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Five9 vs CallTools

Last Updated: November 18th, 2024

Our analysts compared Five9 vs CallTools based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance.

Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.

CallTools, a cloud-based contact center solution, helps increase conversion rates and sales revenue by delivering satisfactory customer interactions. Users can monitor teams on the fly, connect with customers and access real-time analytics based on call records. Its main offerings are CallTools Predictive and CallTools Preview, each with its own set of attributes.

$100/User, Monthly

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$101.99/Agent, Monthly

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Chromebook

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Cloud

On-Premise

Mobile

Cloud

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Product Assistance

Documentation

In Person

Live Online

Videos

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Documentation

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Videos

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Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

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Knowledge Base

24/7 Live Support

Product Insights

Reliable, Secure and Scalable: Deploy new services while future-proofing business with emerging technologies such as AI. Get access to the latest capabilities through non-disruptive, no-touch and real-time upgrades.
Customer-First Approach: Focus on the technology’s usability at every point of relationship with customers with a high-touch approach leading to improved contact center results.
Extraordinary Customer Experiences: Deliver world-class customer service via routing capability. Route calls to the most appropriate agent at the right time. Put the customer’s information on the agent's desk automatically and help them resolve issues quickly.
Better Connectivity: Take advantage of pre-built integrations with CRM solutions such as Salesforce, Microsoft, Oracle, Zendesk, Velocity and NetSuite. Access a rich and extensive framework of reference UIs, REST APIs and other tools to build solutions to power experiences and results in custom environments.
Customer Engagement: Use multi-channel management applications such as recording, historical and real-time reporting, workforce management (WFM), CRM integrations and quality monitoring. Ensure that every customer is directed to the right resource at the right time with intelligent routing.

Successful Engagement With Customers: Engage better with customers with smarter campaigns. Manage campaigns for better connections with prospects and nurture contacts from the start to the end of the final interaction.
Simple User Interface: Take advantage of a user-friendly platform that starts right away and handles all aspects of interaction with clients.
Improved Call Management: Keep contacts engaged with fewer intruding or blocked contact numbers.
No-Manager Seat Cost: Get speed and reliability and simple and affordable maintenance and setup with cloud-based solutions.
Saving Money: Monitor contact center’s performance in real-time without paying extra for a manager seat.
Operate Globally: Pay zero additional fee to use the platform virtually and keep all agents connected regardless of geographical location.

Core Cloud:
- Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA).
- Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs.
- Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed.
- Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.
- CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions.
- UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges.
- APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access.
AI and Automation:
- Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly.
- Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster.
- Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times.
- Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows.
- Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals.
Employee Engagement:
- Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management.
- Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location.
- Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration.
- Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them.
- Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly.

Campaign Overview: Join or exit campaigns in a single click and track detailed synopsis of all the active drives from a single dashboard. Get complete control over setup and adjustments via a campaign table that displays start and end times and remaining leads.
Real-time Monitoring: Monitor an agent’s status, productivity, calls made and sales closed. Analyze who has the best performances and if who needs more training. Offer in-the-moment coaching by speaking with agents during live calls and taking over tough calls.
Recycling Lists: Set rules and limits for redialing lists based on time or disposition since the last call.
Contact Management: Access contact information, including notes, past call history, call dispositions and new appointments from the contact window. Keep calls organized by sorting them based on the agent who took it, length and quality.
Real-time Reporting: Stay in control of inbound and outbound call centers and track KPI progress from the reports dashboard.
Small Businesses: Get access to features such as CRM integration, list management, scalable software, screen-pops, in-house support and in-house developers to run small businesses efficiently.
Built-in Web Phone: Eliminate the use of third-party dialing applications by simply logging in. Create automatic callbacks that trigger after a set time based on the previous call experience.

Product Ranking

#4

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#20

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Analyst Rating Summary

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User Sentiment Summary

81%

of users recommend this product

Five9 has a 'great' User Satisfaction Rating of 81% when considering 615 user reviews from 4 recognized software review sites.

96%

of users recommend this product

CallTools has a 'excellent' User Satisfaction Rating of 96% when considering 189 user reviews from 3 recognized software review sites.

3.7 (185)

4.9 (22)

4.2 (373)

4.8 (86)

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4.8 (81)

4.5 (15)

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4.0 (42)

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Awards

Synopsis of User Ratings and Reviews

Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.

Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.

Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.

Customer Support: According to 75% of customers, the solution offers proactive customer service.

User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.

Easy to Use: The user interface is straightforward and easy to navigate, even for those with limited technical experience. This can lead to a shorter learning curve and faster adoption by call center agents.

Predictive Dialer: This feature helps to increase agent productivity by automatically dialing numbers and connecting agents only when a live person answers. This can save agents time and effort, allowing them to focus on having more conversations with potential customers.

CRM Integration: CallTools can integrate with popular CRM systems, which allows agents to access customer information and update records without switching between applications. This can help to improve efficiency and data accuracy.

Reporting and Analytics: CallTools provides a variety of reports and analytics that can help call center managers to track performance, identify trends, and make data-driven decisions. This information can be used to improve call center operations and achieve better results.

Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.

Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.

Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.

Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.

Limited Integrations: CallTools may not integrate seamlessly with all the tools and platforms commonly used in call centers, potentially leading to workflow disruptions and inefficiencies.

Customization Challenges: Some users find it difficult to tailor CallTools to their specific needs, especially when it comes to complex call flows or unique business processes.

Reporting Limitations: The reporting features in CallTools might not provide the level of detail and flexibility required by some call centers for in-depth analysis and performance tracking.

Learning Curve: The interface and functionalities of CallTools can have a steep learning curve for new users, potentially requiring additional training and support.

The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

CallTools has garnered a reputation for its user-friendly interface and robust call management features, making it a popular choice for businesses seeking to streamline their call center operations. Users appreciate the software's ability to automate tasks, such as call routing and recording, which can significantly improve efficiency and productivity. The open API and customizable interface allow for seamless integration with existing systems, further enhancing its appeal. However, some users have expressed concerns about the software's pricing structure, which may be a deterrent for smaller businesses or those with limited budgets. Additionally, while CallTools offers a comprehensive set of features, it may not have the same level of advanced functionality as some of its competitors, such as Five9, which could be a consideration for larger enterprises with more complex requirements. Despite these limitations, CallTools remains a solid option for businesses of all sizes due to its ease of use, scalability, and ability to improve call center performance. Its intuitive design and comprehensive feature set make it an attractive choice for businesses looking to enhance customer service, boost agent productivity, and gain valuable insights into call center operations. The software's ability to support both SIP and VoIP calls ensures compatibility with various communication systems, making it a versatile solution for modern call centers. Ultimately, CallTools is best suited for businesses that prioritize ease of use, efficiency, and a balance between features and affordability.

Screenshots

Top Alternatives in Call Center Software

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Related Categories

Auto Dialer Software

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Call Center Scripting Software

Call Center Software for Small Businesses

Call Center Workforce Management Software

Call Monitoring Software

Call Recording Software

Computer Telephony Integration Software

IVR Systems

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Predictive Dialer Software

Workforce Management Software

Auto Dialer Software

Automatic Call Distribution Software

Call Center Scripting Software

Call Center Software for Small Businesses

Call Monitoring Software

Call Recording Software

Computer Telephony Integration Software

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Predictive Dialer Software

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Head-to-Head Comparison

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FAQ

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