Five9 vs Avaya UCaaS

Talkdesk

CXone Mpower

8x8 Work

Genesys Cloud CX

Oracle Aconex

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Compare Five9 and Avaya UCaaS based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Ringover

Ringover is a 100% Cloud voice - video - chat - text and call center solution focused on team productivity and directly configurable by managers. The key: end-to-end technological control, a user-friendly interface, and support at each step.

Convoso

Convoso is a software uses advanced conversational AI to automate customer interactions for call centers. It understands complex inputs and customer intent, responding naturally in voice and text while handling tasks like scheduling callbacks, sending reminders, and qualifying leads. Unlike basic IVR systems, it engages in conversations, improving sales cycle efficiency and freeing human agents for more productive work.

DialedIn CCaaS

DialedIn is a scalable, easy-to-use CCaaS solution for any inbound, outbound or blended call center with at least five seats. They improve efficiency, optimize operations, and boost service with advanced dialing options, intelligent call routing, seamless CRM integration and real-time analytics.

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide. Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat, mobile, social and more

Activity Dashboard

Agent Interface

AI Copilot

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Appointment Management

Archiving & Retention

Auto-Dialer

Automated Routing

Automatic Call Distribution

Automatic Outbound Dialer

Blended Call Center

Callback Scheduling

Call Center Management

Call Conferencing

Call Disposition

Call List Management

Call Logging

Call Monitoring

Call Queues

Call Recording

Call Reporting

Call Routing

Call Scheduling

Call Screening

Call Scripting

Call Tagging

Call Tracking

Call Tracking Metrics

Call Transcription

Call Transfer

Campaign Management

Campaign Specific Caller ID

Chatbot

Chat/Messaging

Collaboration Tools

Computer Telephony Integration

Contact Database

Customer Database

Customer Experience Management

Customer History

Customer Segmentation

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Data Visualization

Drag & Drop

Email Management

Employee Coaching Tools

Employee Management

Employee Reward Programs

Employee Scheduling

Event Triggered Actions

FCC Compliance

Feedback Management

File Transfer

For Call Centers

For iPad Devices

FTC Compliance

Inbound Call Center

Integrations Management

Interaction Tracking

Knowledge Management

KPI Monitoring

Labor Forecasting

Lead Distribution

Lead Generation

List Management

Live Chat

Manual Dialer

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multiple Scoring Models

Multiple Scripts

Negative Feedback Management

On-Demand Recording

Online Voice Transmission

Outbound Call Center

Performance Management

Performance Metrics

Phone Key Input

Power Dialer

Predictive Analytics

Predictive Dialer

Preview Dialer

Process/Workflow Automation

Progressive Dialer

Quality Management

Queue Management

Real-Time Analytics

Real-Time Data

Real-Time Monitoring

Real-Time Notifications

Reviewers appreciate that Five9 reduces equipment and deployment costs, and they indicate it is cost-effective with reasonable pricing. Some users report the per-user pricing can be expensive, and some reviewers feel the overall value is questionable.

Value for money

Reviews for Five9 come from a wide variety of industries, including consumer services (10% of reviewers), financial services (9%), and telecommunications (8%). The most frequent use case for Five9 cited by reviewers is call center operations (71% of reviewers).

Five9

Windows

Web-based

iPad

Linux

 Digital 

Core

Premium

Optimum

Ultimate

Admissions Associate

I can do high volumes of outbound and manage inbound calls. While the interface can feel a bit complex at first, once familiarized, it becomes a powerful tool for admissions outreach

Manager

Security: Five9 offers secure cloud-based infrastructure with compliance to major standards like HIPAA & PCI-DSS, However, some users have raised concerns about connectivity issues.  

Five9 is a robust solution for business that need to manage high volumes of calls across several channels.  

WFM Manager

Some enhancements are not available in all Geos, which might cause friction into wanting to deploy new features available for the product

Technical support engineer

We are using this as a point of contact for our customers, it helps us to make the process smoother by contacting them directly.

