What users are saying about
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Top Rated
84 Ratings
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Top Rated
841 Ratings

Five9

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Top Rated
84 Ratings
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Score 7.7 out of 100

Zendesk Support Suite

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Top Rated
841 Ratings
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Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    8.0

    Five9

    80%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Five9 ranks higher in 13/13 features

    Agent dashboard

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Validate callers

    8.3
    83%
    11 Ratings
    N/A
    0 Ratings

    Outbound response

    7.9
    79%
    11 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.3
    83%
    8 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.1
    81%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.0
    80%
    10 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.5
    85%
    9 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.1
    81%
    9 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    7 Ratings
    N/A
    0 Ratings

    Call scripts

    7.3
    73%
    9 Ratings
    N/A
    0 Ratings

    Call tracking

    7.5
    75%
    12 Ratings
    N/A
    0 Ratings

    Multichannel integration

    7.9
    79%
    10 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.0
    80%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    7.6

    Five9

    76%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Five9 ranks higher in 8/8 features

    Inbound call routing

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.3
    83%
    7 Ratings
    N/A
    0 Ratings

    Recording

    6.8
    68%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    7.6
    76%
    20 Ratings
    N/A
    0 Ratings

    Call analytics

    7.5
    75%
    12 Ratings
    N/A
    0 Ratings

    Historical reporting

    7.0
    70%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    8.3
    83%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    7.7
    77%
    10 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Five9

    Feature Set Not Supported
    N/A
    6.9

    Zendesk Support Suite

    69%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.2
    72%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    6.0
    60%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.0
    60%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.5
    65%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.1
    81%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.8
    78%
    88 Ratings

    Self Help Community

    Five9

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.8
    68%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.6
    66%
    70 Ratings

    Multi-Channel Help

    Five9

    Feature Set Not Supported
    N/A
    6.6

    Zendesk Support Suite

    66%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.8
    68%
    69 Ratings

    IVR

    N/A
    0 Ratings
    5.1
    51%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.6
    66%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.5
    75%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.0
    70%
    64 Ratings

    Attribute Ratings

    • Five9 is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    7.9

    Five9

    79%
    36 Ratings
    7.1

    Zendesk Support Suite

    71%
    127 Ratings

    Likelihood to Renew

    Five9

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    Five9

    N/A
    0 Ratings
    9.8

    Zendesk Support Suite

    98%
    19 Ratings

    Availability

    Five9

    N/A
    0 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    Five9

    N/A
    0 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    8.2

    Five9

    82%
    12 Ratings
    7.8

    Zendesk Support Suite

    78%
    49 Ratings

    In-Person Training

    Five9

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Five9

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    Five9

    N/A
    0 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    Five9

    N/A
    0 Ratings
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    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.
    Read full review

    Zendesk

    Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
    Read full review

    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.
    Read full review

    Zendesk

    • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
    • Zendesk makes it easy for users to indicate if they are available to respond or not.
    • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
    Read full review

    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.
    Read full review

    Zendesk

    • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
    • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
    • Set a timer for tickets to reopen on a more individual ticket basis.
    Read full review

    Pricing Details

    Five9

    Starting Price

    $0 Contact sales team

    Editions & Modules

    Five9 editions and modules pricing
    EditionModules
    CoreContact sales team1
    PremiumContact sales team2
    OptimumContact sales team3
    UltimateContact sales team4

    Footnotes

    1. Contact sales team
    2. Contact sales team
    3. Contact sales team
    4. Contact sales team

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    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

    Zendesk Support Suite

    Starting Price

    $19 per agent/month billed annually

    Editions & Modules

    Zendesk Support Suite editions and modules pricing
    EditionModules
    Suite Team$49.001
    Suite Growth$79.002
    Suite Professional$99.003
    Suite Enterprise$150.004
    Additional Enterprise-Ready Plans, starting at...$215.005
    Support Team (Foundational Support Only)$19.006

    Footnotes

    1. per agent/month billed annually
    2. per agent/month billed annually
    3. per agent/month billed annually
    4. per agent/month billed annually
    5. per agent/month billed annually
    6. per agent/month billed annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Likelihood to Renew

    Five9

    No answers on this topic

    Zendesk

    There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
    Read full review

    Usability

    Five9

    No answers on this topic

    Zendesk

    As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
    Read full review

    Reliability and Availability

    Five9

    No answers on this topic

    Zendesk

    In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
    Read full review

    Performance

    Five9

    No answers on this topic

    Zendesk

    There has been minor performance degradation on a very few days out of the two years I have been using the product.
    Read full review

    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.
    Read full review

    Zendesk

    Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
    Read full review

    Online Training

    Five9

    No answers on this topic

    Zendesk

    Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
    Read full review

    Implementation Rating

    Five9

    No answers on this topic

    Zendesk

    I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

    The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
    Read full review

    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
    Read full review

    Zendesk

    I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
    Read full review

    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.
    Read full review

    Zendesk

    • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
    • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
    • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
    Read full review

    Screenshots

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