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.
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LivePerson Conversation Cloud (LiveEngage)
Score 8.5 out of 10
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LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.
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Pricing
Five9
LivePerson Conversation Cloud (LiveEngage)
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
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Offerings
Pricing Offerings
Five9
LivePerson Conversation Cloud (LiveEngage)
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Five9 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
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.
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
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.
The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
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.
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
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