Call stability is terrible, their servers are down all the time for extended periods of time - half the day, 10 hours+.

IT MAnager

To me, the interface can feel a bit outdated and clunky at times, and occasional call drops were frustrating.

There is no notification or option to receive the call, it directly auto receives the call, and the customer starts saying hello.

sometimes the end of call workflow doesn't work properly based on the disposition I selected

Technical Support Engineer

We are using Five9 as a cloud contact support platform to call and interact with our customers.

However, reliability issues and call quality can hinder productivity.

TRAVEL AGENT

It has its moments but overall, it is a good system for any call center to have.

Perfectly integrated with our CRM, I never need to enter a phone number manually

Clouds Ops engineer

Helps to grab real time records to see calls and chats.

Service Hub Representative

Five9 is a great cloud-based contact communication platform.

Billing Dept

Five9 was the most difficult program I have ever had to install on my desk top . And then when I closed for the night it took a mountain moved to open it up daily

After using five9 for 15years, it has declined terribly with a much much higher cost.

Its simple for making calls and respond them.

Customer service representative

There's a some of bug there's having a lagging and sometimes late a response to the customer

Web Developer

It has sophisticated routing and queueing capabilities and it has real time monitoring features.

Technical Support Specialist

If the routing set up is not properly done is possible to receive calls from certain countries with the instrument information on display belonging to a different user.

Voice mail by customers, messages are all just great features to deal.

Sometimes we saw gaps in records data as well.

Can't call a number if it's not a contact

Customer support team is really helpful and provides timely resolutions.

Admin

It provides a platform that gives different services.

Virtual Assistant

Just to mention one or two, you can be in a call and get kicked out for no reason.

Sr. Account Administrator

Great training materials provided by the company and support is easy to get a hold of as well.

Insurance sales agent

Does not track number of agents on calls very well, only shows active names, not a total # of agents.

Partner

Great company but for all around needs and functionality there are better choices

Prequalification analyst

My overall experience it was mostly as a daily user, it was really good.

Sales team supervisor 

Five9 allows remote agents and call centers alike to track their inbound calls, outbound calls, auto dial out, record those calls for quality and regulatory purposes, live monitoring, live coaching, etc.

Graphic Designer

It also doesn't have any in-built noise reduction or increasing features, so the caller audio may change call to call and cause a need for rapid audio changes depending on the call.

Amazing experience so far, great customer support, great product value and great constant improvements

The systems with integrated API require a lot of maintenance, because of the newer versions.

These are strictly confidential and the call program working right is a major factor. Whether someone is using a script or has general guidelines, the most important aspect is the call itself coming through and not dropping, Five9 is able to record audio crystal clear for later playback.

Call data tracking matters to keep tons of data secure, while giving accountability to a company should the caller divulge data like their social security number or home address.  

Integeration is easy and convinient of Five9.

Maybe integrating an AI which recognizes the phone country code?

A mature and reliable platform but loses credibility after losing the leadership position in the Magic Quadrant of Gartner for CCaaS

Tech Support Specialist

Personally I used it to keep track of my worked time and do outbound calls which were really stable and never had issues with the platform

Easy of management, reliability, good performance, Voice IVR capabilities and rich voice features

Operations Trainer

I was one of the trainers on Five 9 for our company and the fact that it just keeps improving all the time, it's very user friendly, and the reporting is spot on and easy to download

When pulling a call recording in Five9, I do wish there was a way to adjust the speed of the recording and jump to timestamps in a more efficient way.

It would be better if Five9 could add some options to keep the historical data for more time or at least select what set of data can be stored longer.

Customer service representative 

There are some features, such as end of call dispositioning, which require 2 separate clicks to complete.

Five9 vs Avaya UCaaS Comparison (2026)

Five9

Avaya UCaaS

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives