We performed a comparison between Five9 and Salesforce Sales Cloud 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."When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"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."
"The tool enables easier management."
"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 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."
"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."
"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."
"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 dashboards and dashboard customization are great."
"The most beneficial aspect of Salesforce Sales Cloud is my development life cycle will have been shortened."
"The type of customization that comes with Salesforce CRM gives me a lot of liberty and ease of access to add any information that I wish to add. For example, the name, email ID, designation, the name of the decision maker, when the client joined the company, and the amount of influence he will have on the product."
"The features of Sales Cloud most useful for testing and running email campaigns are highly valuable."
"You can adapt Salesforce for all customer needs."
"I have found Salesforce Sales Cloud to be stable."
"It is a one-stop shop for running anything related to sales. You can do a lot of things."
"The most valuable features are the reporting and the custom codes."
"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."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."
"The reporting could be a bit better."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."
"The knowledge base of their support is not as strong as the IVR build."
"It would be ideal if they could combine the tools into one suite."
"I need to do a lot of customization to implement an ERP solution for an energy and utilities client versus a BFS client. Salesforce should look at the common customizations each client wants and see how much of that can be standardized into industry-specific specific solutions. That would speed up implementation, so we don't need to go through the same steps a hundred times. Salesforce could do it once and put it out for the rest of the clients to use it."
"When importing from other apps, it gets messy."
"The deployment of data from the development environment to production is also a weaker point because their solution is not powerful."
"Salesforce Sales Cloud could improve by allowing some customization of the processes with coding to avoid the problem of memory. When we use only flows in the process, which can become large flows, they are more complicated to debug and also for maintenance. It's better to invoke some Apex classes to make the process better."
"One aspect I find challenging with Salesforce Sales Cloud is its forecasting feature. While it's useful for analyzing sales data and predicting future revenue, I've encountered instances where the outcomes weren't as perfect as expected."
"The solution's customer support is not so good."
"One area where the solution could improve is with handling feature requests."
"I think the user experience could be improved. I would like the user interface to be a bit more user-friendly and modern."
Five9 is ranked 4th in Sales Force Automation with 20 reviews while Salesforce Sales Cloud is ranked 1st in Sales Force Automation with 97 reviews. Five9 is rated 8.6, while Salesforce Sales Cloud is rated 8.4. 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 Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement. See our Five9 vs. Salesforce Sales Cloud report.
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We monitor all Sales Force Automation reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
