What users are saying about
Top Rated
85 Ratings
Top Rated
85 Ratings
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Score 7.8 out of 100
8 Ratings
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Score 8.7 out of 100

Feature Set Ratings

  • MiContact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.0

Five9

80%
8.2

MiContact Center

82%
MiContact Center ranks higher in 9/13 features

Agent dashboard

8.2
82%
11 Ratings
8.5
85%
2 Ratings

Validate callers

8.3
83%
11 Ratings
7.0
70%
2 Ratings

Outbound response

8.2
82%
10 Ratings
8.0
80%
3 Ratings

Call forwarding

8.3
83%
8 Ratings
8.0
80%
3 Ratings

Click-to-call (CTC)

8.1
81%
9 Ratings
8.7
87%
3 Ratings

Warm transfer

8.2
82%
9 Ratings
9.0
90%
1 Rating

Predictive dialing

8.5
85%
9 Ratings
7.7
77%
3 Ratings

Interactive voice response

8.1
81%
8 Ratings
8.7
87%
3 Ratings

REST APIs

7.7
77%
6 Ratings
8.0
80%
1 Rating

Call scripts

7.3
73%
9 Ratings
8.0
80%
2 Ratings

Call tracking

7.9
79%
11 Ratings
8.7
87%
3 Ratings

Multichannel integration

7.9
79%
10 Ratings
8.0
80%
1 Rating

CRM software integration

8.0
80%
10 Ratings
8.0
80%
2 Ratings

Workforce Optimization (WFO)

7.6

Five9

76%
8.6

MiContact Center

86%
MiContact Center ranks higher in 9/9 features

Inbound call routing

8.0
80%
9 Ratings
9.0
90%
3 Ratings

Omnichannel inbound routing

8.3
83%
7 Ratings
9.0
90%
1 Rating

Recording

6.7
67%
10 Ratings
8.7
87%
3 Ratings

Quality management

7.6
76%
20 Ratings
8.7
87%
3 Ratings

Call analytics

7.3
73%
11 Ratings
8.5
85%
2 Ratings

Historical reporting

7.0
70%
11 Ratings
8.0
80%
2 Ratings

Live reporting

8.4
84%
9 Ratings
8.5
85%
2 Ratings

Customer interaction analytics

7.4
74%
9 Ratings
8.0
80%
1 Rating

Customer surveys

N/A
0 Ratings
9.0
90%
1 Rating

Attribute Ratings

  • MiContact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.1

Five9

81%
35 Ratings
8.7

MiContact Center

87%
3 Ratings

Support Rating

8.2

Five9

82%
12 Ratings

MiContact Center

N/A
0 Ratings

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.
Read full review

Mitel Networks Corporation

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.
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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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Mitel Networks Corporation

  • Dashboards
  • Social media integration
  • High availability
Read full review

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.
Read full review

Mitel Networks Corporation

  • The app on my phone logs out often.
Read full review

Pricing Details

Five9

Starting Price

$0 Contact sales team

Editions & Modules

Five9 editions and modules pricing
EditionModules
CoreContact sales team1
PremiumContact sales team2
OptimumContact sales team3
UltimateContact sales team4

Footnotes

  1. Contact sales team
  2. Contact sales team
  3. Contact sales team
  4. Contact sales team

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up 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

MiContact Center

Starting Price

Editions & Modules

MiContact Center editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    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.
    Read full review

    Mitel Networks Corporation

    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
    Read full review

    Mitel Networks Corporation

    - Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.
    Read full review

    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.
    Read full review

    Mitel Networks Corporation

    • Reduced line costs
    • Reduced contact center physical location costs
    • Improved customer experience
    Read full review

    Screenshots

    Add comparison