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.
$119
per month
Talkdesk
Score 8.1 out of 10
N/A
Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.
$85
per month per user
Pricing
Five9
Talkdesk
Editions & Modules
Core
$119
per month
Digital
$119
per month
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
Digital Essentials
$85
per month per user
Voice Essentials
$105
per month per user
Elite
$165
per month per user
Elite
$165
per month per user
Industry Experience Clouds
$225
per month per user
Offerings
Pricing Offerings
Five9
Talkdesk
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
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 also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.
As we have Salesforce for our agent's member support platform, Five9 has a very good integration with Salesforce compared to Talkdesk. With the iVR customization for our order placement and scripting for agents, we preferred Five9 over Talkdesk. Also, for our enrollments, …
Just tried to keep it simple. For this call center, I only need people to focus on making as many calls as possible. It is very streamlined and makes things basic for the reps without needing extensive training.
We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes …
Five9 has a much better integration with salesforce and allows contact center agents to be separate from back office staff that do not use the Five9 phone. Five9 allows us to route digital activity such as emails and texts just like we route calls. Five9 also had a …
With Avaya Call Center Elite - Muti Channel is was competitor to Five9 which tried to push their on-prem omni channel approach. The reason it coudl not compete against Five9 was because it was not cloud based, was not flexible and added addional channels as an add on the CC …
Five9 has a great learning curve, whether you're an admin, agent, or supervisor. Each role can be easily learned and mastered. Cost was a major factor back when Five9 was the only stable and reliable contact center solution. But now they tend to be overpriced compared to Genesys …
Five9 has way better features than RingCentral - Five9 has way better features including the Call script, software integration, and ability to manage outbound campaigns while RingCentral doesn't allow these features
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.
We started evaluating Zendesk Talk when Five9 lost integration with Zendesk, as we use Zendesk as our primary CS database and issue tracker. However, Five9 offers better ROI than Zendesk Talk given we require unlimited minutes for our requirements, thus we continue with our …
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 …
We felt that Five9 was superior to Genesys PureCloud because of Five9's ability to better manage outbound dialing campaigns. Genesys PureCloud required automation rules to reset/refresh the list position which meant that it was impossible to keep up with our aggressive dialing …
Five9 has some of the same features as competitors but offers other features that help users better complete their tasks. This could be tasks such as putting calls on hold, logging calls and reports, and multitasking on the system platform. Overall, Five9 feels very easy to use …
We started with InContact and were very disappointed that you could not make changes without incurring costs for each program or project. Five9 allows us to adjust to any new clients needs without incurring costs.
I've used RingCentral, LiveOps, and Sendbloom Contact in my sales career so far.
Five9 is more sophisticated and offers more customizable features than all the above products. Only RingCentral and Five9 have texting ability, but neither solution is perfect at threading …
I would use Five9 verses another application because it is user friendly. You can add users and manage them as your business grows, and have your stats easily accessible. The ability to use it remotely is a huge factor as well.
Five9 blows Serenova out of the water. Serenova is an immature platform compared to Five9. Five9 provides many features that Serenova does not and is a much more stable platform, which is absolutely critical in our 24/7/365 environment.
When we chose Five9, it was largely due to the research of features and functionality, plus hearing good things about it from other contact centers in our area. One huge edge that Five9 has compared with other dialers...is that you don't pay per minute of talk time (unless it's …
Talkdesk stacks up much better against Five9 as this vendor is more of an al la cart menu and you don't see a cost savings. Also, some the features that we are using within Talkdesk today, Five9 does not have those things, and I can see why they are just more a telecom for …
Talkdesk is a much easier system to utilize and to train on from an agent perspective. Additionally, Talkdesk has far more features than Cisco Finesse, like WFM, caller identification, sentiment, real time call transcriptions, and so much more. Where Cisco Finesse as more of …
I'm honestly not really sure about the others, but we did view Dialpad, and that was a lot like Slack in terms of the UI. I do like that Talkdesk is more unique looking, and that it has different "apps" within the app itself. We tailor it depending on the roles the agents have.
