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Five9 vs Plivo

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Our analysts compared Five9 vs Plivo 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.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Five9 Software Tool
SelectHub Award Winner
Plivo Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

86 Detailed Analysis

User Sentiment

Great User Sentiment (615 Reviews)

Analyst Rating

we're gathering data
Detailed Analysis

User Sentiment

Excellent User Sentiment (578 Reviews)
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.
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Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.
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Product Assistance

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Live Online
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Email
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FAQ
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Knowledge Base
24/7 Live Support
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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. 
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  • Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily) 
  • Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call. 
  • Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information. 
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  • 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. 
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  • SMS API 
    • Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support. 
    • Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks. 
    • Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts. 
    • Messaging Queuing: Send multiple messages in a single API request. 
    • MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number. 
    • Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days. 
    • Data Protection: Get access to disable mask phone numbers and logging to protect personal information. 
    • Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries. 
    • Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically. 
    • Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters. 
    • Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time. 
    • Conversion API: Ensure the best delivery with real-time feedback from the application. 
    • Local Match: Access a local number to send messages to users from different regions to improve read rates. 
  • Voice API 
    • Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold. 
    • Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly. 
    • Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default. 
    • Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones. 
    • Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input. 
    • Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality. 
    • IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR). 
    • Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences. 
    • Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls. 
    • Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent. 
    • Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly. 
    • Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions. 
    • Platform Queuing: Make several inbound calls with a single API request. 
    • Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API. 
    • Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes. 
    • Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang 
    • Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates. 
  • Zentrunk 
    • IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security. 
    • Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS). 
    • Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account. 
    • Self-Service: Easily manage and access account analytics, SIP trunks and logs. 
    • Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain. 
  • Phone Numbers 
    • Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types. 
    • Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels. 
  • Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request. 
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Product Ranking

#4

among all
Call Center Software

#31

among all
Call Center Software

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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

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Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 78 70 98 100 100 88 100 71 100 0 25 50 75 100
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User Sentiment Summary

Great User Sentiment 615 reviews
Excellent User Sentiment 578 reviews
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.

90%
of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 recognized software review sites.

3.7 (185)
4.5 (419)
4.2 (373)
4.46 (78)
n/a
4.5 (76)
4.5 (15)
3.7 (3)
4.0 (42)
4.0 (2)

Awards

SelectHub research analysts have evaluated Five9 and concluded it earns best-in-class honors for Dialers and Workforce Management.

Dialers Award
Workforce Management Award

Plivo stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

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.
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Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.
Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.
Customization: The product offers rich customization capabilities according to 100% of users.
Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.
User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.
API: The product offers an easy and well-documented API according to 100% of users.
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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.
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Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.
Documentation: More than 80% of users said that documentation is very detailed and tedious.
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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!

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Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

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Screenshots

Top Alternatives in Call Center Software

Amazon Connect
Avaya
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CallHippo
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CXone
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TalkDesk
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Zendesk Talk

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Head-to-Head Comparison

Five9 VS Amazon Connect
Five9 VS Avaya
Five9 VS Bright Pattern
Five9 VS CXone
Five9 VS CallHippo
Five9 VS Cisco Contact Center
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Five9 VS Genesys Cloud CX
Five9 VS RingCentral Contact Center

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