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Five9 alternatives: The top 7 contact center platforms

Chris McCarthy

Senior Product Marketing Manager - Ai Contact Center

Five9 alternatives Header

Over the course of your search for a contact center platform, Five9’s name has probably come up more than once (which is why you’re here). The company has been in business since 2001, so it’s safe to say that they do have experience in the contact center space and have customers in various industries.

That being said, it might not be the perfect solution for everyone.

Five9 does have its strengths and weaknesses. In this blog, we’re going to compare Five9 and its top competitors, and review them using learnings from what their own website says and from what our own customers have told us.

Let’s get started!

What is Five9?

Five9 is a cloud-based contact center solution that offers features such as automatic call distribution, interactive voice response, skills-based routing, and workforce management. Five9 is used by businesses of all sizes, including Fortune 500 companies, SaaS providers, and e-commerce platforms. The company was founded in 2001 and is headquartered in San Ramon, California.

Why you might want an alternative contact center solution to Five9

Five9 can be a good fit for certain businesses,, but there are certain scenarios where it may be better to look for an alternative contact center platform. For instance:

You need a unified communications solution

Five9 specializes almost exclusively in providing contact and call center solutions, as opposed to internal communications features for your team members.

Need an office telephony solution to go with your customer service and help desk lines? You’ll have to buy a separate solution and integrate with it.1 Interested in an internal team messaging platform? That’s a separate app, too. Even meetings are restricted to conference phone calls (not video meetings like you’d have in a UCaaS platform). All that adds up to a potentially bloated tech stack.

Paying for multiple apps will add to your operational budget, yes; but it could also cost you more than just cash.

Employees will have to be trained on using multiple apps. Agents will have to spend precious time switching between different programs from minute to minute. Data won’t be synced across the different app databases. These minor inefficiencies build up over time and can have a significant impact on contact center performance.

None of this is a problem with a truly unified communications platform. With an all-in-one solution, both your customer-facing and non-customer facing employees will get the functionality that they need—all from the same app.

You need more value for your money

Even if you get Five9’s Core plan (which is expensive at $149 per user per month2) and the basic plan of another UCaaS platform, that’s still two separate applications that you have to scope out, implement, integrate, train people on, and maintain.

If you go with a unified communications platform (like Dialpad), however, then you get all the features of both UC and CC platforms in a single app. Best of all, the two halves are seamlessly integrated in ways that make it easy and intuitive for agents to use and fits your workflow.

You need a reliable and robust solution

When Dialpad customers come over to us from Five9, one of the most common compliments we get is on the reliability and quality of our calls. We’re quite proud of that (in fact, we offer a 100% SLA uptime for our Enterprise plan customers).

👀 Start your own contact center RFP

Want to know what must-haves are for a new contact center solution? We put together the top 31 considerations to include in a contact center RFP.

Top 7 competitors and alternatives to Five9 ranked by value

When it comes to cloud-based contact center software, Five9 is a popular option on the market. But it’s not the only one. Here are seven of the best alternatives to Five9 that are suited for an enterprise audience, along with a brief overview of each.

1. Dialpad: An Ai-powered customer intelligence platform

Dialpad Agent Assist CS

Dialpad is the leading Ai-powered customer intelligence platform that's making it easy for contact center teams to work from anywhere. We’ve created one beautiful workspace that seamlessly combines the industry’s most advanced contact center solution with award-winning UCaaS capabilities that will help you provide a better customer experience.

Dialpad Ai Contact Center offers all the basic CCaaS features that Five9 offers, as well as built-in artificial intelligence capabilities that streamline agent workflows, help supervisors manage their teams, and reduce friction for IT. With functionality like Ai Agent Assist, QA scorecards, live transcriptions, sentiment analysis, and Real-Time Assist (RTA) cards, Dialpad is an ideal partner for contact center teams of all sizes.

👀 Did you know?

You can use Dialpad on virtually any platform. Android, iOS, or a Windows desktop computer, it doesn’t matter. You can even make calls from within your browser!

What makes Dialpad a good alternative to Five9?

Supervisors are more effective with Dialpad Ai Contact Center

Supervisors can’t be everywhere, but Dialpad provides the next best thing through a combination of features that make it easier for them to coach agents and review performance.

Dialpad Ai can analyze a customer interaction in real-time and scan for words that indicate either positive or negative emotions. It then displays the sentiment analysis results (and the likely reason for it) on a dashboard for the supervisor to review:

Sentiment analysis

The supervisor can quickly catch up to the conversation with the live transcriptions (Dialpad also transcribes call recordings and voicemail) or listen in on the call in whisper mode. They can also opt to use call barging if they need to step in to help the agent.

Dialpad can also help supervisors after the call during post-call performance review by using QA scorecards to drastically reduce the time it takes to review calls and helps steer agents towards specific areas of improvement:

QA scorecard setup
👀 Did you know?

