Introducing G2.ai, the future of software buying.Try now
Compare Five9 Intelligent Cloud Contact Center Platform and Twilio Flex 
Featured Products
Sponsored
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
8x8 Work
Visit Website
At a Glance
Market Segments
Mid-Market (57.0% of reviews)
Small-Business (34.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Five9 Intelligent Cloud Contact Center Platform
Star Rating
(572)4.1 out of 5
Market Segments
Mid-Market (57.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Five9 Intelligent Cloud Contact Center PlatformTwilio Flex
Star Rating
(34)4.1 out of 5
Market Segments
Small-Business (34.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Twilio FlexSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Five9 excels in its Automatic Call Distribution feature, scoring a high 9.0, which allows for efficient call routing based on agent availability and skill set. In contrast, Twilio Flex, while still strong, has a slightly lower score of 8.4 in this area, indicating that Five9 may provide a more seamless experience for managing incoming calls.
- Reviewers mention that Five9's Call Monitoring feature is rated at 8.9, providing robust tools for supervisors to oversee agent performance. Twilio Flex, however, has a lower score of 8.3, suggesting that its monitoring capabilities may not be as comprehensive, which could impact quality assurance efforts.
- G2 users highlight that Five9's Quality Assurance features, including Evaluation and Calibration, score impressively at 8.8 and 8.5 respectively, indicating a strong focus on maintaining service quality. Twilio Flex, while competitive, has slightly lower scores in these areas, which may affect its ability to ensure consistent service quality.
- Users on G2 report that Five9's Agent Self-Service feature is rated at 8.2, allowing agents to manage their schedules and availability effectively. In comparison, Twilio Flex scores lower at 7.4, which may limit agents' autonomy and flexibility in managing their work schedules.
- Reviewers mention that Five9's Generative AI capabilities, particularly in AI Text Generation, are rated at 4.8, which may not meet the expectations of users looking for advanced AI features. Twilio Flex, however, has a higher score of 6.6 in AI Text-to-Speech, indicating a stronger offering in this area that could enhance customer interactions.
- Users say that Five9's Workforce Management features, particularly in Agent Availability and Skills Management, score well at 8.7 and 8.8 respectively, providing a solid framework for managing agent performance. Twilio Flex, while still effective, has slightly lower scores in these areas, which may impact overall workforce efficiency.
Pricing
Entry-Level Pricing
Five9 Intelligent Cloud Contact Center Platform
No pricing availableTwilio Flex
No pricing availableFree Trial
Five9 Intelligent Cloud Contact Center Platform
No trial information availableTwilio Flex
No trial information availableRatings
Meets Requirements
8.4
474
8.3
25
Ease of Use
8.4
483
8.2
25
Ease of Setup
8.0
342
7.2
9
Ease of Admin
8.0
292
7.5
8
Quality of Support
8.3
456
8.2
23
Has the product been a good partner in doing business?
8.6
291
8.6
7
Product Direction (% positive)
7.4
470
7.1
24
Features by Category
Ticket and Case Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
6.7
6
Not enough data
7.9
56
Not enough data
9.2
8
Not enough data
8.3
7
Not enough data
8.3
8
Not enough data
8.6
7
Not enough data
Dialing Options
9.0
142
|
Verified
Not enough data
8.9
136
|
Verified
Not enough data
6.7
7
Not enough data
Agent Tools
8.9
120
|
Verified
Not enough data
8.7
132
|
Verified
Not enough data
8.9
144
|
Verified
Not enough data
Automation
8.4
124
|
Verified
Not enough data
8.8
122
|
Verified
Not enough data
8.5
116
|
Verified
Not enough data
Agentic AI - Auto Dialer
5.4
8
Not enough data
5.8
8
Not enough data
AI Capabilities - Auto Dialer
3.7
5
Not enough data
3.3
5
Not enough data
3.3
5
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Design
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
8.5
50
Not enough data
8.4
49
Not enough data
8.5
51
Not enough data
Engagement
8.5
48
Not enough data
8.4
54
Not enough data
8.5
49
Not enough data
Performance
8.7
52
Not enough data
8.9
50
Not enough data
Generative AI
6.1
11
Not enough data
6.4
11
Not enough data
Channels
8.9
215
|
Verified
Not enough data
7.5
164
|
Verified
Not enough data
7.9
160
|
Verified
7.7
5
|
Verified
7.4
155
|
Verified
Not enough data
7.5
164
|
Verified
Not enough data
Generative AI
6.1
53
Not enough data
Functions
8.8
244
|
Verified
8.3
16
|
Verified
8.8
247
|
Verified
8.2
17
|
Verified
8.7
222
|
Verified
8.6
14
|
Verified
8.1
156
|
Verified
Not enough data
8.7
186
|
Verified
Not enough data
8.8
206
|
Verified
Not enough data
8.8
203
|
Verified
7.3
5
8.6
183
|
Verified
Not enough data
Agentic AI - Contact Center
5.9
28
Not enough data
6.9
30
Not enough data
Feature Not Available
Not enough data
6.5
29
Not enough data
Administrative
8.2
222
|
Verified
8.2
15
|
Verified
8.7
239
|
Verified
8.6
11
|
Verified
8.3
251
|
Verified
8.1
16
|
Verified
8.7
193
|
Verified
