Five9 vs. Kore.ai

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 8.0 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
Kore.ai
Score 8.0 out of 10
N/A
Kore.ai Experience Optimization (XO) Platform is a conversational AI platform for enterprises that automates and optimizes CX and EX. The platform includes tools to design, test, train, deploy, analyze, and manage Intelligent Virtual Assistants. The Multi-engine NLP technique and intelligence capabilities of the platform are designed to understand the user's intent and give rapid resolution. Using the no-code capabilities, users can create conversational experiences without writing code;…N/A
Pricing
Five9Kore.ai
Editions & Modules
Core
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Premium
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Optimum
Contact sales team
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Ultimate
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Offerings
Pricing Offerings
Five9Kore.ai
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeOptional
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
Five9Kore.ai
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.5
14 Ratings
2% above category average
Kore.ai
-
Ratings
Agent dashboard8.314 Ratings00 Ratings
Validate callers8.013 Ratings00 Ratings
Outbound response8.312 Ratings00 Ratings
Call forwarding8.810 Ratings00 Ratings
Click-to-call (CTC)9.210 Ratings00 Ratings
Warm transfer8.612 Ratings00 Ratings
Predictive dialing9.811 Ratings00 Ratings
Interactive voice response9.610 Ratings00 Ratings
REST APIs8.69 Ratings00 Ratings
Call scripts6.011 Ratings00 Ratings
Call tracking8.814 Ratings00 Ratings
Multichannel integration7.413 Ratings00 Ratings
CRM software integration8.813 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.5
23 Ratings
3% above category average
Kore.ai
-
Ratings
Inbound call routing8.812 Ratings00 Ratings
Omnichannel inbound routing7.710 Ratings00 Ratings
Recording8.813 Ratings00 Ratings
Quality management7.723 Ratings00 Ratings
Call analytics9.413 Ratings00 Ratings
Historical reporting8.314 Ratings00 Ratings
Live reporting8.312 Ratings00 Ratings
Customer interaction analytics9.111 Ratings00 Ratings
Best Alternatives
Five9Kore.ai
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
IBM watsonx Assistant
IBM watsonx Assistant
Score 9.1 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Zoom Contact Center
Zoom Contact Center
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Conversica
Conversica
Score 9.6 out of 10
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User Ratings
Five9Kore.ai
Likelihood to Recommend
7.4
(38 ratings)
8.5
(2 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
9.0
(2 ratings)
Availability
9.0
(1 ratings)
-
(0 ratings)
Performance
8.0
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(9 ratings)
9.0
(2 ratings)
Online Training
10.0
(1 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
Configurability
9.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
-
(0 ratings)
Product Scalability
9.0
(1 ratings)
-
(0 ratings)
Professional Services
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Five9Kore.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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Kore.ai
It is a very flexible virtual assistance tool that is easy to develop enterprise-level complex bots without the knowledge of highly skilled programming. The platform has a straightforward and user-friendly interface. It has excellent documentation and answers all the possible questions of clients. Moreover, its customer support is really great. It is one of the fastest chatbot development platforms that are scalable, easy to integrate, and provides various domain support. Overall I had a great experience with Kore.ai.
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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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Kore.ai
  • Virtual Assistants.
  • Customer Journeys.
  • Bot Development.
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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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Kore.ai
No answers on this topic
Likelihood to Renew
Five9
Robust product, great reliability and support.
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Kore.ai
No answers on this topic
Usability
Five9
UI is very user friendly and intuitive. Updates are implemented immediately.
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Kore.ai
For new users, it has one of the best UI/UX experiences. One can easily get used to the platform and integrate enterprise-level intelligent chatbots. It uses many AI algorithms that understand the queries very effectively and helps resolve client issues. You don't need any prior high-level experience in coding to build chatbots and can easily integrate a chatbot with the Kore.ai platform.
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Reliability and Availability
Five9
We have had minimal downtime due to system outages since it was implemented.
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Kore.ai
No answers on this topic
Performance
Five9
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
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Kore.ai
No answers on this topic
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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Kore.ai
Our experience using Kore.ai makes it one of the best AI chatbot platforms we have ever used. Kore.ai bot builder is extremely easy to use and does not require technical expertise to make it live. A change in the flow can be made whenever required with the bot.
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Online Training
Five9
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
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Kore.ai
No answers on this topic
Implementation Rating
Five9
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
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Kore.ai
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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Kore.ai
No answers on this topic
Contract Terms and Pricing Model
Five9
We do annual renewals and it's concurrent licensing which is great.
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Kore.ai
No answers on this topic
Scalability
Five9
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
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Kore.ai
No answers on this topic
Professional Services
Five9
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
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Kore.ai
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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Kore.ai
  • Assisted in solving customer questions.
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ScreenShots

Five9 Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

Kore.ai Screenshots

Screenshot of Conversation Driven Dialog Builder - When fed user and IVA interactions as messages,  the platform automatically converts them into executable dialog tasks, making it easier for non-developers to build sophisticated IVAs.Screenshot of Explainable AI - Debugs the logic behind AI, generating information to make necessary changes, and fine-tune the performance.Screenshot of the UI to train the IVA for intents, entities, synonyms, and traitsScreenshot of analytics to track intent recognition rate, successful/unsuccessful interactions, dropoffs, popular channels and languages, NLP metrics, conversation flows and other critical metrics.