Five9 vs. Vonage Contact Center for Salesforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Five9
Score 8.2 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
Vonage Contact Center for Salesforce
Score 7.7 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
Five9Vonage Contact Center for Salesforce
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
Essentials
Contact sales team
Contact sales team
Select
Contact sales team
Contact sales team
Express
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Offerings
Pricing Offerings
Five9Vonage Contact Center for Salesforce
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
Five9Vonage Contact Center for Salesforce
Top Pros
Top Cons
Features
Five9Vonage Contact Center for Salesforce
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
9.0
12 Ratings
8% above category average
Vonage Contact Center for Salesforce
6.0
4 Ratings
33% below category average
Agent dashboard9.312 Ratings3.02 Ratings
Validate callers9.112 Ratings8.03 Ratings
Outbound response9.111 Ratings3.02 Ratings
Call forwarding9.49 Ratings3.13 Ratings
Click-to-call (CTC)9.110 Ratings7.04 Ratings
Warm transfer9.410 Ratings5.14 Ratings
Predictive dialing9.510 Ratings9.01 Ratings
Interactive voice response9.19 Ratings5.03 Ratings
REST APIs9.47 Ratings8.02 Ratings
Call scripts6.710 Ratings8.01 Ratings
Call tracking9.212 Ratings2.03 Ratings
Multichannel integration8.611 Ratings10.01 Ratings
CRM software integration9.211 Ratings7.04 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Five9
8.5
21 Ratings
3% above category average
Vonage Contact Center for Salesforce
6.5
4 Ratings
24% below category average
Inbound call routing9.310 Ratings7.03 Ratings
Omnichannel inbound routing9.58 Ratings10.02 Ratings
Recording8.311 Ratings4.14 Ratings
Quality management7.221 Ratings5.13 Ratings
Call analytics8.812 Ratings4.13 Ratings
Historical reporting7.812 Ratings4.14 Ratings
Live reporting8.810 Ratings4.14 Ratings
Customer interaction analytics8.310 Ratings10.02 Ratings
Customer surveys00 Ratings10.02 Ratings
Best Alternatives
Five9Vonage Contact Center for Salesforce
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
Five9Vonage Contact Center for Salesforce
Likelihood to Recommend
8.4
(36 ratings)
2.1
(6 ratings)
Support Rating
8.0
(8 ratings)
10.0
(1 ratings)
User Testimonials
Five9Vonage Contact Center for Salesforce
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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Vonage
If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
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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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Vonage
  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
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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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Vonage
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
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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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Vonage
I have personally not used their support, but I hear from our admin that it is good.
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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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Vonage
Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
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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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Vonage
  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
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ScreenShots

Five9 Screenshots

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