27 DIFFERENCES · 20 THE SAME
Five9 vs Zoom Contact Center
Last verified
Both qualify for
Differences 27
| Field | Five9 | Zoom Contact Center |
|---|---|---|
| OVERVIEWTool types | Contact center (CCaaS), Outbound dialer | Contact center (CCaaS) |
| OVERVIEWQualifying use cases | 5 | 2 |
| COSTTrue monthly cost (low) | Custom quote (public estimates $119 to $159 per user / month, 4 sources) | €283 at 5 users |
| COSTTrue monthly cost (mid) | Custom quote (public estimates $119 to $159 per user / month, 4 sources) | €1,415 at 25 users |
| COSTTrue monthly cost (high) | Custom quote (public estimates $119 to $159 per user / month, 4 sources) | €5,658 at 100 users |
| COSTPricing model | Custom Quote | Per User Month |
| COSTPlans | Essentials, Premium, Elite | |
| COMPLIANCEHipaa Baa | Yes | unknown |
| COMPLIANCEStir Shaken | Yes | unknown |
| INTEGRATIONSIntegrations | Salesforce, Servicenow, Microsoft Dynamics, Oracle, Zendesk, Epic, Microsoft Teams, Zoom, Ringcentral, Verint, Calabrio | Salesforce, Zendesk, Servicenow |
| FEATURESAI voice agent for outbound and inbound | Included | Not tracked |
| FEATURESCall queues | Not tracked | Included |
| FEATURESTransfers calls to staff | Included | Not tracked |
| FEATURESEmail channel | Included | Higher tier |
| FEATURESVolume forecasting | Included | Higher tier |
| FEATURESInternational numbers | Not tracked | Add-on |
| FEATURESLocal numbers | Not tracked | Add-on |
| FEATURESMobile softphone app | Not tracked | Included |
| FEATURESOutbound IVR calls | Not tracked | Add-on |
| FEATURESPower dialer | Included | Not tracked |
| FEATURESPredictive dialer | Included | Not tracked |
| FEATURESQA scorecards | Included | Add-on |
| FEATURESAgent scheduling | Included | Higher tier |
| FEATURESSpeech recognition in IVR | Included | Not tracked |
| FEATURESToll-free numbers | Not tracked | Included |
| FEATURESWhatsApp Business Platform access | Included | Higher tier |
| FEATURESWhisper and barge | Included | Not tracked |
The same on both 20
| Field | Five9 | Zoom Contact Center |
|---|---|---|
| RELIABILITYIncidents (90 days) | — | — |
| RELIABILITYUptime (90 days) | — | — |
| COMPLIANCESoc2 Type2 | Yes | Yes |
| COMPLIANCEPci Dss | Yes | Yes |
| COMPLIANCEData Residency | unknown | unknown |
| COVERAGENumber countries | — | — |
| COVERAGESMS countries | — | — |
| FEATURESSends call summaries | Included | Included |
| FEATURESCall transcription | Included | Included |
| FEATURESWeb chat channel | Included | Included |
| FEATURESNative CRM integration | Included | Included |
| FEATURESSigns a HIPAA BAA | Included | Included |
| FEATURESMulti-level IVR menus | Included | Included |
| FEATURESLive call monitoring | Included | Included |
| FEATURESOne agent inbox for voice, chat and email | Included | Included |
| FEATURESPCI DSS compliant | Included | Included |
| FEATURESSentiment analysis | Included | Included |
| FEATURESSkills-based routing | Included | Included |
| FEATURESSpeech analytics | Included | Included |
| FEATURESReal-time queue wallboards | Included | Included |