Dialpad WFM vs Five9 Interaction Analytics
Dialpad WFM
wfm.dialpad.com
Five9 Interaction Analytics
five9.comSide by side
| Figure | Dialpad WFM | Five9 Interaction Analytics |
|---|---|---|
| Price from | — | $119/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 1 | 5 |
| Spec score · Call Center Workforce Management Software | 8.3 (#5) | 8.1 (#7) |
| Founded | Dialpad was founded in 2011. | 2001 |
| Headquarters | San Ramon, California, USA | San Ramon, California, USA |
| Purpose | Dialpad WFM forecasts contact demand, schedules shifts, and tracks agent performance for contact centers. | Five9 Interaction Analytics analyzes captured voice and digital interactions to help understand customer experience and agent performance. |
| Reporting | Reporting includes utilization, time and adherence, timesheet exports, shrinkage analysis and agent distribution. | Trend and root cause tools include automatic topic identification, trend reports and dashboards, word cloud visualization, and statistical comparison. |
Plans
Five9 Interaction Analytics
- Digital$119 a month
- Core$159 a month
- EnterprisePriced on request
- PlusPriced on request
- ProPriced on request
In their own words
Dialpad WFM
Dialpad WFM is workforce management software for contact centers. It forecasts demand across queues, inboxes, and channels, then schedules shifts around operational needs. Forecasts use 12 months of historical voice and SMS data from a connected Dialpad account; for supported customer-service integrations, they typically take around 72 hours to generate. Its dashboard refreshes every minute with agent activity and queue coverage, and lets teams edit schedules and redeploy agents. Reports cover adherence, occupancy, and productivity when integrations are set up and schedules are published. The product supports intraday management, skills-based scheduling, and agent self-service. Listed service integrations include Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk. Calendar tools include time-off integration and one-way Outlook syncing into WFM. Dialpad says the software can see contact volumes but not message content, which is redacted during collection. It runs on Android, iOS, macOS, web, and Windows, with cloud deployment and APIs for schedule and performance data. Pricing is on request.
Five9 Interaction Analytics
Five9 Interaction Analytics has no write-up on Specifiction yet; its figures are above.