8x8 Work is a collaboration hub for phone, video, and messaging. It brings secure unified communication and collaboration experiences to every employee.
$24
per month
Five9
Score 8.3 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
$119
per month
Pricing
8x8 Work
Five9
Editions & Modules
No answers on this topic
Core
$119
per month
Digital
$119
per month
Premium
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Optimum
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Ultimate
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Offerings
Pricing Offerings
8x8 Work
Five9
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Five9 offers pricing options to suit your business needs:
Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs
Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition
Annual Contracts — Reduced fee compared to monthly on-demand pricing
I believe that 8x8 Work is well-suited for any organization, whether it employs 1-2 users or thousands. It is so easy to deploy and use. We are mainly a MS Teams house, and we want our Users to use this for Meetings and Chats. The fact that 8x8 has the flexibility to disable this within the client, so that it forces our users to continue working in Teams for meetings and chats, and then use the phone element in 8x8 Work, is brilliant. Our company finds it extremely easy to use, and the fact that we have different departments using it, with each department having the ability to change their outbound CLI to reflect the area of the business they are calling from, is excellent.
We use Five9 as a tool to make and receive calls from various departments such as Customer Service, Underwriting, Claims, and others. It's a tool that has helped us complete various tasks to contact our customers. It has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers. It's a good tool with an easy-to-use interface for new users.
The service is so good and they give very efficient support in customer need.
The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.
The auto attendant has built in text-to-speech, but this same engine should be put to use for individual and ring group voicemail messages.
Call forwarding in the mobile app should be relocated for easier access. Instead it's buried somewhere under the generic "account settings"
The default user template disables voicemail text transcription. Why???
One fax number should be accessible by app for more than 1 user. Responsibility for faxes is usually distributed among a few people in a typical small office setting.
Ability to receive and send SMS messages from a shared "main company number" would be awesome. Ability to assign this to certain users would rock!
Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.
All our employees love this product. No one has ever had an issue, whether it be the phone or fax. Great during the winter when employees have to work from home because of the snow. Never had an issue with the phone app. Highly recommend this product
I'm not using it to its full capacity like a Zoom or teams Workspace. I use the service for phone calls, hate application on my cellphone and the voicemail apparatus. This we like because it gives us the feel of a large firm when we aren't.
overall usability is very great. User friendly interface for agents within the Salesforce with the engage button. Easy to go offline and online. Very good Integrations with Salesforce helps lot of clients that implemented Salesforce. As it is cloud based, agents can access it from anywhere. While the agent experience is goof, as a technical person it is hard to manage with the Five9 VCC and also the reporting User Interface is bad and slow when there are large amount of records.
As mentioned before, we have not had an outage with the phone system per say, There was an issue with the call center where we did have an outage, but it was quickly and promplty handled by 8x8 support, they got us up and going again within 24 hours. The 8x8 hard phone and softphone side of things have been rock solid, I couldn't ask for anything more seeing we are in health care and it's exactly what we were looking for. When and if there is an issue 99% of the time it's user error
None of the features that are available slow down the application. The reports (even the ones with hundreds of records) complete very quickly and the web interface as well as the mobile application never struggle to load or complete a task. The analytics will sometimes take some time to reflect the online status of users but it is to be expected due to connection speeds.
The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.
We are a USA based organization. Support was refreshingly quick (callback via phone or email, online live agents). Agents are knowledgeable, thorough in their explanations, and extremely patient when dealing with end-users at various levels of the ICT knowledge spectrum.
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group
I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.
The implementation of 8x8 X was rather smooth. We had training prior to getting the system. The IT company did a good job on the training. The whole system is wonderful. Saves me so much time with the faxing, as i can just let it go by itself and not have to make sure pages don't get skipped, as with a regular fax machine.
The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.
I prefer 8x8 Work; it has the right number of features and modes for the communication I need. I much prefer 8x8 Work meetings to zoom meetings, as it is much, much easier to transition between devices when I am on the road. 8x8 Work is also easier to manage across multiple modes of communication.
Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
At this time, we’re very happy with the pricing model that we have worked out and they have provided for us. Just be sure to do your homework, and use your comparisons to work out your cost with 8x8. They will be very straightforward with you on what they can adjust for you.
The only issue was adding licences was not via a button click but through your account admin which seems bad practice in a SaaS world as the user should be able to sign up, amend and close their account with ease
It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.
PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.
Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.
