CommunityWFM vs Five9 Interaction Analytics
CommunityWFM
communitywfm.com
Five9 Interaction Analytics
five9.comSide by side
| Figure | CommunityWFM | Five9 Interaction Analytics |
|---|---|---|
| Price from | $20/mo | $119/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 3 | 5 |
| Spec score · Call Center Workforce Management Software | 8.8 (#4) | 8.1 (#7) |
| Founded | 2005 | 2001 |
| Headquarters | Richardson, Texas, United States | San Ramon, California, USA |
| Integrations | Listed technology partners include Amazon Connect, Avaya, Cisco Webex, Five9, Genesys, NICE inContact, RingCentral, Talkdesk, Twilio and Zoom Contact Center. | Five9 pricing lists CRM adapter options including Salesforce, ServiceNow, Dynamics, Zendesk, or Oracle, and UC options including Microsoft Teams, Zoom, RingCentral, and AT&T Office@Hand. |
| Languages | Enterprise has native support for English, Canadian French, Mexican Spanish and Brazilian Portuguese. | The product page lists 28 supported languages, language detection, multiple languages in a single interaction, and multilingual call transcription. |
| Purpose | CommunityWFM provides workforce management software for contact centers, including forecasting, scheduling, and agent availability tools. | Five9 Interaction Analytics analyzes captured voice and digital interactions to help understand customer experience and agent performance. |
Plans
CommunityWFM
- RingCentral AI Workforce Management$20 a month
- EnterprisePriced on request
- EssentialsPriced on request
Five9 Interaction Analytics
- Digital$119 a month
- Core$159 a month
- EnterprisePriced on request
- PlusPriced on request
- ProPriced on request
In their own words
CommunityWFM
CommunityWFM is cloud-based workforce management software for contact centers, with tools for forecasting, scheduling and agent availability. It dynamically forecasts and schedules agents across phone, email and chat, and supports interval forecasting, adherence tracking, intraday management, skills-based scheduling and agent self-service. Essentials is positioned for single-site centers with fewer than 100 agents; Enterprise is for larger or multi-site teams of 101 to 10,000 agents. Enterprise adds automated schedule bidding, schedule optimization and intraday re-optimization. Supervisors and agents can collaborate across channels within the software. Active customers can use the Community Everywhere app on iOS and Android to view schedules, request time off, and respond to overtime or voluntary time-off offers. Listed integrations include Amazon Connect, Genesys, Five9, RingCentral and Talkdesk; custom integrations can exchange adherence, call volume and payroll data. CommunityWFM says its cloud service runs on Amazon Web Services and undergoes annual SOC 2 Type II and GDPR-standard audits. It was founded in 2005 and is headquartered in Richardson, Texas.
Five9 Interaction Analytics
Five9 Interaction Analytics has no write-up on Specifiction yet; its figures are above.