Dialpad Workforce Management vs Five9 Interaction Analytics
Dialpad Workforce Management
dialpad.com
Five9 Interaction Analytics
five9.comSide by side
| Figure | Dialpad Workforce Management | Five9 Interaction Analytics |
|---|---|---|
| Price from | $95/mo | $119/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | — | Yes |
| Plans published | 5 | 5 |
| Spec score · Contact Center Workforce Management Software | 8.1 (#11) | 8.2 (#9) |
| Founded | 2011 | 2001 |
| Headquarters | San Ramon, California, USA | San Ramon, California, USA |
| Integrations | Supported customer-service platforms include Front, Twilio, Aircall, Intercom, Salesforce, Zendesk, Dixa, Kustomer, and Talkdesk. | 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. |
| Purpose | Dialpad WFM provides forecasting, capacity planning, scheduling, adherence tracking, and performance management for contact centers. | Five9 Interaction Analytics analyzes captured voice and digital interactions to help understand customer experience and agent performance. |
| Reporting | WFM provides utilization, time and adherence, timesheet exports, shrinkage analysis, and agent distribution reporting. | Trend and root cause tools include automatic topic identification, trend reports and dashboards, word cloud visualization, and statistical comparison. |
Plans
Dialpad Workforce Management
- Dialpad Support Essentials$95 a month
- Dialpad Support Advanced$135 a month
- Dialpad Support Premium$170 a month
- Dialpad Support EnterprisePriced on request
- Dialpad Workforce Management (standalone)Priced 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
Dialpad Workforce Management
Dialpad Workforce Management (WFM) provides contact centers with demand forecasting, capacity planning, agent scheduling, adherence tracking, and performance management. It automates shift planning as contact volumes change, while managers can monitor schedule adherence in real time, review productivity across channels, and analyze behavioral trends. Scheduling supports automatic activity rotation, shift swaps, and time-off requests. Reports cover utilization, time and adherence, timesheet exports, shrinkage, and agent distribution. WFM supports demand and omnichannel forecasting, intraday management, and skills-based scheduling across phone, email, chat, SMS, WhatsApp, Facebook, Facebook Messenger, and Instagram. It is built on Dialpad's acquisition of Surfboard and brings scheduling, forecasting, and adherence tracking into Dialpad Support. Customers can use it as an add-on to Support or as a standalone product; standalone inquiries go to a Customer Success Manager. Support Essentials is $95 a month, Advanced is $135 a month, and Premium is $170 a month, with WFM available as an add-on. Forecasts typically take around 72 hours after an integration is connected.
Five9 Interaction Analytics
Five9 Interaction Analytics has no write-up on Specifiction yet; its figures are above.