Five9 vs Twilio

June 04, 2023 | Author: Adam Levine
Five9 and Twilio are both cloud-based communication platforms that offer contact center solutions, but they have distinct differences in their offerings and approach.

Five9 is a comprehensive contact center software provider that offers a range of features including inbound and outbound voice, email, chat, and social media channels. It provides advanced routing, IVR, workforce optimization, and analytics capabilities to optimize customer interactions. Five9 is known for its scalability, reliability, and integration capabilities, offering a robust solution for organizations of all sizes.

Twilio, on the other hand, is a cloud communications platform that provides a set of APIs for developers to build custom communication applications. Twilio's flexibility and versatility allow businesses to create their own contact center solutions by leveraging APIs for voice, SMS, chat, and video. Twilio is renowned for its developer-friendly approach, extensive customization options, and the ability to integrate communication capabilities into existing applications and workflows.

One key difference between Five9 and Twilio lies in their target audience and approach. Five9 caters primarily to contact centers and organizations looking for a comprehensive, out-of-the-box solution with advanced features and capabilities. Twilio, on the other hand, appeals to businesses that require more flexibility and customization options, as it allows them to build tailored communication solutions that align with their specific requirements.

Additionally, pricing models can differ between Five9 and Twilio. Five9 often follows a subscription-based pricing structure, while Twilio operates on a usage-based model, where organizations pay for the specific communication services they utilize.

See also: Top 10 Call Center software
Call center software from Five9 is the leading cloud contact center software solution, bringing the power of the cloud to thousands of customers worldwide. Meet your customers in the channel they prefer. Whether it's the phone, web, chat, email, mobile apps, or social media, Five9 has you covered. An innovative technology layer that we call Five9 Connect powers our multichannel applications, delivering better customer engagements, faster response times and empowered agents.
Twilio powers personalized interactions and trusted global communications to connect you with customers.
Five9 vs Twilio in our news:

2021. Zoom, Five9 Scrap $14.7 Billion Deal as Investors Vote No

Zoom Video Communications Inc. and Five9 Inc. have terminated their $14.7 billion merger agreement due to a significant drop in Zoom's share price, resulting in a nearly one-third reduction in the deal's value. As a result, shareholders of Five9 rejected the offer. Zoom had intended to acquire Five9, a provider of call-center software, to enhance its widely used videoconferencing application in the face of intensifying competition. Headquartered in San Ramon, California, Five9 develops cloud-based software that utilizes artificial intelligence to assist companies in addressing customer inquiries and engaging with them irrespective of language, location, or device. According to its website, Five9 serves notable brands such as Under Armour, Citrix, Athena Health, and Lululemon.

2021. Zoom buys cloud call center firm Five9 for $14.7B

Zoom has reached an agreement to purchase cloud call centre service provider Five9 for approximately $14.7 billion. This proposed acquisition is part of Zoom's ongoing efforts to expand its range of offerings. Over the past year, the video conferencing software has introduced various office collaboration products, a cloud phone system, and an all-in-one home communications appliance. By acquiring Five9, which serves more than 2,000 customers worldwide, including Citrix and Under Armour, and handles over 7 billion minutes of calls annually, Zoom aims to enter the contact center market valued at around "$24 billion."

Author: Adam Levine
Adam is an expert in project management, collaboration and productivity technologies, team management, and motivation. With an extensive background working at prestigious companies such as Microsoft and Accenture, Adam's in-depth knowledge and experience in the field make him a sought-after professional. Currently, he has ventured into entrepreneurship, owning a thriving consulting and training agency where he imparts invaluable insights and practical strategies to individuals and organizations, empowering them to achieve their goals and maximize their potential. You can contact Adam via email