We performed a comparison between Five9 and Freshsales based on real PeerSpot user reviews.
Find out in this report how the two Sales Force Automation solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."
"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."
"The tool enables easier management."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"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."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting."
"Freshsales is user-friendly, scalable and stable."
"I like Freshsales because it's integrated with Shopify which we use to host our website."
"The solution is a low-cost CRM product compared to other CRM alternatives."
"Freshsales is very simple to use, but it's fairly limited in its functionalities, and it's very cheap."
"One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."
"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."
"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."
"It would be ideal if they could combine the tools into one suite."
"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."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The SMS feature could use some improvement as far as the opt-out process goes."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"The price of this solution could be improved as well as the reporting functionality."
"It lacks customizability for complex and larger use cases."
"The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports."
"We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."
"The solution needs to improve the user experience and leads capture."
Five9 is ranked 4th in Sales Force Automation with 20 reviews while Freshsales is ranked 10th in Sales Force Automation with 5 reviews. Five9 is rated 8.6, while Freshsales is rated 7.8. The top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". On the other hand, the top reviewer of Freshsales writes "Helps to manage sales pipeline". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Freshsales is most compared with monday.com, Apollo.io and Blackbaud CRM. See our Five9 vs. Freshsales report.
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