Five9 vs. Google Cloud Contact Center AI

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
Google Cloud Contact Center AI
Score 8.9 out of 10
N/A
Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A
Pricing
Five9Google Cloud Contact Center AI
Editions & Modules
Core
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Premium
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Optimum
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Ultimate
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Offerings
Pricing Offerings
Five9Google Cloud Contact Center AI
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
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Community Pulse
Five9Google Cloud Contact Center AI
Top Pros

No answers on this topic

Top Cons

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Features
Five9Google Cloud Contact Center AI
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
9.0
12 Ratings
8% above category average
Google Cloud Contact Center AI
8.4
13 Ratings
1% above category average
Agent dashboard9.312 Ratings8.513 Ratings
Validate callers9.212 Ratings7.911 Ratings
Outbound response9.211 Ratings8.211 Ratings
Call forwarding9.49 Ratings8.611 Ratings
Click-to-call (CTC)9.110 Ratings8.911 Ratings
Warm transfer9.410 Ratings8.810 Ratings
Predictive dialing9.510 Ratings8.39 Ratings
Interactive voice response9.29 Ratings8.411 Ratings
REST APIs9.47 Ratings7.211 Ratings
Call scripts6.710 Ratings8.211 Ratings
Call tracking9.212 Ratings8.411 Ratings
Multichannel integration8.611 Ratings8.712 Ratings
CRM software integration9.211 Ratings8.711 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.5
21 Ratings
3% above category average
Google Cloud Contact Center AI
8.6
13 Ratings
4% above category average
Inbound call routing9.310 Ratings8.312 Ratings
Omnichannel inbound routing9.58 Ratings8.111 Ratings
Recording8.411 Ratings8.813 Ratings
Quality management7.221 Ratings8.911 Ratings
Call analytics8.812 Ratings9.012 Ratings
Historical reporting7.812 Ratings9.011 Ratings
Live reporting8.810 Ratings8.410 Ratings
Customer interaction analytics8.310 Ratings8.410 Ratings
Customer surveys00 Ratings8.18 Ratings
Best Alternatives
Five9Google Cloud Contact Center AI
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Webex Contact Center
Webex Contact Center
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9Google Cloud Contact Center AI
Likelihood to Recommend
8.4
(36 ratings)
8.5
(13 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(1 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
8.0
(8 ratings)
-
(0 ratings)
User Testimonials
Five9Google Cloud Contact Center AI
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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Google
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
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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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Google
  • Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
  • Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
  • Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
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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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Google
  • It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
  • Automation can be made a little simpler and basic for anyone to be able to work on it.
  • Each instance of the software can have its own AI learning for a wider range of real time issues.
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Likelihood to Renew
Five9
No answers on this topic
Google
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
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Usability
Five9
No answers on this topic
Google
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
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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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Google
No answers on this topic
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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Google
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
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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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Google
  • Reduced the number of minutes spent by live agents on trivial queries.
  • Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
  • Customer satisfaction got increased exponentially.
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ScreenShots

Five9 Screenshots

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