Five9 vs. Zapier

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
Zapier
Score 8.8 out of 10
N/A
The Zapier Automation Platform designed to integrate data between web apps. It is scaled for small to mid-sized businesses, with a functional but limited free version of the program.
$29.99
per month 750 tasks per month
Pricing
Five9Zapier
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
Starter
$29.99
per month 750 tasks per month
Professional
$73.50
per month 2k tasks per month
Team
$103.50
per month 2k tasks per month
Company
Contact Sales
Offerings
Pricing Offerings
Five9Zapier
Free Trial
NoNo
Free/Freemium Version
NoYes
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 pricing33% discount for annual pricing.
More Pricing Information
Features
Five9Zapier
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Five9
9.0
12 Ratings
8% above category average
Zapier
-
Ratings
Agent dashboard9.312 Ratings00 Ratings
Validate callers9.212 Ratings00 Ratings
Outbound response9.211 Ratings00 Ratings
Call forwarding9.49 Ratings00 Ratings
Click-to-call (CTC)9.110 Ratings00 Ratings
Warm transfer9.410 Ratings00 Ratings
Predictive dialing9.510 Ratings00 Ratings
Interactive voice response9.29 Ratings00 Ratings
REST APIs9.47 Ratings00 Ratings
Call scripts6.710 Ratings00 Ratings
Call tracking9.212 Ratings00 Ratings
Multichannel integration8.611 Ratings00 Ratings
CRM software integration9.211 Ratings00 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
Zapier
-
Ratings
Inbound call routing9.310 Ratings00 Ratings
Omnichannel inbound routing9.58 Ratings00 Ratings
Recording8.411 Ratings00 Ratings
Quality management7.221 Ratings00 Ratings
Call analytics8.912 Ratings00 Ratings
Historical reporting7.812 Ratings00 Ratings
Live reporting8.810 Ratings00 Ratings
Customer interaction analytics8.310 Ratings00 Ratings
Cloud Data Integration
Comparison of Cloud Data Integration features of Product A and Product B
Five9
-
Ratings
Zapier
7.3
101 Ratings
11% below category average
Pre-built connectors00 Ratings6.698 Ratings
Connector modification00 Ratings7.086 Ratings
Support for real-time and batch integration00 Ratings9.186 Ratings
Data quality services00 Ratings7.066 Ratings
Data security features00 Ratings7.665 Ratings
Monitoring console00 Ratings6.474 Ratings
Best Alternatives
Five9Zapier
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Make
Make
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
UiPath Integration Service
UiPath Integration Service
Score 5.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Integration Suite
SAP Integration Suite
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Five9Zapier
Likelihood to Recommend
8.4
(36 ratings)
4.1
(106 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
-
(0 ratings)
10.0
(5 ratings)
Support Rating
8.0
(8 ratings)
1.0
(10 ratings)
User Testimonials
Five9Zapier
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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Zapier
Zapier is perfect for simple integrations and setting up generally low-volume accounts that require very little configuration and maintenance. For a distributed structure where a client/outside party is responsible for billing, it’s easy to create an account, put them on a low-cost plan, configure a simple integration and teach them how to alter the setup. Its webhook-based setup is perfect for many simple use cases and there’s no reason to use a more complex or expensive solution.
However, if you have integrations that are increasingly complex (involve parsing, multiple non-linear steps, the integration of non-native APIs), significant in overall volume/data or require additional features (time delays for API limits), Zapier likely isn’t your best choice. Other integration platforms offer higher levels of customization and capability, though they’re typically significantly more complex and expensive.
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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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Zapier
  • Ease of use - multiple people in the organization can set up and run Zaps per their specific use cases without much training.
  • Connectivity - Zapier is able to connect to multiple applications we use on a regular basis.
  • Functionality - Zapier provides embedded functionality within the app itself (email, data conversion), but also appropriate triggers and actions for apps it connects to.
  • Versatile - Zapier can execute complicated and simple tasks and thus has many use cases.
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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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Zapier
  • Being able to turn off one leg of a Zap without having to delete it or turn the whole Zap off
  • Not all fields populate when using certain aspects of Salesforce, but that could be an SF issue
  • Communication when support is actually needed basically doesn't happen
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Likelihood to Renew
Five9
No answers on this topic
Zapier
Zapier is now very much an integral part of our business and we could not operate without it!
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Usability
Five9
No answers on this topic
Zapier
Zapier is very user-friendly. They walk you through each step of the zap-building process in an orderly and easy to understand way. Each step of the zap is tested before moving onto the next step. For simple zaps, you can have them up and running within minutes. For more complicated zaps, it may take some experimentation, but Zapier is there to help you troubleshoot.
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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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Zapier
Before we purchased Zapier, I contacted support and asked them if Zapier could support my intended workflow (this is actually a selection on their support form - awesome). Within 2 hours, I was contacted by a support team member who seemed sure it would work, but granted me premium access for 2 weeks to try it out for myself. Sure enough, it did! Ever since then, support has replied rapidly to any problems I have experienced and answered my questions within a few sentences.
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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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Zapier
  • Zapier is a much more mature platform with much more software that you can integrate into and they add to their portfolio every month
  • Zapier has more functions for each software they connect
  • Zapier has their own services that are very useful
  • They have so many existing work flows that you can easily add
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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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Zapier
  • It saves us hours of time every week being able to connect services automatically.
  • It enables automations to happen that would not otherwise be possible at all.
  • It allows us to choose other software for specific purposes without the limitations of only the built-in connectivity.
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ScreenShots

Five9 Screenshots

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