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Five9 is a leading provider of all-in-one cloud-based software solutions for high volume call centers. Founded in 2001, Five9 provides solutions for inbound, outbound, blended and omnichannel contact centers to more than 2,000 businesses worldwide.

Five9 software allows call center agents to provide customer experiences across phone, email, chat, mobile, social and more. Healthcare and computer software companies make up Five9’s largest percentage of customers, but the firm works with firms across many sectors.

 

 

What Are the Best Five9 Alternatives?

 

  1. Talkdesk
  2. Twilio
  3. Nice CXone
  4. Genesys
  5. Dialpad
  6. Nextiva
  7. Freshdesk
  8. Aircall
  9. CloudTalk
  10. RingCentral

 

 

1. Talkdesk

Talkdesk Logo

Of the 287 customer reviews on our site, a stunning 99% said they would recommend Talkdesk. The platform was spawned from a Twilio contest and was built using Twilio’s communication API in just 10 days. It now supports more than 1,000 customers worldwide with its next-generation cloud-based contact center software.

 

Key Features

  • Power Dialer
  • Real-Time Reporting
  • Call Monitoring
  • Integrations
  • Forward to Phone
  • Built-In CRM
  • Cloud IVR

 

Integrations

  • Salesforce
  • Zendesk
  • Desk.com
  • Bigcommerce
  • Contactuality
  • Freshdesk
  • Google Contacts
  • Groove
  • Help Scout
  • Highrise

 

Talkdesk Pricing & Plans

CX Cloud Essentials CX Cloud Elevate CX Cloud Elite Experience Clouds
$75 Per User, Per Month $95 Per User, Per Month $125 Per User, Per Month Request quote
Voice Engagement Everything in Essentials, Plus Everything in Elevate, Plus Everything in Elite, Plus
Studio & Routing Digital Engagement (3 channels) 100% Uptime SLA Industry Workspace
 Studio Functions  Quality Management  Custom Reporting with Live & Explore Industry Integrations
Real-time Dashboards (Live) Screen Recording Guardian Guardrails Industry Workflows
Business Intelligence (Explore) Conversations Mobile App Performance Management Industry Virtual Agents
Guardian Feedback Pick Any 1 Add-on Package from Four Options: Pick Any 1 Add-on Package from Four Options:
Knowledge Management Virtual Agent Workforce Management Workforce Management
Connections Self-Service Portal Customer Experience Analytics Customer Experience Analytics
API Access Agent Assistance Agent Assistance
AI Platform Proactive Outbound Engagement Proactive Outbound Engagement

Learn more about Talkdesk pricing and important features like Callbar.

 

Talkdesk Pros & Cons

Pros Cons
Easy to implement Limited free features
Great history of uptime Contract renewal minimums require advanced planning
Simple call UI

 

 

2. Twilio

twilio logo

Twilio Flex is an all-in-one omnichannel contact center software for business communications. It serves as a central hub for agents to manage communications from social media, SMS, WhatsApp, email, live chat, and more to create an easy customer experience.

 

Key Features

  • 2-Way Messaging
  • Access Controls/Permissions
  • Chat/Messaging
  • Contact Management
  • Manual Dialer
  • Reporting/Analytics
  • Shortcodes
  • Elastic SIP Trunking

 

Integrations

  • Salesforce
  • Oracle
  • Microsoft Dynamics 365
  • ServiceNow
  • Zendesk
  • Bullhorn
  • NetSuite
  • SAP
  • SugarCRM
  • NICE CXexchange

 

Twilio Pricing & Plans

Twilio costs $1 per user per hour or $150 per user per month as part of its Flex plan. The company typically offers customers thousands of free hours upon signing up through various customizable pay-per-usage plans. Learn more about Twilio plans and pricing.

 

Twilio Pros & Cons

Pros Cons
Straightforward cost structure Can be difficult to extract large amounts of data
Mature system with multiple features Can be difficult to implement
Efficient customer support

 

 

3. NICE CXone

Nice CXOne

Formerly inContact, NICE CXone provides cloud-based contact center software that combines omnichannel routing, analytics, workforce optimization, and automation.

 

Key Features

 

Integrations

  • Salesforce
  • Microsoft Teams
  • Zoom
  • Zendesk
  • Fuse
  • ServiceNow

 

NICE CXOne Pricing & Plans

The company does not offer a free plan. Its core package, which is it’s most popular, starts between $90 and $100 per month per user. Those numbers go up as customers add additional features and users. Learn more about NICE pricing and plans here.

 

The core package includes:

  • User license and access to system login
  • Live reporting dashboard
  • Basic historical reporting and analytics
  • 5 GB of call recording space per license
  • Call scripting
  • IVR
  • 3 voice queuing ports per agent

 

Many customers sign a two-year contract, though pricing discounts are sometimes given to those who wish to sign a three-year contract or longer.

