Home > Call Center Software > Five9 > Five9 vs VICIdial

Five9 vs VICIdial

Last Updated: November 18th, 2024

Our analysts compared Five9 vs VICIdial 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.

VICIdial is an open-source contact center solution designed to efficiently manage inbound and outbound calls. It’s well-suited for businesses of all sizes that need to handle high volumes of customer interactions. The software offers features such as automatic call distribution, predictive dialing and real-time monitoring, and helps enhance productivity and streamline operations.

Users appreciate its suite of business-specific features, cost-effectiveness and the ability to customize reports and dashboards. Contact the vendor for information on pricing.

$100/User, Monthly

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$400 Monthly

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Small

Medium

Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

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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.

Integrate Easily: Integrate all of your customer interactions in one place, whether they're from your phone system, CRM or messaging apps. Connect with popular CRMs like Zoho and Salesforce through Dialerking.
Improve Productivity and Efficiency: Use the predictive calling feature to tell your agents who to call and when to call them. This way, they won't have to waste time searching for phone numbers or making calls manually.
Ensure Compliance: Follow FTC and FCC rules for dropped calls, caller ID, call abandon features and filtering out cell phones in the USA, and OFCOM rules for dropped calls in the UK.
Provide Better Customer Service: Know what your customers want and when they want it so you can offer them the right products and services at the right time. Use predictive calling to let your customers know who's calling before they pick up the phone so they’re ready to talk.
Gather Insights: Access real-time reports on business KPIs that help you track your team's progress and make smart decisions to improve your sales and marketing.

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.

Customizations: Customize reports, languages and dialing methods, and connect the platform to other tools you use, like your lead management system or CRM. Create a customized phone menu (IVR) and import/export data easily.
System Integration: Integrate with a suite of applications, special reporting tools and ERP systems.
Hosting: Use features designed specifically for call centers, such as custom-built servers to handle network load, tools to clean up phone number lists, strong data encryption to keep information safe and soundboards to help your agents sound their best.
Scalable Hardware: Scale easily to accommodate increasing availability and capacity demands with hardware options that fit call centers of all sizes.
- SMB Hardware: Perfect for small to medium call centers. Built with quality parts and comes in different sizes to fit your office space, and can handle up to 25 outbound agents or 40 inbound agents.
- Enterprise Hardware: Built for high volume and can handle up to 1,000 outbound or 1,500 inbound agents.
- Accessories: Include cards for phone lines, tools for better sound quality and devices to keep everything running smoothly.
Skill-Based Routing: Send calls and emails to agents who have the right skills to handle them to help customers quickly and efficiently.
Integrated Call Recording: Record all calls to your agents automatically with VICIDial's call recording feature. Choose when to start and stop recording with agent control, and record three-way calls, even if your agent drops off. Store all recordings safely and access them easily from the product website.
Web-Configurable IVRs and Voicemail Boxes: Build multi-level phone menus (IVRs) with hundreds of options, time-based choices and customer response tracking through the Administrative website. Connect with your own systems to create dynamic IVRs that give callers updates on their orders and shipments, and let them pay by phone.
Internal Chat and Broadcast Messaging: Send messages from managers to agents and allow responses with VICIhost. Have group chats with multiple agents in the same chat window, and communicate with agents, even during calls, with Internal Chat and Whisper monitoring.

Product Ranking

#4

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#44

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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.

93%

of users recommend this product

VICIdial has a 'excellent' User Satisfaction Rating of 93% when considering 311 user reviews from 3 recognized software review sites.

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4.6 (16)

3.7 (185)

4.3 (36)

4.2 (373)

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4.7 (259)

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.

Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.

Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.

Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.

Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.

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.

Setup Needs: Getting started requires setting up computers, software and networks.

Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.

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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FAQ

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