VICIdial vs. Five9: When to Stay, When to Switch, and When to Optimize

Five9 is a legitimate platform. Let's get that out of the way up front. Unlike some comparisons we've written (looking at you, Convoso ), this one isn't about exposing a company that built its business on VICIdial's open-source code and then charged $165/seat for it. Five9 is a publicly traded company (NASDAQ: FIVN), an eight-time Gartner Magic Quadrant Leader for CCaaS, and a platform that processes billions of call minutes per year. They've earned their market position. But earning a market position and being the right choice for your operation are two very different things. And when you're running a 50-to-500 seat outbound or blended call center, the math between Five9 and an optimized VICIdial deployment isn't even close. This article is for the operations manager or VP of sales who's either (a) running VICIdial and wondering if Five9 is the upgrade they need, or (b) running Five9 and wondering why their per-seat costs keep climbing while their dialing flexibility keeps shrinking.