 

NICE CXone Pros & Cons

Pros Cons
Provides robust metrics to improve performance No free trial
Gives accurate visibility of the tasks being performed by the workforce Limited settings and display options
Dynamic user interface

 

 

4. Genesys

Genesys logo

As one of the largest CCaaS companies in the industry, Genesys features a contact center platform packed with features and regular updates. Large companies that serve millions of customers per year – like PayPal – turn to Genesys to power their business.

 

Key Features

  • Automatic Call Distribution
  • Interactive Voice Response (IVR)
  • Inbound and Outbound
  • Email, Social, and Messaging/SMS
  • Co-browse and Screen Share
  • Chatbots
  • Voicebots
  • Customer journey management
  • Reporting and Analytics

 

Integrations

  • Salesforce
  • ServiceNow
  • Zendesk
  • Geofluent
  • Google Analytics

 

Genesys Pricing & Plans

Genesys Cloud CX1 Genesys Cloud CX 2 Genesys Cloud CX 3 Genesys Choice Genesys DX
$75 per month $110 per month $140 per month Enterprise level annual commitment Different price based on customer needs
Inbound and outbound voice; IVR minutes CX1 + Unlimited email and chat CX1, CX 2+ SMS and messaging app routing All features of other clouds

 

Genesys Pros & Cons

Pros Cons
Built to manage large call centers and volume Price may not be manageable for smaller companies
Ability to create a highly personalize voice menus System administration can be overly complex
One agent can manage many interactions from one location

 

 

5. Dialpad

Dialpad Logo

Dialpad continues to build out its CCaaS portfolio, acquiring Koopid in October of 2021. The company also acquired Kare Knowledge just a few weeks before and created a partnership with Playvox. These moves show Dialpad wants to expand its features and functionality to compete with larger firms.

 

Key Features

  • Real-time coaching
  • Live transcriptions
  • Integrated workspace
  • Workforce management
  • Customizable multi-level IVR
  • Supervisor dashboards

 

Integrations

  • Microsoft 365
  • Hubspot
  • Salesforce
  • Google Workspace
  • Zendesk
  • Okta

 

Dialpad Pricing & Plans

Dialpad offers a 14-day free trial of its Pro package. The company does not provide service prices, but some reports put the cost at about $20 per user per month. The company’s enterprise plan is available for companies with more than 100 users and are available through a direct quote.

Free Standard Pro
$15 per user per month $95 per user per month
Custom reporting, API integrations and 24/7 support 99.9% uptime guarantee, phone support dashboards Real-time coaching, CRM integrations and unlimited SMS

 

Dialpad Pros & Cons

Pros Cons
Allows users to view full call journey Occasional delay in talking
Helpful use of notifications Limited list of integrations
Multiple features allow for different forms of customer communications

 

 

6. Nextiva

nextiva logo

Nextiva is a well-known name in the unified communications marketplace and relaunched its CCaaS offering in July of 2021. The change was aimed to improve functionality for call center agents who worked remotely.

 

Key Features

  • Alerts / Escalation
  • Blended Call Center
  • Call Logging
  • IVR / Voice Recognition
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-Time Chat

 

Integrations

  • Zoho
  • Salesforce
  • Hubspot
  • Zendesk
  • Oracle
  • NetSuite

 

Nextiva Pricing & Plans

Pro Enterprise
$50 per month $100 per month
Unlimited call queues and intelligent call distribution All pro features, queue management

 

Nextiva Pros & Cons

Pros Cons
Built to integrate with existing Nextiva services Inconsistent call quality
Strong analytics List of lower-tier price options may rule out smaller businesses

 

 

7. Freshdesk

freshdesk logo

Formerly known as Freshcaller, Freshdesk is a cloud-based solution that helps businesses manage contact center operations. This service is known for helping companies reduce resolution times thanks to advanced and automated routing capabilities.

 

Key Features

  • Reporting/Analytics
  • API
  • Third Party Integrations
  • Reporting & Statistics
  • Alerts / Escalation
  • Activity Dashboard
  • Alerts/Notifications
  • Knowledge Base Management

 

Integrations

  • Hubspot
  • Zoho
  • Zapier
  • Pipedrive
  • Nimble
  • Freshsales

 

Freshdesk Pricing & Plans

Basic Growth Enterprise
$15 per user/month, billed annually $39 per user per month, billed annually $69 per user per month, billed annually
Up to 2000 incoming minutes/month FREE Up to 3000 incoming minutes Up to 5000 incoming minutes/month FREE
Number Porting Holiday Routing Omnichannel Routing
Basic Call Queues Advanced Call Metrics Speech Enabled IVR
Wait Queues Call Barging Voicebot
Voicemail Call Center Agent Statuses Abandoned Call Metrics
Warm Transfer Call Recording Opt-out Service Level Monitoring
Call Recording Agent Availability Report
Pre-built Reports Queue Callback (Virtual Hold)

 

 

Freshdesk Pros & Cons

Pros Cons
Strong metrics provide guidance to help agents improve efficiency Report customization can be tedious
Plug and play solution Integrations may require customer support
Large number of tools available in basic version

 

 

8. Aircall

Aircall Logo

Aircall helps organizations of all sizes manage their contact center operations. The company has more than 9,000 customers and has established itself as a top innovator in the space.

