Five9 and Zendesk compete in the contact center software category. Five9 may have the upper hand due to its strong integration capabilities and innovative AI tools like Intelligent Virtual Agent, though Zendesk's comprehensive ticketing systems and analytics are significant advantages.
Features: Five9 is known for easy management and quick setup, boasting strong integration capabilities with CRM systems. Its AI tools, such as Intelligent Virtual Agent and Workflow Automation, are highly rated. Zendesk excels in providing flexible ticketing and integration with platforms like JIRA, along with delivering valuable analytics and ease of configuration.
Room for Improvement: Five9 users report occasional call quality issues and seek better mobile accessibility and advanced reporting features. Zendesk needs more intuitive customization, better pricing models, and enriched analytics capabilities, with deployment complexity and reporting features needing enhancement.
Ease of Deployment and Customer Service: Five9 offers public cloud deployment and consistent technical support but has a sometimes confusing user interface for agents. Zendesk supports public, private, and hybrid cloud deployments, with generally responsive customer service and a need for clearer communication in technical resolutions.
Pricing and ROI: Five9's flexible and reasonable pricing supports cost-effective operations, with a utility model beneficial for varying staffing needs and significant ROI through automation. Zendesk's cost is higher, with additional fees for advanced features and support, but its licensing provides value through enhanced customer experience and data insights.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
The technical support for Five9 has been exemplary.
Five9 offers multiple support options.
They were good about hosting regular, recurring meetings, understanding priorities, and getting things escalated that were appropriate to escalate.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
We face scaling issues, especially when trying to scale up bigger contact centers.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
In my experience, I have not encountered major downtime.
During training and demos, resiliency tests failed, which was not ideal.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch.
Five9 should provide free training resources for end users, including agents, supervisors, and admins.
The solution lacks versioning in scripting, making it crucial to manually back up scripts to prevent rollbacks from causing issues.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
They just rent the specific resources they need, which reduces high costs from hardware, software licenses, and operating systems.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
The ability to automatically populate borrower details when the call comes in using the Loan Pop feature enhances call efficiency dramatically.
Five9 provides powerful CRM integration capabilities with platforms like Salesforce, Zendesk, and Oracle Service Cloud, making it highly valuable for large companies.
It pre-fills variables from a form and routes to the correct agent, reducing handling times and increasing single-call resolution.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Mindshare (%) |
|---|---|
| Five9 | 8.3% |
| Genesys Cloud CX | 13.8% |
| Amazon Connect | 13.0% |
| Other | 64.9% |
| Product | Mindshare (%) |
|---|---|
| Zendesk | 4.8% |
| ServiceNow | 15.8% |
| JIRA Service Management | 7.3% |
| Other | 72.1% |
| Company Size | Count |
|---|---|
| Small Business | 7 |
| Midsize Enterprise | 7 |
| Large Enterprise | 7 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.
Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:
Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.
According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.
Below are several quotes from Five9's users:
Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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