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.
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"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."
"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 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."
"The tool enables easier management."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"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."
"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."
"The solution is quite user-friendly."
"The SMS feature could use some improvement as far as the opt-out process goes."
"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."
"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."
"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..."
"Five9 Omnichannel’s UI could be improved."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"Integration with third-party solutions can be difficult and has room for improvement."
"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 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 Genesys Cloud CX.
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.