8x8 Contact Center is a cloud-based platform that unifies customer interactions across voice, chat, email, video, SMS, and social. It offers intelligent self-service automation, real-time analytics, and CRM integrations. With omnichannel engagement, agents deliver consistent, personalized service from one interface.
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Five9
Score 8.4 out of 10
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Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
$119
per month
Pricing
8x8 Contact Center
Five9
Editions & Modules
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Core
$119
per month
Digital
$119
per month
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Offerings
Pricing Offerings
8x8 Contact Center
Five9
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Five9 offers pricing options to suit your business needs:
Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs
Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition
Annual Contracts — Reduced fee compared to monthly on-demand pricing
More Pricing Information
Community Pulse
8x8 Contact Center
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Verified User
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Chose 8x8 Contact Center
Although every platform has their pros & cons but the flexibility of omni channel communications all in one central suite of application window along with license pricing flexibility gave us a point to make our decision for 8x8 Contact Center.
I prefer 8x8; it has the right number of features and modes for the communication I need. I much prefer 8x8 meetings to Zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 is also easier to manage across multiple modes of …
The right technology for the size contact center we have. The right RoI for migrating to a Cloud Contact Center. The E5 Microsoft license allowed us to leverage the 8x8 Contact Center integrations and not add additional cost for user PSTN. Able to reduce licensing across all …
Compared to something like a NICE InContact (which I have used/administered before too), 8x8 has less powerful scripting tools. However, their reliability and uptime is much better than NICE. You probably only should be looking at NICE if you have a really large CC and/or …
We selected an 8x8 contact center based on the tools available to meet our needs. 8x8 was also rated as a more stable platform than Cisco, which helped us select 8x8 for our UCaaS platform. The amount of tools available in the 8x8 Contact Center for leaders to be able to manage …
We are currently evaluating Ringcentral as a possible replacement for 8x8 when our contract is up. Pricing is similar, but the support and admin experience looks better so far with Ring Central. Go to connect lacked features for what we needed and we have moved away from it, …
We had many technical issues and functions not working correctly and very poor support to help fix these issues. 8x8 Contact Center is much more advanced.
We liked the agent experience, as well as the reporting and some of the QM & CE suites. The self-service options and customizability of contact center routing scripts was desirable. Overall when finalizing vendors 8x8 was one of the more cost-effective options between the UCaaS …
Nextiva is very comparable to 8x8 Work. We're moving to as we are moving away from 8x8 as a whole. Their pricing has increased and Nextiva offers comparable features for a fraction of the price including their contact center. The contact center features available for use are …
With 8x8 Contact Center, help is only seconds away! The features of Caller ID, Voice Mail, Recorded Calls, Missed Calls, Customer Service, and Dialpad calling from anywhere on your computer! It is fast and easy to maneuver through and the information is at your fingertips! …
We also use 8x8 for Work on a sister company. I couldn't find it in that list of products, but they use it, and as far as I know it helped the company to grow as well, just like it helped ours. The ability to "queues" was something we considered when we moved to 8x8, about 4 …
As we have Salesforce for our agent's member support platform, Five9 has a very good integration with Salesforce compared to Talkdesk. With the iVR customization for our order placement and scripting for agents, we preferred Five9 over Talkdesk. Also, for our enrollments, …
Five9 has a much better integration with salesforce and allows contact center agents to be separate from back office staff that do not use the Five9 phone. Five9 allows us to route digital activity such as emails and texts just like we route calls. Five9 also had a …
With Avaya Call Center Elite - Muti Channel is was competitor to Five9 which tried to push their on-prem omni channel approach. The reason it coudl not compete against Five9 was because it was not cloud based, was not flexible and added addional channels as an add on the CC …
Five9 has a great learning curve, whether you're an admin, agent, or supervisor. Each role can be easily learned and mastered. Cost was a major factor back when Five9 was the only stable and reliable contact center solution. But now they tend to be overpriced compared to Genesys …
Five9 has way better features than RingCentral - Five9 has way better features including the Call script, software integration, and ability to manage outbound campaigns while RingCentral doesn't allow these features
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost.
We started evaluating Zendesk Talk when Five9 lost integration with Zendesk, as we use Zendesk as our primary CS database and issue tracker. However, Five9 offers better ROI than Zendesk Talk given we require unlimited minutes for our requirements, thus we continue with our …
While we use Invoca and Leadspedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came …
We felt that Five9 was superior to Genesys PureCloud because of Five9's ability to better manage outbound dialing campaigns. Genesys PureCloud required automation rules to reset/refresh the list position which meant that it was impossible to keep up with our aggressive dialing …
Five9 has some of the same features as competitors but offers other features that help users better complete their tasks. This could be tasks such as putting calls on hold, logging calls and reports, and multitasking on the system platform. Overall, Five9 feels very easy to use …
We started with InContact and were very disappointed that you could not make changes without incurring costs for each program or project. Five9 allows us to adjust to any new clients needs without incurring costs.
