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

Five9

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Top Rated
86 Ratings
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Score 7.7 out of 100

Talkdesk

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Top Rated
538 Ratings
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Score 8.7 out of 100

Feature Set Ratings

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

Contact Center Software

8.0

Five9

80%
8.6

Talkdesk

86%
Talkdesk ranks higher in 12/13 features

Agent dashboard

8.2
82%
11 Ratings
8.6
86%
389 Ratings

Validate callers

8.3
83%
11 Ratings
8.4
84%
344 Ratings

Outbound response

7.9
79%
11 Ratings
8.6
86%
358 Ratings

Call forwarding

8.3
83%
8 Ratings
8.7
87%
346 Ratings

Click-to-call (CTC)

8.1
81%
10 Ratings
8.7
87%
323 Ratings

Warm transfer

8.0
80%
10 Ratings
9.0
90%
367 Ratings

Predictive dialing

8.5
85%
9 Ratings
8.3
83%
180 Ratings

Interactive voice response

8.1
81%
9 Ratings
9.1
91%
250 Ratings

REST APIs

8.0
80%
7 Ratings
8.1
81%
205 Ratings

Call scripts

7.3
73%
9 Ratings
8.6
86%
176 Ratings

Call tracking

7.4
74%
12 Ratings
8.7
87%
360 Ratings

Multichannel integration

7.9
79%
10 Ratings
8.6
86%
264 Ratings

CRM software integration

8.0
80%
10 Ratings
8.5
85%
317 Ratings

Workforce Optimization (WFO)

7.6

Five9

76%
8.8

Talkdesk

88%
Talkdesk ranks higher in 9/9 features

Inbound call routing

8.0
80%
9 Ratings
8.9
89%
356 Ratings

Omnichannel inbound routing

8.3
83%
7 Ratings
8.7
87%
254 Ratings

Recording

6.8
68%
11 Ratings
9.3
93%
380 Ratings

Quality management

7.6
76%
20 Ratings
8.9
89%
344 Ratings

Call analytics

7.5
75%
12 Ratings
8.6
86%
355 Ratings

Historical reporting

7.0
70%
11 Ratings
8.7
87%
359 Ratings

Live reporting

8.3
83%
10 Ratings
8.9
89%
355 Ratings

Customer interaction analytics

7.7
77%
10 Ratings
8.6
86%
222 Ratings

Customer surveys

N/A
0 Ratings
8.6
86%
194 Ratings

Attribute Ratings

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

Likelihood to Recommend

7.9

Five9

79%
36 Ratings
8.8

Talkdesk

88%
419 Ratings

Likelihood to Renew

Five9

N/A
0 Ratings
8.4

Talkdesk

84%
17 Ratings

Usability

Five9

N/A
0 Ratings
8.9

Talkdesk

89%
228 Ratings

Availability

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Performance

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Support Rating

8.2

Five9

82%
12 Ratings
8.0

Talkdesk

80%
188 Ratings

In-Person Training

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Online Training

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Implementation Rating

Five9

N/A
0 Ratings
8.6

Talkdesk

86%
190 Ratings

Configurability

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Product Scalability

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
2 Ratings

Vendor post-sale

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

Vendor pre-sale

Five9

N/A
0 Ratings
10.0

Talkdesk

100%
1 Rating

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

Talkdesk

Talkdesk is very well suited for teams that are working from home. It is easier to log in wherever you are, still be reached by your customers, and have your colleagues available for consultation or blind transfers in one click. It is also well suited for companies that have clients who speak different languages. Using the call flow, we are able to direct calls in specific languages to the agents that are fluent in it, saving us a lot of time with unnecessary consultations or blind transfers.
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

Talkdesk

  • Address internal issues quickly and solves any IT problems that arise in an efficient fashion
  • Allows our large company to stay connected, and easily reach anyone in the company
  • Allows our customers to have a quick and successful call experience by being routed to the correct agent
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

Talkdesk

  • Studio Builder - Can get messy really fast when building.. I'd love a more free-flow setup. Think something like LucidChart where it's all drag and drop. When I'd finish building our trees, it was VERY hard to show our executives because of how chaotic all the lines looked
  • I'd love to see some additional integration flexibility, aside from Salesforce. We use Help Scout and the inability of "splitting" created interactions from TD to HS creates a challenge with having a CS team and Sales Team. We have to have all inbound calls go through CS and all outbound go through Sales. Then it's just workflow / transfer city
  • Creating an API that would refresh the Callbar / browser window would be nice to avoid things timing out if we don't have calls going in/out in 1-2 hours. What will happen is that our status will read "Available" but when a call comes in, it'll push to VM until we go and logout / in to refresh the system
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

Talkdesk

Starting Price

$0

Editions & Modules

Talkdesk editions and modules pricing
EditionModules
Professional651
Professional +Contact sales team2
EnterpriseContact sales team3

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

Likelihood to Renew

Five9

No answers on this topic

Talkdesk

It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
Read full review

Usability

Five9

No answers on this topic

Talkdesk

Talkdesk is seamless. Very easy to use and self-explanatory. Once shown how to navigate the web app and caliber, there is no need for a review of the information. I was a part of the initial purchase decision for Talkdesk and its usability was one of the main reasons for our purchase.
Read full review

Reliability and Availability

Five9

No answers on this topic

Talkdesk

Nothing so far , no issues which is very good, first time in this business i have seen something like this.
Read full review

Performance

Five9

No answers on this topic

Talkdesk

We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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

Talkdesk

If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Read full review

In-Person Training

Five9

No answers on this topic

Talkdesk

I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review

Online Training

Five9

No answers on this topic

Talkdesk

Easy to use, digestable bits of information
Read full review

Implementation Rating

Five9

No answers on this topic

Talkdesk

The implementation was rather seamless. Our architect was competent and was able to guide us through the necessary critical questions to ensure our implementation aligned with the business needs. The turnaround time was rather fast. While our initial ask and setup were not complex, we were using the platform in under 3 weeks from the time we engaged the implementation services. As we have expanded our feature usage, we have had very similar experiences.
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

Talkdesk

I didn't select Talkdesk, the company did, I had no choice but to embrace it, I think Five9 is somewhat better because it is 100% web-based and it is really simple to manipulate agent groups, and data exports. TD can improve on that, Team Leader licenses are very limited.
Read full review

Scalability

Five9

No answers on this topic

Talkdesk

We have grown from 5 licenses to over 100 in two years, on our way to 200 this year
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

Talkdesk

  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
Read full review

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