What users are saying about
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Top Rated
86 Ratings
Top Rated
71 Ratings

Five9

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Top Rated
86 Ratings
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Score 7.7 out of 100
Top Rated
71 Ratings
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Score 7.4 out of 100

Feature Set Ratings

    Contact Center Software

    8.0

    Five9

    80%

    SAP Conversational AI

    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

    7.4
    74%
    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%

    SAP Conversational AI

    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: Likelihood to Recommend
    • SAP Conversational AI is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    7.9

    Five9

    79%
    36 Ratings
    7.6

    SAP Conversational AI

    76%
    38 Ratings

    Usability

    Five9

    N/A
    0 Ratings
    7.7

    SAP Conversational AI

    77%
    2 Ratings

    Availability

    Five9

    N/A
    0 Ratings
    8.2

    SAP Conversational AI

    82%
    2 Ratings

    Performance

    Five9

    N/A
    0 Ratings
    8.2

    SAP Conversational AI

    82%
    2 Ratings

    Support Rating

    8.2

    Five9

    82%
    12 Ratings
    8.4

    SAP Conversational AI

    84%
    63 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

    SAP

    It would be most suitable to help you attain swift conversation flows as you engage with your audiences. The bots are also of indispensable value in handling repetitive tasks around the firm such as automated HR resourcing expeditions or marketing campaigns or any other important but monotonous tasks. I however admit that analyzing the bot's performance is quite complex, have an RPA specialist around.
    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

    SAP

    • SAP has helped me manage my teams cost in material management.
    • SAP Conversational AI has provided with the goal of developing bot analytics to respond to common user face issues when reporting troubleshooting issues with software equipment as well as technical equipment.
    • Has helped deploy new bots to increase response time to employees who require assistance with ordering equipment software as well as application development in software ordering.
    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

    SAP

    • SAP can certainly provide better and more clear documentation on how to customize and deploy the chatbot/use SAP Conversational AI.
    • There is lot less developer community around SAP Conversational AI so it is hard to get help from outside developers and experts on best practices, hacks and existing applications/integrations.
    • It is hard to use SAP Conversational AI outside SAP S/4HANA Cloud, for example on AWS or GCP or in a multi cloud environment.
    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

    SAP Conversational AI

    Starting Price

    Editions & Modules

    SAP Conversational AI 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

      Usability

      Five9

      No answers on this topic

      SAP

      Chatbots have already acquired most of the market and are still trending with the needs of changing market everyday. It will keep evolving with AI and NLP more to offer for improvements. SAP CAI is a good product to add to an enterprise using SAP ERP Suite
      Read full review

      Reliability and Availability

      Five9

      No answers on this topic

      SAP

      Never had an issue. SAP CAI shares the same platform as any other product hosted on SAP Cloud Platform (aka BTP) and depends on your hosting (US, Europe, Asia). Maintenance modes are planned and customers are aware of it well in advance in order to mitigate potential impacts on the service offering.
      Read full review

      Performance

      Five9

      No answers on this topic

      SAP

      It's a pure SaaS platform hosted on SAP Cloud Platform (aka BTP). The experience is pretty much seamless with minimum loadings or noticeable lags. The hosting depends on your location so you may want to make sure the instance is available on a server close to you, such as the USA, Europe or Asia.
      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

      SAP

      Great support from the people of SAP Conversational AI as of the community. Sometimes it takes a little while for folks of the SAP Conversational AI team to answer but this has mostly to do with the overload of questions and users the product has. The gold-support channel within Slack that SAP Conversational AI has, is a great help to distinguish more professional usage and therefore more urgent questions.
      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

      SAP

      The platforms have similarities in terms of making the organization more data-driven. However, the use cases are different. SAP Analytics Cloud is used for reporting, deploying dashboards, and scheduling timely delivery of reporting and analytics. SAP Conversational AI is a more front-end product that end users can directly use to navigate the web application better. Both have strengths in their respective areas. Conversational AI is more recent and cutting edge.
      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

      SAP

      • The impact has been very positive for our business objectives. Through the chatbot, our clients can have an immediate response to any of their requests without the need of an intervention of a person or without the use of the telephone or email. Customer satisfaction has been much higher.
      Read full review

      Screenshots

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