings
Ticket response00 Ratings8.7140 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Five9
-
Ratings
Freshdesk
8.4
128 Ratings
6% above category average
External knowledge base00 Ratings8.4114 Ratings
Internal knowledge base00 Ratings8.4118 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Five9
-
Ratings
Freshdesk
8.2
136 Ratings
4% above category average
Customer portal00 Ratings8.0114 Ratings
IVR00 Ratings7.942 Ratings
Social integration00 Ratings8.571 Ratings
Email support00 Ratings8.8136 Ratings
Help Desk CRM integration00 Ratings8.082 Ratings
Best Alternatives
Five9Freshdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9Freshdesk
Likelihood to Recommend
8.2
(36 ratings)
8.7
(211 ratings)
Likelihood to Renew
-
(0 ratings)
9.8
(14 ratings)
Usability
-
(0 ratings)
8.8
(36 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
8.4
(4 ratings)
Support Rating
8.0
(8 ratings)
8.7
(34 ratings)
In-Person Training
-
(0 ratings)
8.2
(1 ratings)
Online Training
-
(0 ratings)
7.9
(2 ratings)
Implementation Rating
-
(0 ratings)
8.3
(140 ratings)
Configurability
-
(0 ratings)
8.6
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(3 ratings)
Ease of integration
-
(0 ratings)
8.8
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.1
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.8
(2 ratings)
User Testimonials
Five9Freshdesk
Likelihood to Recommend
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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Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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Pros
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.
Read full review
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review
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.
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Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
Read full review
Likelihood to Renew
Five9
No answers on this topic
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Usability
Five9
No answers on this topic
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Reliability and Availability
Five9
No answers on this topic
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Performance
Five9
No answers on this topic
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Support Rating
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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Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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In-Person Training
Five9
No answers on this topic
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Online Training
Five9
No answers on this topic
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Implementation Rating
Five9
No answers on this topic
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Alternatives Considered
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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Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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Contract Terms and Pricing Model
Five9
No answers on this topic
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Scalability
Five9
No answers on this topic
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Return on Investment
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
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
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ScreenShots

Five9 Screenshots

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