Five9 vs. LiveAgent

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
LiveAgent
Score 8.5 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…
$9
per month
Pricing
Five9LiveAgent
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
Free
$0
per month
Small
$9
per month per seat
Medium
$29
per month per seat
Large
$49
per month per seat
Enterprise
$69
per month per seat
Downloadable licence
11,950
20 agents
Offerings
Pricing Offerings
Five9LiveAgent
Free Trial
NoYes
Free/Freemium Version
NoYes
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
Five9LiveAgent
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
9.0
12 Ratings
8% above category average
LiveAgent
-
Ratings
Agent dashboard9.312 Ratings00 Ratings
Validate callers9.112 Ratings00 Ratings
Outbound response9.111 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 response9.19 Ratings00 Ratings
REST APIs9.47 Ratings00 Ratings
Call scripts6.710 Ratings00 Ratings
Call tracking9.212 Ratings00 Ratings
Multichannel integration8.611 Ratings00 Ratings
CRM software integration9.111 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
LiveAgent
-
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
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Five9
-
Ratings
LiveAgent
7.8
59 Ratings
1% below category average
Organize and prioritize service tickets00 Ratings8.056 Ratings
Expert directory00 Ratings8.047 Ratings
Subscription-based notifications00 Ratings6.942 Ratings
ITSM collaboration and documentation00 Ratings6.838 Ratings
Ticket creation and submission00 Ratings8.558 Ratings
Ticket response00 Ratings8.559 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Five9
-
Ratings
LiveAgent
9.8
52 Ratings
23% above category average
External knowledge base00 Ratings9.849 Ratings
Internal knowledge base00 Ratings9.847 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Five9
-
Ratings
LiveAgent
8.4
58 Ratings
10% above category average
Customer portal00 Ratings9.753 Ratings
IVR00 Ratings6.828 Ratings
Social integration00 Ratings8.150 Ratings
Email support00 Ratings7.654 Ratings
Help Desk CRM integration00 Ratings9.646 Ratings
Best Alternatives
Five9LiveAgent
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 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9LiveAgent
Likelihood to Recommend
8.4
(36 ratings)
8.1
(117 ratings)
Likelihood to Renew
-
(0 ratings)
9.3
(4 ratings)
Usability
-
(0 ratings)
8.0
(4 ratings)
Support Rating
8.0
(8 ratings)
9.3
(24 ratings)
Implementation Rating
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
Five9LiveAgent
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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QualityUnit, LLC
LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
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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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QualityUnit, LLC
  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
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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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QualityUnit, LLC
  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
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Likelihood to Renew
Five9
No answers on this topic
QualityUnit, LLC
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
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Usability
Five9
No answers on this topic
QualityUnit, LLC
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
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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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QualityUnit, LLC
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
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Implementation Rating
Five9
No answers on this topic
QualityUnit, LLC
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
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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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QualityUnit, LLC
Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
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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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QualityUnit, LLC
  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
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ScreenShots

Five9 Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

LiveAgent Screenshots

Screenshot of Inside of TicketsScreenshot of Chat - Support ViewScreenshot of Chat - Customer ViewScreenshot of Chat - Fully Customizable