Talkdesk is more expensive per license than Daktela's offering. However there are more advanced AI functions with Talkdesk compared to Daktela. I think Daktela's portal is more user friendly than Talkdesk. However Talkdesk offers an Academy and Ceritfications which Daktela does …
Talkdesk has a lot of competitors, but it really stands out because of its strong features. Talkdesk is modern and was chosen for its ability to meet specific business needs. Talkdesk was selected for its balance of powerful features, such as robust integration and evolving …
Talkdesk records your calls for you, and you can listen to them right after the call, if there's information you want to verify. You can get your QA markings/scores right on Talkdesk, and it has a direct link to the dashboard or Zendesk of the call that was marked. Softphone …
Talkdesk is the most used, as we are a voice company, which means we have to have inbound and outbound calls throughout the day. We find tickets on Zendesk, send chasers, and call the seller on Talkdesk. Calabrio allows us to see daily break schedules and a monthly off-day …
Slack helps in making conversations with people within the business, and Zendesk works hand in hand with Talkdesk in terms of providing tickets for the seller's information, like phone number, and then we dial them out using Talkdesk. Calabro helps keep track of our daily …
Talkdesk meets our needs well and struck the right balance between features and price. It had all the capabilities we are looking for and has been easy to integrate and maintain. Their tech stacks up well against competitors and we did not feel we we were missing out on any …
Talkdesk has been very easy to use, easy to get used to and to teach others how to use it without consuming much time, Talkdesk Can transfer call within the business making it more efficient assisting and resolving queries of our clients ,This has helped us also reduce average …
Talkdesk easily adapts to the evolving needs of sales and support teams and their end customers, agents receive and handle calls, texts, emails, or chats initiated by customers. Without a Talkdesk, you cannot perform the most simple, Talkdesk sends agents notifications …
Talkdesk easily adapts to the evolving needs of sales and support teams and their end customers, driving customer lifetime value and loyalty. Talkdest also supports tickets to chat with an agent for help; it has all the support needed for both agents and clients that we deal …
Other Talkdesk competitors offer better solutions for small-scale businesses as it doesn't contain advanced call management features that require extensive software training.
very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement. Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- salesforce automation.
Talkdesk does an excellent job with productivity reports. I can monitor my agent's lives during calls and their current status, allowing me to affect them productively at that moment. I can also download a productivity report on Talkdesk to analyze historical data and see patterns and problems.
The service is so good and they give very efficient support in customer need.
The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.
Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.
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
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
I wish it was a 10. For the sake of a call center, it allows me to keep it simple for newer sales reps and just focus on basic KPI's. This is not an advanced CRM used for digital approaches. It is strictly a churn and burn call center CRM for me. It is a dialer.
Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity. You can change your aux statuses very quickly, and there was an update talk desk that allows you to queue another status while you are on a call or after-call work, which is a great feature.
Talkdesk is very handy but, sometimes we do face issues were the system can just kick you out and not be able to do calls or receive calls but, what I like about the system once you start refreshing or troubleshooting, everything becomes normal it is a unique system and very modern we don't usually have system issues with Talkdesk.
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.
reports are good until a report is a big one in size then the wait is longer and some call reports delay by an hour or so which is not ideal as we pull these hourly and need them from Work force management perspective and Quality reports are perfectly fine
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.
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.
The training that was given to us was very smooth and professional. I give my trainer 10/ 10 rate the training was so smooth and very helpful she would make sure we also watch videos of how to use the system which made it very easier for us and what was interesting it is because, the system is also easy.
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.
Nothing is perfect!! Needing the ability to repeat the training so everyone was on board was important. Not real sure how many people had to repeat the training as they trained on their own and given 30 minutes at a time.
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.
The implementation and switch from our old software were unproblematic. We experience no issues with our IVR or transferring the number to carry our calls over. All of the information in Talkdesk is also easily synced with our current CRM and is accurate and up to date.
We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console. Although it's a tool that has helped us complete various tasks to contact our customers, it has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.
A good tool with an easy interface for new users.
They need a more minimalist look.
They need to improve the supervisor console because it's very basic.
New agents aren't receiving calls from previous agents because they don't reuse numbers.
The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.
Talkdesk is a much easier system to utilize and to train on from an agent perspective. Additionally, Talkdesk has far more features than Cisco Finesse, like WFM, caller identification, sentiment, real time call transcriptions, and so much more. Where Cisco Finesse as more of just a call system that allowed us to make and receive calls
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.
talk desk has helped us massively with flexibility of one system giving us all the relevant information we need to be able to drive improvement and also good service from work force management to quality improvement to the reporting of the work and inputs going in and assess outputs to determine the success of our work and remaining development areas