 

Key Features

  • Collaboration Tools
  • Computer Telephony Integration
  • Contact Management
  • Manual Dialer
  • Mobile Access
  • On-Demand Recording
  • Outbound Call Center
  • Cloud PBX
  • Phone Key Input
  • Remote Access/Control

 

Integrations

  • Google Drive
  • Slack
  • Mailchimp
  • Salesforce
  • Microsoft Teams

 

Aircall Pricing & Plans

Aircall cloud phone system pricing starts at $30 per user per month. They do not have a free version but do offer a free trial.

Essentials Professional
$30 per user per month $50 per user per month
Unlimited calling in US and Canada, 80+ integrations and API access, call recording, IVR, voicemail Unlimited calling worldwide, custom analytics, custom onboarding, access to API developer support

 

Aircall Pros & Cons

Pros Cons
Economical options for many organizations Occasionally unreliable audio
Intuitive dashboard No free version
Easy to use

 

 

9. CloudTalk

Cloudtalk logo

CloudTalk provides more than 1,000 customers with CCaaS solutions, including large organizations such as DHL, Electronic Star and Kärcher.

 

Key Features

  • Personalization
  • Notes
  • Daily Summary
  • Voice
  • Administrator Access
  • Reporting & Dashboards
  • Session Recording

 

CloudTalk Pricing & Plans

CloudTalk offers three plans: Starter, Essential and Expert. The Starter plan costs $25 per user per month (that drops to $20 if purchased annually). The Essential and Expert plans cost $30 and $50 per month per user respectively. Those costs drop to $25 and $40 if purchased annually.

 

Integrations

  • Slack
  • Salesforce
  • Shopify
  • Zoho
  • Zapier
  • Pipedrive

 

CloudTalk Pros & Cons

Pros Cons
14-day free trial for new users System does not take voicemails if a computer falls asleep
Easy to set up and get started Leverages a lot of Beta software that can be glitchy at times
Strong connection and audio clarity

 

 

10. RingCentral

RingCentral Logo

RingCentral provides a powerful option that streamlines customer service and provides avenues for agents to rapidly solve any issues.

 

Features

  • Activity Dashboard
  • Activity Tracking
  • Calendar Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Reporting & Statistics
  • Reporting/Analytics

 

RingCentral Pricing & Plans

RingCentral offers three CCaaS plans, but does not openly advertise prices. Learn more about RingCentral pricing here.

RingCentral Contact Center Plans

 

Integrations

  • Salesforce
  • Zendesk
  • Pipedrive
  • Zoho
  • Microsoft Office
  • Google

 

RingCentral Pros & Cons

Pros Cons
Very user-friendly interface Reviewers report higher cost compared to competitors
Good for businesses of all size Large customer service network can be difficult to navigate

 

Why Five9?

99.999% — or five “nines” — has long been the gold standard for guaranteed uptime. The company’s name serves as a homage (and a promise) to hit that standard. The company largely delivers, establishing itself as one of the most reliable and robust CCaaS options. The firm provides multiple plans and services to fit specific customers needs. Some of the most popular features include its combined inbound and outbound call center service and its ability to integrate with the top customer resource management (CRM) platforms like Salesforce, Oracle RightNow, NetSuite, Velocify, and Microsoft Dynamics CRM.

Five9 has a 4.3/5 rating on our site with 87% of reviewers saying they would recommend the company to others. While Five9 scores well, the company’s focus on mid-sized companies may make it not the best selection for all businesses. Companies, especially micro and small-sized, as well as large enterprises, may want alternative solutions. Let’s look at some of the most popular Five9 alternatives.

 

Which Five9 Alternative is the Best for Your Business?

Five9 has established itself as one of the top CCaaS providers in the marketplace. As we’ve discussed, though, Five9 may not be the best solution for your business depending on your specific needs.

When determining what call center technology and systems to purchase, technology leaders need to balance functionality, performance and cost. With the market filled with strong options, technology leaders should explore several different options before picking a final solution. Don’t be afraid to take advantage of free trials and read online reviews before committing to a system. Five9 provides an excellent service, but it is only one of many superb options on the market.