We performed a comparison between Calabrio WFM and Five9 based on real PeerSpot user reviews.
Find out in this report how the two Workforce Engagement Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."
"The product’s IVR script editor is very easy and simple to use."
"Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."
"What I found most valuable in Five9 is its AI feature, mainly the feature that gives AI summaries called Agent Assist, where the AI listens to the call, transcribes it, and then creates a summary at the end of the call, which has cut the ACW of agents in half."
"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."
"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."
"Being able to "publish" or rerun the schedule for only one agent would be ideal."
"An area for improvement in Five9 is the reporting on the emails, as it's not very user-friendly. It's a bit tricky because you must manually add filters to see how many emails each agent answers."
"The knowledge base of their support is not as strong as the IVR build."
"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"Integration with third-party solutions can be difficult and has room for improvement."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"The SMS feature could use some improvement as far as the opt-out process goes."
Earn 20 points
Calabrio WFM is ranked 7th in Workforce Engagement Management while Five9 is ranked 2nd in Workforce Engagement Management with 20 reviews. Calabrio WFM is rated 7.8, while Five9 is rated 8.6. The top reviewer of Calabrio WFM writes "The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area". On the other hand, the top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". Calabrio WFM is most compared with Genesys Cloud CX, Verint Open CCaaS, Aspect Workforce Optimization, NICE CXone and Genesys PureConnect, whereas Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone. See our Calabrio WFM vs. Five9 report.
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