We performed a comparison between Five9 and NICE CXone based on the reviews we collected for contact center solutions, and the below key aspects emerged:
In summary, Five9 is particularly well-suited for organizations seeking a pure cloud contact center solution with strong voice and omnichannel interaction capabilities. Meanwhile, CXone is more appropriate for complex environments that require a mix of cloud and on-premises capabilities.
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"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."
"The product’s IVR script editor is very easy and simple to use."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."
"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."
"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."
"Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."
"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"We are able to see the calls in queue and able to see if someone is available or not."
"Being able to listen in on a call, which is exceptionally good with training."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"Customer support is terrific. The team is personable, informed, and responsive."
"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."
"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes."
"Five9 Omnichannel’s UI could be improved."
"An area for improvement in Five9 is the reporting on the emails, as it's not very user-friendly. It's a bit tricky because you must manually add filters to see how many emails each agent answers."
"The knowledge base of their support is not as strong as the IVR build."
"If you have hundreds of books, the initial download is slow."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"It could improve the quality of calls."
Earn 20 points
Five9 is ranked 2nd in Workforce Engagement Management with 20 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Five9 is rated 8.6, while NICE CXone is rated 8.2. The top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Five9 is most compared with Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center and Cisco Contact Center Enterprise, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Kore.ai . See our Five9 vs. NICE CXone report.
See our list of best Workforce Engagement Management vendors and best Contact Center as a Service (CCaaS) vendors.
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