Five9 vs. Glassix

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.

Glassix is best suited for small customer service teams that handle a usual high volume of tickets. For us, we need to answer pretty much the same repetitive or similar subject, 3-5 questions from our client base; by having the AI chatbot, we do not need to deal with this anymore and are free to do more with our time. What I would love to see more is some more guides and resources on the AI features, although we use them quite vastly here. Some tutorials on how to customize would be highly appreciated.

Incentivized

• 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.

Incentivized

• AI chatbot and automated workflows for our customer support.
• Unify all of our business channels into one inbox.
• Helping us resolve support ticket in the speed of light.

Incentivized

• 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• The user interface for the agent desktop application is clunky and outdated.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.

Incentivized

• More guides on the AI features.

Incentivized

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.

Incentivized

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

Incentivized

Pricing is crystal clear, there is no limit on chatbot or AI interactions and resolutions, and there is no long-term commitment to lock you down for years. Also, their team is super friendly and always prompt to answer any question or issue we might have with the platform.

Incentivized

• 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.

Incentivized

• Glassix paid for itself in the first few weeks.
• The product is easy to use and way more economical than the competition.

Incentivized