In addition to call transcriptions, supervisors can also use playlists to create a curated collection of call recordings that highlight best practices for both inbound and outbound calls.

Empower agents to do their best work

Customer service representatives are on the spot every time they pick up the phone, which is why Dialpad Ai Contact Center is designed to help them respond to customer requests quickly and efficiently so they can power through long call queues.

One way Dialpad does that is by providing agents with timely and accurate information. When an agent is on a call, Ai Agent Assist and RTA cards connect agents to the right information in real time.

Supervisors can create RTA cards and set them to pop up on agents’ screens whenever a specific keyword is mentioned on a call, like “price” or “warranty.” The RTA card can contain any information you want: pricing details, information on the competition, or even a recommended script:

RTA Cards

Ai Agent Assist listens for specific keywords, same as the RTA card. But instead of pulling up a pre-written pop-up, it searches all available connected knowledge such as the company website or internal wiki for relevant information—without supervisors needing to lift a finger:

Ai Agent Assist

This reduces average handle time, cuts down on training needed, and ramps agents faster (plus it makes it much easier for agents to answer customer questions quickly).

QA scorecards remind agents of what they need to do to offer the right levels of service to improve customer satisfaction. Personalized greeting? Check. Polite and respectful tone? Check. It can all be added right to the scorecard.

Dialpad also has robust integrations to CRM systems that help reduce manual work like data entry. The Salesforce integration is especially effective at streamlining an agent’s workflow thanks to click-to-call and power dialer functionality, as well as call log automation:

Salesforce CTI
Real-time customer intelligence at your fingertips

Most businesses have a tough time getting customers to fill out CSAT surveys.

Dialpad’s Ai CSAT feature is able to collect CSAT scores on 100% of your calls—and your customers (and agents) don’t have to lift a finger. This is a far cry from the typical 5% (or less) response rate most customer satisfaction surveys get:

Csat

How does it work? Well, remember how Dialpad Ai is transcribing customer support calls in real time? Ai CSAT uses that transcription power to infer customer satisfaction and predict a CSAT score with a high degree of accuracy.

That’s not all Dialpad Ai can do either. Besides transcribing calls, it can also pick up on keywords or “Custom Moments.” For example, if a supervisor wants to see how often a competitor’s name is mentioned on sales calls, or how frequently customers are asking for “refunds” or “money back,” they can create Custom Moments to track each of these keywords, right from the intuitive analytics dashboard. If they notice any anomalies, they can easily dig into the call transcripts or recordings to get more context:

Contact center analytics v3 blog size

Beyond that, Dialpad also has a real-time analytics dashboard that shows key metrics like call volumes and average speed to answer for easier scheduling and staffing.

Need an alternative to Five9?

Sign up for a demo of Dialpad Ai Contact Center and see how easy it is to set up and use. Or take a self-guided interactive tour of our solution and see how it compares to Five9!

2. Genesys Cloud CX

What makes it a good Five9 alternative?

Genesys Cloud CX is the contact center-focused platform of Genesys, a legacy telephony and digital communications brand.

Genesys, like Five9, offers contact center capabilities such as automatic call distribution (ACD) and self-service IVR routing options. It also has a workforce engagement management (WEM) platform and integrates with CRMs such as Salesforce.

Where Genesys differs from Five9 is how it handles UCaaS needs. Because Genesys is an all-in-one platform, you can opt to also sign up for Genesys’ unified communications functions such as PSTN voice, SMS, and virtual meetings and keep things on one platform, whereas Five9 cannot.

Pricing

Genesys prices are divided into the following tiers: Genesys Cloud CX1 ($75 per user/mo), Genesys Cloud CX2 ($110 per user/mo), Genesys Cloud CX3 ($150 per user/mo), and Genesys DX, which requires a talk with Sales.3

👉 Further reading:

Learn more about how Dialpad vs Genesys compare.

3. RingCentral Contact Center

What makes it a good alternative to Five9?

RingCentral is a legacy business communications platform that offers both voice and video calls, as well as cloud contact center solutions.

It should be noted that RingCentral Contact Center markets itself as a “UC+CC” product, but isn’t genuinely unified. They have a partnership with NICE (formerly known as NICE inContact) in which they are whitelabeling NICE CXone.4

This partnership allows RingCentral to provide features like real-time agent coaching, integrations to other third-party enterprise and contact center applications, and other features, but because RingCentral doesn’t own the CCaaS side of the business it’s unclear how much influence they have over tech issues and product roadmaps.

Pricing

RingCentral’s pricing is divided into four tiers (Essentials, Standard, Premium, and Ultimate), but you’ll have to ask for a quote for each of them.5

👉 Further reading:

Learn more about how Dialpad vs RingCentral compare.

4. Avaya Experience Platform

What makes it a good Five9 alternative?

