What users are saying about
54 Ratings
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Top Rated
77 Ratings
54 Ratings
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Score 7.7 out of 100

Playvox

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Top Rated
77 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.1 out of 100

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Playvox

It is perfect for a company that works online, and conducts customer service through any CPM systems, since it can easily integrate into any of them. It is very convenient when evaluating chat calls that are made of course online. On the other hand, its analytical functions will allow you to monitor the company's agents, track progress or regression, and identify problems to solve.
Diana Kalikanova | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Five9
7.9
Playvox
Agent dashboard
Five9
7.0
Playvox
Validate callers
Five9
8.0
Playvox
Outbound response
Five9
8.0
Playvox
Call forwarding
Five9
6.0
Playvox
Warm transfer
Five9
7.0
Playvox
Predictive dialing
Five9
8.0
Playvox
Call tracking
Five9
9.0
Playvox
Multichannel integration
Five9
9.0
Playvox
CRM software integration
Five9
9.0
Playvox

Workforce Optimization (WFO)

Five9
9.1
Playvox
Inbound call routing
Five9
9.0
Playvox
Recording
Five9
9.0
Playvox
Quality management
Five9
9.4
Playvox
Call analytics
Five9
9.0
Playvox
Historical reporting
Five9
9.0
Playvox
Live reporting
Five9
9.0
Playvox

Pros

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

Playvox

  • Pairs well with Zendesk. The tickets feed in throughout the day allowing us to spot check daily and provide quick feedback to the agents. The addon in Zendesk also allows other managers to see if a ticket has already been graded when they are looking at it so it doesn't waste time escalating tickets that have already been handled.
  • Reporting. The reporting in Zendesk has removed the need to use Excel to create our own reports. We are able to quickly pull the reports we need to send to other departments, or our offshore managers for any time range. This is an ability we didn't have before Playvox.
  • Coaching - Being able to track coaching and feedback in an easy to use format that multiple people can see has been a great help. Sometimes as upper management you don't get to see all the coaching that goes on but Playvox makes it easy to review coaching sessions that have happened, and also measure to outcome of those coaching sessions.
Anonymous | TrustRadius Reviewer

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.
Ariana Thompson | TrustRadius Reviewer

Playvox

  • Playvox is user-friendly and easy to search. However, I feel like having a list of all the documents available to you to review in a more obvious place would be helpful.
  • Playvox used to send notifications to my email. I no longer receive these. I miss this feature as it was a good way to always make sure I am up to date and know when there is a notification or I have a new evaluation.
  • Playvox could add a very helpful tool in notifying users when a document they have access to has been updated. Sometimes a company will update a policy or verbiage and it would be good to know right away because sometimes we aren’t always told.
Fallon Penrod | TrustRadius Reviewer

Likelihood to Renew

Five9

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.0
Based on 2 answers
It's an excellent tool that makes our support team better and happier. Playvox support is also extremely responsive and helpful.
Sarah Holdgrafer | TrustRadius Reviewer

Usability

Five9

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.6
Based on 2 answers
Playvox is so user friendly for both the person creating the platform and the agents using the platform to read their reviews, look at training documents and turning in their karma points.
Chrissie Nelms | TrustRadius Reviewer

Reliability and Availability

Five9

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.1
Based on 1 answer
It is working properly
Anonymous | TrustRadius Reviewer

Performance

Five9

No answers on this topic

Playvox

well I'm a playvox user since 2019 and I don't remember when I had an issues with it's speed or performance
Anonymous | TrustRadius Reviewer

Support Rating

Five9

Five9 8.3
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Playvox

Playvox 8.7
Based on 3 answers
I gave this rating because we never really have any issues with the program. Team Managers, Chat Assists and others are there for assistance if something should go wrong, but reaching out to the Playvox support is something I have never experienced. I have never seen it crash, nor have any issues that required me to contact support for assistance.
Shauna Stermer | TrustRadius Reviewer

Implementation Rating

Five9

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.1
Based on 1 answer
Well I think it works
Anonymous | TrustRadius Reviewer

Alternatives Considered

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | TrustRadius Reviewer

Playvox

Playvox is by far superior to both of these platforms, by a wide margin. Stella Connect is a mess to use reporting wise and Scorebuddy is so basic it looks like an early 2000s school project. I wouldn't go back to either of them and would stick with Playvox if it were all up to me to decide.
Mihail Marinov | TrustRadius Reviewer

Scalability

Five9

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.1
Based on 1 answer
playvox is one of the used platform in my department which is working properly in any time that's why I rate it
Anonymous | TrustRadius Reviewer

Return on Investment

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

Playvox

  • It has been very favorable since our BPO has been recognized for the quality of our agents.
  • Coaching sessions are very dynamic and agents can complete them in a few moments according to their availability.
  • It helps us to capture the weaknesses and strengths by providing process refreshment.
Gretty Gutierrez | TrustRadius Reviewer

Screenshots

Pricing Details

Five9

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Five9 Editions & Modules

Edition
CoreContact sales team1
PremiumContact sales team1
OptimumContact sales team1
UltimateContact sales team1
  1. Contact sales team
Additional Pricing 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

Playvox

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Playvox Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison