We performed a comparison between Cisco Webex Contact Center and Five9 based on real PeerSpot user reviews.
Find out in this report how the two Contact Center as a Service (CCaaS) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The central management tool, Control Hub, holds significant value for the management team."
"I rate the product's scalability a ten out of ten."
"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."
"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."
"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 tool enables easier management."
"Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"With the solution, I face issues when trying to use the screen share option."
"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."
"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."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"The knowledge base of their support is not as strong as the IVR build."
"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..."
"Five9 has an active-passive high-availability model. I would prefer active-active."
Cisco Webex Contact Center is ranked 4th in Contact Center as a Service (CCaaS) with 2 reviews while Five9 is ranked 2nd in Contact Center as a Service (CCaaS) with 20 reviews. Cisco Webex Contact Center is rated 9.6, while Five9 is rated 8.6. The top reviewer of Cisco Webex Contact Center writes "A low-priced product that offers great scalability options". 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 Webex Contact Center is most compared with Amazon Connect, Cisco Finesse, NICE CXone, Genesys Cloud CX and TTEC Humanify, whereas Five9 is most compared with Amazon Connect, Genesys Cloud CX, 8x8 Contact Center, NICE CXone and Cisco Contact Center Enterprise. See our Cisco Webex Contact Center vs. Five9 report.
See our list of best Contact Center as a Service (CCaaS) vendors.
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