I've used RingCentral, LiveOps, and Sendbloom Contact in my sales career so far.
Five9 is more sophisticated and offers more customizable features than all the above products. Only RingCentral and Five9 have texting ability, but neither solution is perfect at threading …
I would use Five9 verses another application because it is user friendly. You can add users and manage them as your business grows, and have your stats easily accessible. The ability to use it remotely is a huge factor as well.
Five9 blows Serenova out of the water. Serenova is an immature platform compared to Five9. Five9 provides many features that Serenova does not and is a much more stable platform, which is absolutely critical in our 24/7/365 environment.
When we chose Five9, it was largely due to the research of features and functionality, plus hearing good things about it from other contact centers in our area. One huge edge that Five9 has compared with other dialers...is that you don't pay per minute of talk time (unless it's …
We looked at the differences and though it looked like a great piece of software, it was very expensive, and had a lot of features that we didn't need at the time. We may look back at them in the future, but right now Five9 suits our needs and we save a little money in the …
I looked at 10 solutions and for the price along with the functionality, ease of use, ease of integration and new features such as agent desktop. I believe this solution provided the biggest bang for your buck.
IMO, 8x8 is great in the mid-market space. Contact Centers with 25-1000 seats. Is it perfect? No, but none of them are (Ring, Nice, Five9, Talk) they're all going to have their defects. If you're a small or micro business, I don't know if If 8x8 is the place to be. Functionally, it will work fine, but the ROI isn't good for that sized org. And, you want get the support the same way the Mid and Enterprise customers will. Another things to consider is integrations - of which, 8x8 has many. Integrations and APIs is an areas where I have really seen 8x8 making a big push in the last few years. They have a powerful CPaaS product too, but I've not used it enough to be qualified to comment on it (yet).
very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement. Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- Salesforce automation.
Tracks all inbound and outbound calls from our organization.
Gives us the ability to record and review calls.
Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
The service is so good and they give very efficient support in customer need.
The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.
Post-sale support through the online ticket system is painfully slow.
It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.
8 x 8 is not an ordinary system, it works well for everyday business and assists in working efficiencies. So much is required for credentialing and re-credentialing. 8 x 8 takes out a lot of the extra steps by providing smarter working features that saves time and money. Also, when faxing, once the fax is complete, you receive an actual confirmation! Absolutely love this feature.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
I wish it was a 10. For the sake of a call center, it allows me to keep it simple for newer sales reps and just focus on basic KPI's. This is not an advanced CRM used for digital approaches. It is strictly a churn and burn call center CRM for me. It is a dialer.
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
The transition from Mitel to 8 x 8 was smooth and no "hiccups". The support was one of the best that we had received. No surprises except what 8 x 8 is actually capable of doing! Support remained available throughout the transition! Co-workers were amazed at what they were able to do with having 8 x 8,
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
I prefer 8x8; it has the right number of features and modes for the communication I need. I much prefer 8x8 meetings to Zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 is also easier to manage across multiple modes of communication.
We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles because they sometimes lose access without making significant changes to the admin console. Although it's a tool that has helped us complete various tasks to contact our customers, it has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers.
A good tool with an easy interface for new users.
They need a more minimalist look.
They need to improve the supervisor console because it's very basic.
New agents aren't receiving calls from previous agents because they don't reuse numbers.
The user group license is cheaper than the Zoom Phone license, which allows for a better ROI.
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
The callback queue was a big thing for a while. Still is to a point but we would have MANY duplicate callbacks & it was frustrating to both the customer & the agent.
Support is my biggest negative for 8x8 Contact Center. Being able to communicate with someone is essential yet having MANY support agents have a language barrier has made it difficult on both ends to get things addressed/taken care of. Being able to follow the requests of the ticket is a big one as well. I talked about both of these points before, but if I request to communicate via email 9/10 times, I am being called to talk about the problem when it could have been an email. They also request information MANY many times that seems to be useless when I have provided what I think to be all the necessary information. It just doesn't make a lot of sense to me. It has been a little bit since I have had to put anything in for support the last one I did it was substantially better so hopefully that continues.
Being able to work solely on 8x8 work or 8x8 Contact Center would be a HUGE plus for agents & IT. I see other platforms that are able to do this, if 8x8 was able to do this it would make it 100x better for us so we don't have to work out of two things for an agent to be able to work.
The last thing is the plans. Not offering an unlimited talking plan to me seems very weird. What we are paying for & the amount of minutes that agents are using doesn't make a lot of sense on a billing standpoint. Offering better pricing/unlimited plans for enterprise like other companies would be a HUGE plus as well.
