Five9 vs. InMoment XI Platform

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
InMoment XI Platform
Score 8.4 out of 10
N/A
InMoment's Voice of the Customer product helps companies gather customer feedback and channel it to the right individuals in the organization. InMoment was created when Empathica and Mindshare combined into one company. Their CX platform also includes functionality from Wootric, acquired by InMoment in 2021.N/A
Pricing
Five9InMoment XI Platform
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
No answers on this topic
Offerings
Pricing Offerings
Five9InMoment XI Platform
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
Five9InMoment XI Platform
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
9.0
12 Ratings
8% above category average
InMoment XI Platform
-
Ratings
Agent dashboard9.312 Ratings00 Ratings
Validate callers9.212 Ratings00 Ratings
Outbound response9.211 Ratings00 Ratings
Call forwarding9.49 Ratings00 Ratings
Click-to-call (CTC)9.110 Ratings00 Ratings
Warm transfer9.410 Ratings00 Ratings
Predictive dialing9.510 Ratings00 Ratings
Interactive voice response9.29 Ratings00 Ratings
REST APIs9.47 Ratings00 Ratings
Call scripts6.710 Ratings00 Ratings
Call tracking9.212 Ratings00 Ratings
Multichannel integration8.611 Ratings00 Ratings
CRM software integration9.211 Ratings00 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
InMoment XI Platform
-
Ratings
Inbound call routing9.310 Ratings00 Ratings
Omnichannel inbound routing9.58 Ratings00 Ratings
Recording8.311 Ratings00 Ratings
Quality management7.221 Ratings00 Ratings
Call analytics8.812 Ratings00 Ratings
Historical reporting7.812 Ratings00 Ratings
Live reporting8.810 Ratings00 Ratings
Customer interaction analytics8.310 Ratings00 Ratings
Best Alternatives
Five9InMoment XI Platform
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Sogolytics
Sogolytics
Score 8.9 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
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User Ratings
Five9InMoment XI Platform
Likelihood to Recommend
8.4
(36 ratings)
8.0
(2 ratings)
Support Rating
8.0
(8 ratings)
-
(0 ratings)
User Testimonials
Five9InMoment XI Platform
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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InMoment
InMoment VOC is well suited for any hospitality-based company that is guest-centric. It's like receiving a report card every day with info about what we are doing well and where we need to improve. I like how we were able to customize so many things like how often our managers receive emails and how organized guest recovery is now. I don't care for the reply templates. I don't like the idea of a guest feeling the reply is robotic in any way. Especially, if the guest reaches out more than once and the team uses the template provided in the system again. I think it takes away from the sincerity of the managers' response.
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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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InMoment
  • Data Concilations
  • Tracking realtime surveys
  • Gain consumer insights
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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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InMoment
  • I wish we could edit some of the information on our end. Sometimes it takes a little while to get access issues resolved from the support team going back and forth in emails.
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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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InMoment
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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InMoment
No answers on this topic
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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InMoment
  • Helped us improve product quality by 3%
  • Improve speed of service by 13%
  • Gain more customer insights with less manpower.
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ScreenShots

Five9 Screenshots

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