Not enough data
8.3
165
|
Verified
6.0
5
|
Verified
Compliance
8.8
58
Not enough data
8.8
61
Not enough data
8.5
56
Not enough data
Management
8.5
55
Not enough data
8.5
58
Not enough data
8.6
59
Not enough data
8.5
59
Not enough data
Integration
8.8
60
Not enough data
8.4
59
Not enough data
8.5
56
Not enough data
ServiceNow Apps
9.0
7
Not enough data
9.8
7
Not enough data
Agentic AI - ServiceNow Store Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
8.5
49
|
Verified
Not enough data
8.7
51
|
Verified
Not enough data
8.3
50
|
Verified
Not enough data
8.2
49
|
Verified
Not enough data
6.7
46
Not enough data
Administration
8.0
49
|
Verified
Not enough data
8.1
53
|
Verified
Not enough data
8.1
53
|
Verified
Not enough data
8.3
47
|
Verified
Not enough data
8.4
45
|
Verified
Not enough data
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Support Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
7.7
90
Not enough data
6.8
85
Not enough data
8.4
94
Not enough data
8.7
97
Not enough data
8.7
96
Not enough data
8.5
94
Not enough data
8.9
97
Not enough data
Generative AI
6.1
29
Not enough data
Workforce Management
9.0
91
Not enough data
9.0
91
Not enough data
Call Center Infrastructure (CCI)
6.4
12
Not enough data
8.2
11
Not enough data
7.1
12
Not enough data
6.3
12
Not enough data
Administrative
9.0
95
Not enough data
8.7
98
Not enough data
Customer Support
8.2
28
Not enough data
8.1
28
Not enough data
7.7
28
Not enough data
Automation
7.7
27
Not enough data
8.3
27
Not enough data
8.1
26
Not enough data
Artificial Intelligence
Feature Not Available
Not enough data
7.7
26
Not enough data
7.6
26
Not enough data
Generative AI
4.7
12
Not enough data
6.4
13
Not enough data
4.9
12
Not enough data
Communication
8.8
54
Not enough data
8.9
55
Not enough data
8.1
48
Not enough data
8.4
50
Not enough data
8.2
41
Not enough data
Internal Use
7.9
56
Not enough data
8.0
44
Not enough data
7.7
43
Not enough data
8.4
46
Not enough data
7.9
47
Not enough data
8.4
48
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Process
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Insight
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
5.3
6
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
AI Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Risk Management & Monitoring
Not enough data
Not enough data
Not enough data
Not enough data
AI Lifecycle Management
Not enough data
Not enough data
Access Control and Security
Not enough data
Not enough data
Collaboration and Communication
Not enough data
Not enough data
Agentic AI - AI Governance Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Basic Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Advanced Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Salesforce AppExchange Apps
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.9
8
Not enough data
7.1
8
Not enough data
Calling
9.0
12
Not enough data
8.2
11
Not enough data
8.8
11
Not enough data
9.0
12
Not enough data
9.0
12
Not enough data
Contacts
8.2
12
Not enough data
8.8
10
Not enough data
8.5
12
Not enough data
Insights
8.2
12
Not enough data
8.6
11
Not enough data
8.8
12
Not enough data
7.8
12
Not enough data
7.8
10
Not enough data
6.9
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Omnichannel Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Autonomy
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Five9 Intelligent Cloud Contact Center Platform and Twilio Flex are categorized as Contact Center, UCaaS Platforms, and Call Center Infrastructure (CCI)
Unique Categories
Five9 Intelligent Cloud Contact Center Platform is categorized as Chatbots, AI Voice Assistants, AI Customer Support Agents, Auto Dialer, Contact Center Workforce, Conversational Support, Omnichannel Commerce, Speech Analytics, ServiceNow Store Apps, Help Desk, Call Compliance, Digital Customer Service Platforms, Customer Communications Management, Live Chat, Contact Center Knowledge Base, Social Customer Service, AI Agent Builders, Proactive Notification, Salesforce AppExchange Apps, AI Governance Tools, Contact Center Quality Assurance, AI Agents For Business Operations, Outbound Call Tracking, and Customer Service Automation
Twilio Flex is categorized as VoIP Providers
Reviews
Reviewers' Company Size
Five9 Intelligent Cloud Contact Center Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Twilio Flex
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Consumer Services
8.6%
Financial Services
7.8%
Insurance
7.3%
Information Technology and Services
6.4%
Telecommunications
5.5%
Other
64.4%
Insurance
19.2%
Information Technology and Services
19.2%
Transportation/Trucking/Railroad
7.7%
Consumer Services
7.7%
Computer Software
7.7%
Other
38.5%
Alternatives
Discussions
Does five9 have a mobile app?
2 Comments
SA
No it is a software that helps connect to people outside of your countryRead more
Loyal customer call acceleration
1 Comment
KG
I'm not certain - we don't use this functionality in our business, but I'm certain that Five9 would collaborate on a solution regardless.Read more
Twilio Flex has no discussions with answers
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
