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Dialpad vs. Five9

A quick summary of what you get with Dialpad, but not Five9:

  • A full suite of unified communications features
  • Integrations with all your favorite apps and platforms
  • 100% uptime for Enterprise customers

Sign up for a demo to see Dialpad Ai Contact Center in action!


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Dialpad vs. Five9 at a glance

FEATURES
Pricing
Starts from about AUD 70/user/month
Starts from USD $149/user/month (No Australian pricing listed)
Voice calling
Video calling
Live chat
Call flip
Built-in AI for conversational intelligence
Provides live transcription, call annotation, agent assist, IVR routing, sentiment analysis, and digital self-service
Used primarily for digital self-service and agent assist
Cloud-native architecture
Contact centre capabilities (IVR, routing, outbound dialer, etc)
Unified communications
Telephony, video meetings, SMS/MMS messaging, instant messaging fully integrated
No UCaaS capabilities
Integrations
Offers out-of-the-box integrations with 40+ popular CRM and service platforms plus open API
Primarily focused on CRM integrations
Reliability
100% uptime for Enterprise customers
99.999% uptime for highest tier
Pricing
Starts from about AUD 70/user/month
Starts from USD $149/user/month (No Australian pricing listed)
Voice calling
Video calling
Live chat
Call flip
Built-in AI for conversational intelligence
Provides live transcription, call annotation, agent assist, IVR routing, sentiment analysis, and digital self-service
Used primarily for digital self-service and agent assist
Cloud-native architecture
Contact centre capabilities (IVR, routing, outbound dialer, etc)
Unified communications
Telephony, video meetings, SMS/MMS messaging, instant messaging fully integrated
No UCaaS capabilities
Integrations
Offers out-of-the-box integrations with 40+ popular CRM and service platforms plus open API
Primarily focused on CRM integrations
Reliability
100% uptime for Enterprise customers
99.999% uptime for highest tier

Dialpad vs Five9: How are they different?

Both Dialpad and Five9 offer cloud-based contact center platforms that integrate with existing popular CRM solutions like Salesforce. This allows them to be scalable, accessible from anywhere, and secure. While they are similar in some areas, however, there are some important differences between Dialpad and Five9.

AI support functionality

Dialpad features built-in artificial intelligence that can help your contact center maintain call quality, automate coaching employees and agents, and annotate call recording timelines.

Dialpad Ai powers must-have contact center-related features such as:

Dialpad transcript
  • Real-Time Assist (RTA) cards that provide timely, relevant advice to agents, such as potential solutions to customer problems.

  • Live call transcriptions that use language-learning algorithms for a high degree of accuracy. Supervisors and agents can review transcriptions while still on the phone and review the conversation while it’s still happening.

  • Call recording annotations allow for easier call post-mortem by marking specific points in the call timeline with labels indicating questions, sentiment changes, and the like.

  • Sentiment analysis helps contact center supervisors oversee teams of agents and quickly zoom in on calls that may need their attention.

  • Chatbots that are easy to build and configure using a no-code interface, so that you can set up an automation workflow in minutes.

Five9 also uses AI, which is named Intelligent Virtual Assist (IVA). IVA powers chatbots, transcription, and real-time agent assist, but we’re unable to confirm whether or not Five9 allows for live sentiment analysis, call recording annotations, and smart IVR routing.

Range of unified communications capabilities

Dialpad is a complete, fully-integrated UCaaS + CCaaS solution that can serve the needs of every single aspect of your business—not just the call center. It combines voice and video call functionality, instant messaging, SMS and MMS into a cohesive package.

Call transfer

Agents can also enjoy advanced meeting features such as Real-Time Assist cards (more on that in just a bit), screen sharing, customizable waiting rooms, and more.

You would think that a comprehensive solution like this would be scattered across different apps, sub-platforms, and devices, but no! Dialpad will work on any device: Windows, iOS, Android, and even web browsers. Your team can get up and running right away, with no fuss or hassle.

Five9, as far as we can tell, only serves a CCaaS audience, and their out-of-the-box capabilities reflect this. There are currently no native UCaaS features on Five9, and adding them in requires integration.

Zoom nearly acquired Five9 in an effort to alleviate gaps across both companies’ portfolios. The potential acquisition fell through for a variety of reasons, but showed the market that Five9 lacks a UCaaS offering, and Zoom lacks compelling contact center functionality.

User experience

Contact center agents are under intense time pressure, and so the communication solution they use should be as streamlined as possible in order to help them power through the call queue.

Dialpad makes it easy for both agents and supervisors to work from any device they want. Again, all functionality is in a single location, which means that agents don’t lose time toggling between a bunch of different apps.

Device switch

If agents need to step away from their desk, they can “flip” the call seamlessly from their computer to their cell phone—without interrupting the conversation.

Agent-friendly capabilities

One of the biggest benefits a contact center can receive from a CCaaS solution (whether Dialpad or otherwise) is the ability to coach and manage your agents.

In Dialpad, agents in need of support can reach out to experts across the organization from the same app while they’re still on the call. They can either send messages in real time, transfer the caller to the expert, or add the expert to the call and make it a conference.

Speaking of support, agents can be more effectively supported and coached on Dialpad thanks to features like sentiment analysis. Sentiment analysis allows supervisors to watch for conversations that aren’t going well, quickly join the call, and give guidance to the agent through in-app chat.

We already mentioned the AI-powered real-time assist (RTA) cards earlier. But while both Dialpad and Five9 have this feature, Dialpad’s Ai solution also provides conversational and presentational advice, like moderating the speed or tone of the conversation.

Reliability and uptime

Contact centers have to be able to trust their communications platform to be as reliable as possible. Dropped calls and poor connections can easily damage your relationship with your customers—especially if it happens often.

That’s why Dialpad offers a 100% uptime guarantee for our enterprise-level customers. Never suffer a dropped call again!

Quality and quantity of integrations

In addition to its out-of-the-box capabilities, Dialpad offers a wide assortment of pre-built integrations with third-party apps. From major CRM and service platforms such as Salesforce, Playvox and Zendesk to specialized tools like Autoreach and Miro, these integrations can extend Dialpad’s functionality in a wide range of ways.

And if you can’t find a pre-built integration that fits your needs, you can always use integration platforms like Zapier or the open API to build out the functionality you want.

Customer support experience

Dialpad has won a Stevie® award for our excellent sales and customer service. Our team is available to help 24/7 through multiple channels like live chat (with people, not bots) and phone support.

We also provide detailed Help Center articles with commonly asked questions about our platform.

And if you need more training for your teams, we provide multiple training options: in-person, webinar, and both live and recorded video guides.

See how Dialpad stacks up against Five9!

Empower your team with a platform that powers voice, video, messages, meetings, and an omnichannel contact center—across all your devices.