We performed a comparison between Five9 and SugarCRM Platform 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."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 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."
"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."
"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."
"The product’s IVR script editor is very easy and simple to use."
"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."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"The most valuable aspect of this solution is its low cost."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"It works well with Jira. You can customize it to fit your needs."
"The SMS feature could use some improvement as far as the opt-out process goes."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"Five9 Omnichannel’s UI could be improved."
"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."
"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..."
"Integration with third-party solutions can be difficult and has room for improvement."
"The reporting could be a bit better."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"You cannot include all your entities under one instance at the moment."
"I would like to see more integration on a mobile platform in the next release."
"It lacks customization, and this is the main reason that we are switching to a different solution."
Five9 is ranked 4th in Sales Force Automation with 20 reviews while SugarCRM Platform is ranked 9th in Sales Force Automation with 11 reviews. Five9 is rated 8.6, while SugarCRM Platform is rated 7.0. 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 SugarCRM Platform writes "User-friendly and allows for creating your own modules". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas SugarCRM Platform is most compared with Salesforce Sales Cloud. See our Five9 vs. SugarCRM Platform report.
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