We performed a comparison between Five9 and TalkDesk based on the reviews we collected for contact center solutions, and the below key aspects emerged:
In summary, Five9 is good for rapid deployment, strong voice capabilities, and CRM integration, aligning with mid-market needs. Talkdesk excels in customization and advanced functionality. Both can serve medium and larger organizations.
"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."
"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."
"The tool enables easier management."
"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."
"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 solution is quite user-friendly."
"The knowledge base of their support is not as strong as the IVR build."
"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."
"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 pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"Five9 Omnichannel’s UI could be improved."
"The SMS feature could use some improvement as far as the opt-out process goes."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The reporting could be a bit better."
"The product must automate certain features so the agents do not have to do things manually."
Earn 20 points
Five9 is ranked 3rd in Contact Center Platforms with 20 reviews while TalkDesk is ranked 6th in Contact Center Platforms with 1 review. Five9 is rated 8.6, while TalkDesk 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 TalkDesk writes "User-friendly, enables to respond to customer queries 70% to 80% quickly, and reduces dependency on agents". Five9 is most compared with Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center and Mitel Contact Center Solutions, whereas TalkDesk is most compared with .
See our list of best Contact Center Platforms vendors and best Contact Center as a Service (CCaaS) vendors.
We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.