"This solution provides uni-channel Service support and is fully integrated with our DB."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"The product’s IVR script editor is very easy and simple to use."
"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."
"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."
"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."
"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."
"This solution could be improved with better support for higher education and healthcare."
"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."
"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."
"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."
"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."
"It would be ideal if they could combine the tools into one suite."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"The SMS feature could use some improvement as far as the opt-out process goes."
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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