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.
"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."
"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."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"The product’s IVR script editor is very easy and simple to use."
"The solution is quite user-friendly."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"Integration with third-party solutions can be difficult and has room for improvement."
"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."
"The knowledge base of their support is not as strong as the IVR build."
"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."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"Five9's stability needs to be improved."
"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."
"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.