What users are saying about
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Top Rated
84 Ratings
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Top Rated
252 Ratings

Five9

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Top Rated
84 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Playvox

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Top Rated
252 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.9 out of 100

Feature Set Ratings

    Contact Center Software

    8.0

    Five9

    80%

    Playvox

    Feature Set Not Supported
    N/A
    Five9 ranks higher in 13/13 features

    Agent dashboard

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Validate callers

    8.3
    83%
    11 Ratings
    N/A
    0 Ratings

    Outbound response

    7.9
    79%
    11 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.3
    83%
    8 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.1
    81%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.0
    80%
    10 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.5
    85%
    9 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.1
    81%
    9 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    7 Ratings
    N/A
    0 Ratings

    Call scripts

    7.3
    73%
    9 Ratings
    N/A
    0 Ratings

    Call tracking

    7.5
    75%
    12 Ratings
    N/A
    0 Ratings

    Multichannel integration

    7.9
    79%
    10 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.0
    80%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    7.6

    Five9

    76%

    Playvox

    Feature Set Not Supported
    N/A
    Five9 ranks higher in 8/8 features

    Inbound call routing

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.3
    83%
    7 Ratings
    N/A
    0 Ratings

    Recording

    6.8
    68%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    7.6
    76%
    20 Ratings
    N/A
    0 Ratings

    Call analytics

    7.5
    75%
    12 Ratings
    N/A
    0 Ratings

    Historical reporting

    7.0
    70%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    8.3
    83%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    7.7
    77%
    10 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Five9 is rated higher in 1 area: Support Rating
    • Playvox is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.9

    Five9

    79%
    36 Ratings
    8.9

    Playvox

    89%
    195 Ratings

    Likelihood to Renew

    Five9

    N/A
    0 Ratings
    8.6

    Playvox

    86%
    6 Ratings

    Usability

    Five9

    N/A
    0 Ratings
    8.5

    Playvox

    85%
    4 Ratings

    Availability

    Five9

    N/A
    0 Ratings
    9.1

    Playvox

    91%
    1 Rating

    Support Rating

    8.2

    Five9

    82%
    12 Ratings
    5.7

    Playvox

    57%
    5 Ratings

    Implementation Rating

    Five9

    N/A
    0 Ratings
    7.8

    Playvox

    78%
    2 Ratings

    Configurability

    Five9

    N/A
    0 Ratings
    6.4

    Playvox

    64%
    1 Rating

    Product Scalability

    Five9

    N/A
    0 Ratings
    6.4

    Playvox

    64%
    1 Rating

    Vendor post-sale

    Five9

    N/A
    0 Ratings
    7.8

    Playvox

    78%
    2 Ratings

    Vendor pre-sale

    Five9

    N/A
    0 Ratings
    8.8

    Playvox

    88%
    2 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

    Playvox

    Playvox is well suited to rate and track process adherence and work quality percentual. It is also great to document coaching and track advisors' development, as well as to do knowledge checks through quizzes. It is not so appropriate if you need to see the previous coachings made, since those cannot be opened when they finished.
    Read full review

    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.
    Read full review

    Playvox

    • monitoring the chats and calls to know your mistakes and get it solve.
    • analyst your skills, and it makes you to know are you doing well or not.
    • coaching and learning from your mistakes, and seeing the errors to improve your skills in handling.
    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

    Playvox

    • The speed of loading the chat that I am evaluating for the customer service representative because sometimes it shows that there is an error in the load.
    • Keep a lot of information
    • It should have more languages for ease of control
    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

    Playvox

    Starting Price

    Editions & Modules

    Playvox 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

      Pricing

      Likelihood to Renew

      Five9

      No answers on this topic

      Playvox

      I do not think my organization has and 2nd thought of changing the Playvox because I am sure they cannot find another option that is as easy and smooth. There is no other option at all. Playvox is being used here in every department and the company cannot run without this. Now it is a basic need of this business
      Read full review

      Usability

      Five9

      No answers on this topic

      Playvox

      Playvox is an easy-to-use platform, all features are intuitive, which makes navigation easy. I never found navigation problems, I was always able to find all the items I needed, all the information is well separated, what could improve is the possibility of moving some items, putting the ones that I use the most in evidence.
      Read full review

      Reliability and Availability

      Five9

      No answers on this topic

      Playvox

      I don't think I've encountered software problems before
      Read full review

      Performance

      Five9

      No answers on this topic

      Playvox

      do pages load quickly? yes / Do reports complete in a reasonable time frame, given their complexity? yes i think / If Playvox integrates with any other software or systems, does it tend to slow them down? i don't know
      Read full review

      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

      Playvox

      We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
      Read full review

      Implementation Rating

      Five9

      No answers on this topic

      Playvox

      From the day first, we were active on Playvox and happy with the features. It does not take much time to understand its features and its performance. A few training sessions with 'How to use' and we are experts using Playvox.
      Read full review

      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

      Playvox

      I selected Playvox as it is the platform my organization uses. I've never worked with another platform like this. In other companies I worked, procedures, communications, and training were not saved, they were only communicated verbally and sometimes a document with what should be done, but nothing compared to the ease of using a Playvox.
      Read full review

      Scalability

      Five9

      No answers on this topic

      Playvox

      I think it is the best rating based on my experience
      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

      Playvox

      • Playvox directly impacts our Happiness ratings. From an average of 85% great ratings to 90% great ratings in a matter of 3-6 months.
      • Playvox impacts the number of responses our team has to send in order to find a solution for the customer. Dropping average replies to solution from 3 to 2.
      Read full review

      Screenshots

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