Five9 vs. Gladly

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 8.2 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
Gladly
Score 8.3 out of 10
N/A
Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.
$38
Per Month Per User
Pricing
Five9Gladly
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
Task Based
$38.00
Per Month Per User
Customer Facing
$150.00
Per Month Per User
Offerings
Pricing Offerings
Five9Gladly
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
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
Five9Gladly
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.9
12 Ratings
6% above category average
Gladly
-
Ratings
Agent dashboard9.112 Ratings00 Ratings
Validate callers9.012 Ratings00 Ratings
Outbound response9.011 Ratings00 Ratings
Call forwarding9.39 Ratings00 Ratings
Click-to-call (CTC)8.910 Ratings00 Ratings
Warm transfer9.210 Ratings00 Ratings
Predictive dialing9.410 Ratings00 Ratings
Interactive voice response9.09 Ratings00 Ratings
REST APIs9.27 Ratings00 Ratings
Call scripts6.710 Ratings00 Ratings
Call tracking9.012 Ratings00 Ratings
Multichannel integration8.511 Ratings00 Ratings
CRM software integration9.011 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.3
21 Ratings
0% above category average
Gladly
-
Ratings
Inbound call routing9.110 Ratings00 Ratings
Omnichannel inbound routing9.38 Ratings00 Ratings
Recording8.011 Ratings00 Ratings
Quality management7.321 Ratings00 Ratings
Call analytics8.612 Ratings00 Ratings
Historical reporting7.612 Ratings00 Ratings
Live reporting8.710 Ratings00 Ratings
Customer interaction analytics8.210 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Five9
-
Ratings
Gladly
8.0
2 Ratings
1% above category average
Organize and prioritize service tickets00 Ratings5.02 Ratings
Expert directory00 Ratings10.01 Ratings
ITSM collaboration and documentation00 Ratings10.02 Ratings
Ticket creation and submission00 Ratings10.01 Ratings
Ticket response00 Ratings5.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Five9
-
Ratings
Gladly
10.0
1 Ratings
25% above category average
External knowledge base00 Ratings10.01 Ratings
Internal knowledge base00 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Five9
-
Ratings
Gladly
10.0
2 Ratings
26% above category average
IVR00 Ratings10.02 Ratings
Social integration00 Ratings10.02 Ratings
Email support00 Ratings10.02 Ratings
Help Desk CRM integration00 Ratings10.02 Ratings
Best Alternatives
Five9Gladly
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 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
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9Gladly
Likelihood to Recommend
8.3
(36 ratings)
10.0
(2 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Support Rating
8.0
(8 ratings)
10.0
(1 ratings)
User Testimonials
Five9Gladly
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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Gladly Software
Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.
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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.
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Gladly Software
  • Easy to use interface. Supporting customers is as easy as texting a friend.
  • True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
  • Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.
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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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Gladly Software
  • Gladly has errors where it times out and I lose a call. Which negatively reflects on me.
  • If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.
  • The inbox could notify you better of completed tasks and keep better track of your history in your own account.
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Likelihood to Renew
Five9
No answers on this topic
Gladly Software
Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction
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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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Gladly Software
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
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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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Gladly Software
Gladly truly delivers what other vendors promote:
  • True Omnichannel support.
  • Easy to use UI.
  • Robust reporting.
  • Full SaaS solution.
  • Built-in knowledgebase.
  • Simple implementation.
  • Great support team.
  • True business partnership.
  • Full 360 views of your customer.
  • Reduced ramp time for agents.
It truly is the future of Customer Support software. True game changer.
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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.
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Gladly Software
  • It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.
  • Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.
  • Gladly allows you to view what other representatives are doing and if they are busy or available for questions.
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ScreenShots

Five9 Screenshots

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