Avaya is a combination of contact center and unified communications platform with its roots in telephony and PBX. Its contact center offering is called the Avaya Experience Platform. In addition to the standard communication channels like voice, email, and web chat, it also allows contact centers to set up IVRs and support chatbots. It also has some workforce optimization (WFO) features similar to Genesys Cloud CX.

It’s worth noting that Avaya’s platform is built in partnership with RingCentral, which provides all the UCaaS functionality while Avaya provide the on-premise telephony, service, and migration.6 As of the moment, we’re unsure how well the CCaaS portion of the offering is integrated with the rest of their digital ecosystem. We can tell you, however, that even RingCentral thinks that Avaya’s on-prem PBX costs too much.7

Ringcentral Avaya

Another thing to keep in mind is that the Avaya Experience Platform is priced according to channel type. Digital channels such as email, web chat, and text messaging are in a different tier from voice channels, and have different prices and features.

Pricing

The Avaya Experience Platform has three tiers: Digital ($48 per user/mo), Voice ($83 per user/mo), All Media ($125 per user/mo). There’s also the option for you to construct your own solution in the “Create Your Own” package, although social media does not appear to be one of the options.8

👉 Further reading:

Learn more about how Avaya vs. Dialpad compare.

5. Talkdesk CX Cloud

What makes it a good alternative to Five9?

Talkdesk CX Cloud is a cloud-based contact center solution that offers features like call routing, automatic call distribution, and call monitoring. Talkdesk provides an API that lets businesses integrate the software with existing systems, including CRMs and other communication platforms like Microsoft Teams.

Talkdesk CX Cloud also provides AI-powered features like Agent Assist, however Basic plans are only allowed to use “Starter” versions that function like an in-app demo. You’ll have to subscribe to a higher plan to get access to the full capabilities of Talkdesk’s Agent Assist.9

Like Five9, Talkdesk CX Cloud only provides CCaaS services and doesn’t have UCaaS features like omnichannel communications or live transcription. Should your organization need both a UCaaS and CCaaS solution, Talkdesk may not be a good alternative.

That being said, Five9 is costlier than Talkdesk CX Cloud, with its lowest plan “Core” being almost twice as expensive as its Talkdesk counterpart.

Pricing

Talkdesk’s pricing has four tiers: CX Cloud Essentials ($75 per user/mo), CX Cloud Elevate ($95 per user/mo), CX Cloud Elite ($125 per user/mo), and Experience Clouds, which uses custom pricing.9

👉 Further reading:

Get a detailed breakdown of Talkdesk vs Dialpad!

6. CloudTalk

What makes it a good Five9 alternative?

CloudTalk is call center software that provides digital VoIP services. It’s a decent low-cost alternative to Five9 for both small business and enterprise companies that have relatively simple needs. Although it isn’t as feature-rich as some of the other options on this list, it does provide predictive dialing for agent convenience and a virtual phone system for inbound and outbound call services. Supervisors can also coach agents live through call monitoring.

Pricing

Cloudtalk is priced along four tiers: Starter ($25 per user/mo), Essential ($30 per user/mo), Expert, ($50 per user/mo), and Custom, which involves contacting their Sales team.10

7. Aircall

What makes it a good alternative to Five9?

Like Five9, Aircall is a platform built specifically for call centers. This means it doesn’t provide UCaaS features such as video conferencing and internal chat functionality, nor transcription services.

The contact center technology it does have include call whispering, which helps managers offer agents advice during calls, call analytics (which are currently locked to higher tiers), integrations to popular CRM tools such as Salesforce and Zendesk, and power dialers.

Pricing

Aircall divides its pricing into three tiers: Essentials ($30 per user/mo), Professional ($50 per user/mo), and Custom, which requires a conversation with sales.11

👉 Further reading:

Get a detailed breakdown of Aircall vs Dialpad!

Choosing between the top Five9 competitors on the market?

Every option has a range of pros and cons, and you’ll have to determine how each one affects your business’ customer experience.

However, if you want the most value for money, we recommend that you equip your contact center with a customer intelligence platform that can solve multiple business needs without compromising on quality, agent experience, and customer engagement.

Why not get a product tour of Dialpad Ai Contact Center to see how it compares?

Looking to shift away from Five9?

Then try Dialpad on for size! Take a demo or a self-guided tour to see how our Ai-powered contact center solution will increase your operational efficiency, speed up agent onboarding, and increase overall customer satisfaction.

1 five9.com/products/capabilities/ucaas-unified-communications

2 five9.com/products/pricing

3 genesys.com/pricing

4 ringcentral.com/whyringcentral/company/pressreleases/ringcentral-and-nice-expand-and-extend-partnership.html

5 ringcentral.com/ca/en/office/plansandpricing.html#cc

6 avaya.com/en/about-avaya/newsroom/pr-us-200203b/

7 ringcentral.com/ca/en/replace-on-prem/avaya.html

8 avaya.com/en/products/experience-platform-pricing/

9 talkdesk.com/pricing/

10 cloudtalk.io/pricing/

11 aircall.io/pricing/