"This solution provides uni-channel Service support and is fully integrated with our DB."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."
"I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"What I found most valuable in Five9 is its AI feature, mainly the feature that gives AI summaries called Agent Assist, where the AI listens to the call, transcribes it, and then creates a summary at the end of the call, which has cut the ACW of agents in half."
"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."
"This solution could be improved with better support for higher education and healthcare."
"Five9 Omnichannel’s UI could be improved."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"The knowledge base of their support is not as strong as the IVR build."
"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"It would be ideal if they could combine the tools into one suite."
"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."
"The reporting could be a bit better."
Earn 20 points
Cisco CCX is ranked 3rd in Contact Center Infrastructure while Five9 is ranked 1st in Contact Center Infrastructure with 20 reviews. Cisco CCX is rated 9.0, while Five9 is rated 8.6. The top reviewer of Cisco CCX writes "Interactive voice response and automatic call distribution help to improve our customer service". On the other hand, the top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". Cisco CCX is most compared with Cisco Contact Center Enterprise, Genesys Cloud CX, NICE CXone and Nuance IVR, whereas Five9 is most compared with Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center and TalkDesk.
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