Five9 vs. Salesforce Experience Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 7.9 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
Salesforce Experience Cloud
Score 8.5 out of 10
N/A
Salesforce Marketing Cloud Engagement (formerly Salesforce Experience Cloud or Salesforce Community Cloud) is an online forum powered by Salesforce that enables businesses to connect with their employees, customers, partner organizations, and prospects. Designed to help facilitate communication and information sharing, customers can ask questions and request help, administrators can integrate data from third-party apps, and employees can collaborate across projects and…N/A
Pricing
Five9Salesforce Experience Cloud
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
Five9Salesforce Experience Cloud
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
Five9Salesforce Experience Cloud
Considered Both Products
Five9
Chose Five9
Better than the old ShoreTel Director we had prior to deploying Five9. But could be better!
Salesforce Experience Cloud

No answer on this topic

Top Pros
Top Cons
Features
Five9Salesforce Experience Cloud
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.5
14 Ratings
2% above category average
Salesforce Experience Cloud
-
Ratings
Agent dashboard8.314 Ratings00 Ratings
Validate callers7.913 Ratings00 Ratings
Outbound response8.312 Ratings00 Ratings
Call forwarding8.910 Ratings00 Ratings
Click-to-call (CTC)9.410 Ratings00 Ratings
Warm transfer8.612 Ratings00 Ratings
Predictive dialing9.811 Ratings00 Ratings
Interactive voice response9.710 Ratings00 Ratings
REST APIs8.69 Ratings00 Ratings
Call scripts6.011 Ratings00 Ratings
Call tracking8.914 Ratings00 Ratings
Multichannel integration7.413 Ratings00 Ratings
CRM software integration8.913 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.6
23 Ratings
4% above category average
Salesforce Experience Cloud
-
Ratings
Inbound call routing8.912 Ratings00 Ratings
Omnichannel inbound routing7.710 Ratings00 Ratings
Recording8.913 Ratings00 Ratings
Quality management7.723 Ratings00 Ratings
Call analytics9.613 Ratings00 Ratings
Historical reporting8.414 Ratings00 Ratings
Live reporting8.312 Ratings00 Ratings
Customer interaction analytics9.211 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Five9
-
Ratings
Salesforce Experience Cloud
10.0
1 Ratings
22% above category average
Role-based user permissions00 Ratings10.01 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Five9
-
Ratings
Salesforce Experience Cloud
10.0
1 Ratings
21% above category average
API00 Ratings10.01 Ratings
Internationalization / multi-language00 Ratings10.01 Ratings
Web Content Creation
Comparison of Web Content Creation features of Product A and Product B
Five9
-
Ratings
Salesforce Experience Cloud
9.3
1 Ratings
21% above category average
WYSIWYG editor00 Ratings8.01 Ratings
Code quality / cleanliness00 Ratings10.01 Ratings
Admin section00 Ratings10.01 Ratings
Page templates00 Ratings10.01 Ratings
Library of website themes00 Ratings8.01 Ratings
Mobile optimization / responsive design00 Ratings10.01 Ratings
Publishing workflow00 Ratings10.01 Ratings
Form generator00 Ratings8.01 Ratings
Web Content Management
Comparison of Web Content Management features of Product A and Product B
Five9
-
Ratings
Salesforce Experience Cloud
8.6
1 Ratings
20% above category average
Content taxonomy00 Ratings9.01 Ratings
SEO support00 Ratings8.01 Ratings
Bulk management00 Ratings8.01 Ratings
Availability / breadth of extensions00 Ratings8.01 Ratings
Community / comment management00 Ratings10.01 Ratings
Results and Analysis
Comparison of Results and Analysis features of Product A and Product B
Five9
-
Ratings
Salesforce Experience Cloud
8.0
1 Ratings
10% below category average
Conversion tracking00 Ratings8.01 Ratings
Test reporting00 Ratings8.01 Ratings
Funnel Analysis00 Ratings8.01 Ratings
User Segmentation00 Ratings8.01 Ratings
Digital Experience Platform
Comparison of Digital Experience Platform features of Product A and Product B
Five9
-
Ratings
Salesforce Experience Cloud
10.0
1 Ratings
8% above category average
Campaign management00 Ratings10.01 Ratings
Cloud enablement00 Ratings10.01 Ratings
Content aggregation00 Ratings10.01 Ratings
Content classification00 Ratings10.01 Ratings
Multi-channel content personalization00 Ratings10.01 Ratings
Customer data analytics00 Ratings10.01 Ratings
DXP Third-Party Integrations00 Ratings10.01 Ratings
Multi-website management00 Ratings10.01 Ratings
Digital asset management00 Ratings10.01 Ratings
Editorial workflows and task management00 Ratings10.01 Ratings
Best Alternatives
Five9Salesforce Experience Cloud
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Kentico Xperience
Kentico Xperience
Score 6.4 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Tridion
Tridion
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Tridion
Tridion
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9Salesforce Experience Cloud
Likelihood to Recommend
7.3
(38 ratings)
10.0
(52 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
9.4
(4 ratings)
Availability
9.0
(1 ratings)
-
(0 ratings)
Performance
8.0
(1 ratings)
9.1
(5 ratings)
Support Rating
9.0
(9 ratings)
7.7
(17 ratings)
Online Training
10.0
(1 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
Configurability
9.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
9.4
(4 ratings)
Product Scalability
9.0
(1 ratings)
-
(0 ratings)
Professional Services
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Five9Salesforce Experience Cloud
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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Salesforce
Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.
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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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Salesforce
  • Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
  • Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required
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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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Salesforce
  • The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
  • Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)
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Likelihood to Renew
Five9
Robust product, great reliability and support.
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Salesforce
No answers on this topic
Usability
Five9
UI is very user friendly and intuitive. Updates are implemented immediately.
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Salesforce
Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it
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Reliability and Availability
Five9
We have had minimal downtime due to system outages since it was implemented.
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Salesforce
No answers on this topic
Performance
Five9
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
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Salesforce
It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.
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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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Salesforce
We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.
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Online Training
Five9
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
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Salesforce
No answers on this topic
Implementation Rating
Five9
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
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Salesforce
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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Salesforce
I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.
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Contract Terms and Pricing Model
Five9
We do annual renewals and it's concurrent licensing which is great.
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Salesforce
No answers on this topic
Scalability
Five9
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
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Salesforce
No answers on this topic
Professional Services
Five9
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
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Salesforce
No answers on this topic
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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Salesforce
  • Improved online admission application completion rates from mid-60%s to mid-80%s.
  • Positive user experience from start-to-finish to leverage one data system for all prospective student data
  • Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data
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ScreenShots

Five9 Screenshots

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