Five9 vs. LivePerson Conversation Cloud (LiveEngage)

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
LivePerson Conversation Cloud (LiveEngage)
Score 8.5 out of 10
N/A
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.N/A
Pricing
Five9LivePerson Conversation Cloud (LiveEngage)
Editions & Modules
Core
Contact sales team
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Premium
Contact sales team
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Optimum
Contact sales team
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Ultimate
Contact sales team
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No answers on this topic
Offerings
Pricing Offerings
Five9LivePerson Conversation Cloud (LiveEngage)
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
Community Pulse
Five9LivePerson Conversation Cloud (LiveEngage)
Top Pros
Top Cons
Features
Five9LivePerson Conversation Cloud (LiveEngage)
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.9
12 Ratings
6% above category average
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Agent dashboard9.212 Ratings00 Ratings
Validate callers9.012 Ratings00 Ratings
Outbound response9.011 Ratings00 Ratings
Call forwarding9.39 Ratings00 Ratings
Click-to-call (CTC)8.910 Ratings00 Ratings
Warm transfer9.210 Ratings00 Ratings
Predictive dialing9.410 Ratings00 Ratings
Interactive voice response9.09 Ratings00 Ratings
REST APIs9.27 Ratings00 Ratings
Call scripts6.710 Ratings00 Ratings
Call tracking9.012 Ratings00 Ratings
Multichannel integration8.511 Ratings00 Ratings
CRM software integration9.011 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.4
21 Ratings
2% above category average
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Inbound call routing9.110 Ratings00 Ratings
Omnichannel inbound routing9.38 Ratings00 Ratings
Recording8.011 Ratings00 Ratings
Quality management7.221 Ratings00 Ratings
Call analytics8.612 Ratings00 Ratings
Historical reporting7.612 Ratings00 Ratings
Live reporting8.710 Ratings00 Ratings
Customer interaction analytics8.210 Ratings00 Ratings
Best Alternatives
Five9LivePerson Conversation Cloud (LiveEngage)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Simplify360
Simplify360
Score 7.8 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
Conversica
Conversica
Score 9.4 out of 10
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User Ratings
Five9LivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
8.3
(36 ratings)
8.0
(14 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(10 ratings)
Support Rating
8.0
(8 ratings)
-
(0 ratings)
User Testimonials
Five9LivePerson Conversation Cloud (LiveEngage)
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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LivePerson
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.
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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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LivePerson
  • 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.
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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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LivePerson
  • 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.
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Likelihood to Renew
Five9
No answers on this topic
LivePerson
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
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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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LivePerson
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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LivePerson
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
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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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LivePerson
  • 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.
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ScreenShots

Five9 Screenshots

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