42 Ratings
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Score 7.9 out of 100
53 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Five9
7.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Five9
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Five9
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Five9
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Five9
6.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Warm transfer
Five9
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Five9
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Call tracking
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3
Click-to-call (CTC)
Five9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Interactive voice response
Five9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Five9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Five9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0

Workforce Optimization (WFO)

Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Five9
9.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Live reporting
Five9
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Omnichannel inbound routing
Five9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer surveys
Five9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Five9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Pros

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | TrustRadius Reviewer

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.
Ariana Thompson | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • 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
Emily Sullivan | TrustRadius Reviewer

Support Rating

Five9

Five9 8.2
Based on 8 answers
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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Five9

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 through at all, it will be seen in Five9.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | TrustRadius Reviewer

Return on Investment

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Screenshots

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Pricing Details

Five9

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Five9
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Support Rating

Five9
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Add comparison