We performed a comparison between Five9 and Zoho CRM 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."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."
"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 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."
"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."
"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."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"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."
"Highly configurable, enabling graphically built workflows, and the writing of customized scripts if required."
"What I like best about Zoho CRM is the web form feature. I find Zoho CRM forms excellent."
"Zoho CRM integrates easily with customer service workflows."
"One of the most important features is that it's a cloud base and, it's also quite cheaper when compared to other solutions. Zoho CRM is customizable as per your requirement and, the Zoho team is able to help you to customize the CRM based on your requirements, and you can integrate to any third-party solution."
"Zoho CRM is easy to use and easy to understand."
"Its initial setup process for the cloud-based version is straightforward."
"The most valuable features include the dashboards, deal tracking, email tracking, notes, managing notes and the ability to manage databases in one place."
"There are many features that capture customer data."
"I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes."
"The SMS feature could use some improvement as far as the opt-out process goes."
"Five9 Omnichannel’s UI could be improved."
"Integration with third-party solutions can be difficult and has room for improvement."
"It would be ideal if they could combine the tools into one suite."
"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 knowledge base of their support is not as strong as the IVR build."
"What needs improvement in Zoho CRM is the UI. It needs to be more user-friendly. I like Salesforce better than Zoho CRM in terms of the UI, so if Zoho CRM can make some UI changes, that would make the tool better."
"The reporting for developers should be improved."
"The support response time for this solution could be improved."
"Sometimes, there are technical glitches. When we add product details, the information disappears. It can be improved from this aspect. Some of the bugs also need to be resolved."
"In Creator, you can do calculations and change another field immediately after you enter any value. If you add the quantity or price in any field, you can immediately change the total in Creator. The same functionality is not directly available in CRM because it is prebuilt."
"There are at least two big pieces. One is just the ability to reorganize the data and clean it up to eliminate duplicates and things like that. It is very manual at the moment. It only gives us certain fields that we can check on. Because of our particular database, it creates a problem. We deal with hospitals, and there are 50 hospitals. It is tough to figure out which one is which. Is it this one or the other one? So, trying to clean things up is very difficult. I'd like to have more ability to share data fields. The data is structured into different buckets, and I frequently have to create the same field in two different buckets. It would be nice if I could just do a view-only field in another bucket. In my contact bucket, I would like to be able to have just a view-only of the account information so that I don't need to enter it again, which is what I have to do currently."
"Certain functions have occasional performance issues."
"The support is not quite good."
Five9 is ranked 4th in Sales Force Automation with 20 reviews while Zoho CRM is ranked 3rd in Sales Force Automation with 47 reviews. Five9 is rated 8.6, while Zoho CRM is rated 8.0. 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 Zoho CRM writes "A highly stable solution that allows customization and data sharing". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Zoho CRM is most compared with SAP CRM, monday.com, Bitrix24, Microsoft Dynamics CRM and LeadSquared. See our Five9 vs. Zoho CRM report.
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