What users are saying about
Top Rated
85 Ratings
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39 Ratings
Top Rated
85 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Zendesk Talk

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39 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

  • Zendesk Talk ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.0

Five9

80%
8.3

Zendesk Talk

83%
Zendesk Talk ranks higher in 8/13 features

Agent dashboard

8.2
82%
11 Ratings
7.8
78%
15 Ratings

Validate callers

8.3
83%
11 Ratings
8.0
80%
12 Ratings

Outbound response

8.2
82%
10 Ratings
8.6
86%
14 Ratings

Call forwarding

8.3
83%
8 Ratings
8.2
82%
14 Ratings

Click-to-call (CTC)

8.1
81%
9 Ratings
8.6
86%
14 Ratings

Warm transfer

8.2
82%
9 Ratings
7.9
79%
12 Ratings

Predictive dialing

8.5
85%
9 Ratings
8.0
80%
8 Ratings

Interactive voice response

8.1
81%
8 Ratings
8.6
86%
10 Ratings

REST APIs

7.7
77%
6 Ratings
8.1
81%
8 Ratings

Call scripts

7.3
73%
9 Ratings
8.6
86%
7 Ratings

Call tracking

7.9
79%
11 Ratings
8.1
81%
13 Ratings

Multichannel integration

7.9
79%
10 Ratings
8.4
84%
10 Ratings

CRM software integration

8.0
80%
10 Ratings
9.3
93%
10 Ratings

Workforce Optimization (WFO)

7.6

Five9

76%
8.4

Zendesk Talk

84%
Zendesk Talk ranks higher in 9/9 features

Inbound call routing

8.0
80%
9 Ratings
8.4
84%
12 Ratings

Omnichannel inbound routing

8.3
83%
7 Ratings
8.4
84%
10 Ratings

Recording

6.7
67%
10 Ratings
8.6
86%
14 Ratings

Quality management

7.6
76%
20 Ratings
8.3
83%
12 Ratings

Call analytics

7.3
73%
11 Ratings
8.3
83%
13 Ratings

Historical reporting

7.0
70%
11 Ratings
8.6
86%
13 Ratings

Live reporting

8.4
84%
9 Ratings
8.7
87%
13 Ratings

Customer interaction analytics

7.4
74%
9 Ratings
8.2
82%
11 Ratings

Customer surveys

N/A
0 Ratings
8.3
83%
8 Ratings

Attribute Ratings

  • Five9 is rated higher in 1 area: Support Rating
  • Zendesk Talk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.1

Five9

81%
35 Ratings
8.8

Zendesk Talk

88%
15 Ratings

Support Rating

8.2

Five9

82%
12 Ratings
5.0

Zendesk Talk

50%
6 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.
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Zendesk

Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
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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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Zendesk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
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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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Zendesk

  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
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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 Talk

Starting Price

Editions & Modules

Zendesk Talk editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    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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    Zendesk

    In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
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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
    Read full review

    Zendesk

    By constantly searching for other software that allows us to have the same functions. We have found that this platform is well received because each of its functions meets what we want for the best functioning of our company in communication, thus being able to offer better telephone benefits. Powerful with high performance.
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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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    Zendesk

    • We were able to reduce global headcount by 20% in our call centers.
    • Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
    • Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
    Read full review

    Screenshots

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