We performed a comparison between Five9 and Zendesk 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."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."
"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 tool enables easier management."
"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 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."
"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 offers very good management. It has a great ability to assign tickets based on content."
"The initial setup is simple and straightforward."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"It's very convenient to use."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The knowledge base of their support is not as strong as the IVR build."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"Five9's stability needs to be improved."
"Integration with third-party solutions can be difficult and has room for improvement."
"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."
"The reporting could be a bit better."
"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."
"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..."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The price of the solution should be reduced."
"The solution could integrate better with QR codes from some websites such as Facebook."
"It wasn't easy to set up so we're only using a third of all of the features,"
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The dashboard could be better."
"It needs to improve in terms of its flexibility, price, and installation."
Five9 is ranked 4th in Sales Force Automation with 20 reviews while Zendesk is ranked 6th in Sales Force Automation with 57 reviews. Five9 is rated 8.6, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Five9 vs. Zendesk report.
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