Five9 vs. VanillaSoft

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 8.0 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
VanillaSoft
Score 9.1 out of 10
Small Businesses (1-50 employees)
VanillaSoft is a solution for managing inside sales and lead management processes. The vendor says typical CRM software requires manual intervention and decision making by salespeople before they ever pick up the phone or send an email. In comparison, the vendor says VanillaSoft facilitates faster, more productive sales conversations. The vendor’s value proposition is that data-driven workflows and automated functionality let salespeople focus on selling -- not operating software.…N/A
Pricing
Five9VanillaSoft
Editions & Modules
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Five9VanillaSoft
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
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 pricingVanillaSoft offers several add-ons to use in conjunction with our base platforms including: Auto Dialing Call Recording VoIP SmartCaller ID SMS
More Pricing Information
Features
Five9VanillaSoft
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
8.5
14 Ratings
2% above category average
VanillaSoft
-
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)9.310 Ratings00 Ratings
Warm transfer8.612 Ratings00 Ratings
Predictive dialing9.811 Ratings00 Ratings
Interactive voice response9.610 Ratings00 Ratings
REST APIs8.69 Ratings00 Ratings
Call scripts6.011 Ratings00 Ratings
Call tracking8.914 Ratings00 Ratings
Multichannel integration7.413 Ratings00 Ratings
CRM software integration8.813 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.5
23 Ratings
3% above category average
VanillaSoft
-
Ratings
Inbound call routing8.912 Ratings00 Ratings
Omnichannel inbound routing7.710 Ratings00 Ratings
Recording8.813 Ratings00 Ratings
Quality management7.723 Ratings00 Ratings
Call analytics9.413 Ratings00 Ratings
Historical reporting8.314 Ratings00 Ratings
Live reporting8.312 Ratings00 Ratings
Customer interaction analytics9.111 Ratings00 Ratings
Best Alternatives
Five9VanillaSoft
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Mixmax
Mixmax
Score 8.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Groove, a Clari company
Groove, a Clari company
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9VanillaSoft
Likelihood to Recommend
7.3
(38 ratings)
8.3
(88 ratings)
Likelihood to Renew
10.0
(1 ratings)
9.0
(3 ratings)
Usability
9.0
(1 ratings)
9.0
(3 ratings)
Availability
9.0
(1 ratings)
9.0
(2 ratings)
Performance
8.0
(1 ratings)
9.0
(2 ratings)
Support Rating
9.0
(9 ratings)
8.9
(3 ratings)
In-Person Training
-
(0 ratings)
9.0
(2 ratings)
Online Training
10.0
(1 ratings)
9.0
(1 ratings)
Implementation Rating
10.0
(1 ratings)
9.0
(3 ratings)
Configurability
9.0
(1 ratings)
9.0
(1 ratings)
Contract Terms and Pricing Model
8.0
(1 ratings)
-
(0 ratings)
Ease of integration
9.0
(1 ratings)
9.0
(1 ratings)
Product Scalability
9.0
(1 ratings)
9.0
(2 ratings)
Professional Services
9.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
9.0
(2 ratings)
Vendor pre-sale
8.0
(1 ratings)
9.0
(2 ratings)
User Testimonials
Five9VanillaSoft
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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VanillaSoft
VanillaSoft is well suited for any marketing operations or sales operations team looking for a tool to help them efficiently reach prospects and engage with them through a streamlined method. This can be a great way to manage that engagement, measure it, and keep track of various aspects of prospects.
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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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VanillaSoft
  • Our employees love it - very user friendly, easy to grasp, very little down time to learn it. They feel very confident immediately.
  • Great technical support - I can get solutions to customer problems that make our company look more responsive to our clients. Our clients appreciate our solving their problems immediately.
  • Because of the real time analytics - we can address immediate issues with marketing campaigns to make our client's personnel look great to their superiors.
  • Because of all the functionality - we can provide a turnkey approach from a small company with big company capabilities.
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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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VanillaSoft
  • It really needs an "undo" button. I can't tell you how many times I was typing notes etc and hit a wrong button and all was gone so I had to start over.
  • This may be the way we have it set up....we have term codes which are how the callers terminate a call they were on. They finish the call, then type notes in the notepad section of what happened, then they terminate the call. But there are times that I need to go onto a record and just leave a note but don't need to terminate it as anything. If there is a way to do that, it would make my life a lot easier.
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Likelihood to Renew
Five9
Robust product, great reliability and support.
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VanillaSoft
We have no reason not to renew. VanillaSoft has been the best CRM (for us) that we have ever used. The value is great, we love the system, and it's easy to get assistance from VanillaSoft team when needed. Our team is so used to the calling and admin functions there is no desire to change.
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Usability
Five9
UI is very user friendly and intuitive. Updates are implemented immediately.
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VanillaSoft
The entire system is set up so perfectly. It makes training callers much quicker, and admin tools are so easy to navigate when you get used to using it. Also, if there is ever something I cannot figure out, I can get support from VanillaSoft very quickly to resolve and get my task accomplished.
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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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VanillaSoft
It is very rare that we have system issues. Maybe a handful of times over the years, we had to contact support about being unable to access. It was always a quick response from the VanillaSoft team, and they would clearly explain the issue and usually give time frame on fixing, or have it fixed immediately.
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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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VanillaSoft
I work on all aspects for VanillaSoft for our company. The pages overall do load very quickly. Reports are amazing, I can get quick report, customized reports, and anything I may need to present to client in very little time. It has made my job so much simpler. As far as I know, integration goes smoothly as well.
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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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VanillaSoft
Response time was acceptable for the relatively few problems any of our users may have encountered. Fortunately, such occasions were rare.
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In-Person Training
Five9
No answers on this topic
VanillaSoft
It was very helpful and informative. The learning of the tool is something anyone can do, as the setup is so well thought out.
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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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VanillaSoft
It was very thorough. VanillaSoft team did not rush us. They explained the various functions clearly and were open to any and all questions we had as we began to learn the system. Also, once training completed, if we encountered anything we could not figure out, the support team was fantastic in helping us out.
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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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VanillaSoft
Our implementation was very easy.
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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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VanillaSoft
VanillaSoft stacks up against Microsoft Power BI very well by allowing the data visualization in a more effective way, Power BI has positioned itself as one of the more robust and intuitive tools for business intelligence and data presentation. VanillaSoft and Microsoft Power BI are a great bundle for the report and analytics team.
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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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VanillaSoft
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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VanillaSoft
VanillaSoft has been great. The flexibility of the system is wonderful. The scalable software options are impressive as well. I would strongly support VanillaSoft's capabilities in this area. You really can do just about anything to get the setup and or integrations you may desire for your company needs.
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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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VanillaSoft
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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VanillaSoft
  • Ability to contact more clients each day.
  • The ability to save my correspondence and notes on each interaction allowing for the appearance to the customer that I am very engaged when we are speaking.
  • Increased sales from the calendar setting and saving my notes.
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ScreenShots

Five9 Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

VanillaSoft Screenshots

Screenshot of The VanillaSoft Call Activity Dashboard makes it quick and easy to monitor your sales campaigns.Screenshot of Easily build your own reports using the VanillaSoft Web Reports Wizard.Screenshot of VanillaSoft offers the ability to arrange modules into four panels for access to almost everything in one screen.Screenshot of VanillaSoft caller screens can be displayed in three panels