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.
"The tool enables easier management."
"What I found most valuable in Five9 is its AI feature, mainly the feature that gives AI summaries called Agent Assist, where the AI listens to the call, transcribes it, and then creates a summary at the end of the call, which has cut the ACW of agents in half."
"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."
"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'm interested in all the features we're using and the reporting that's needed to get them up and running."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"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 solution is quite user-friendly."
"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 pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"The knowledge base of their support is not as strong as the IVR build."
"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."
"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."
"It would be ideal if they could combine the tools into one suite."
"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."
"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."
"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 7th 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.