"This solution provides uni-channel Service support and is fully integrated with our DB."
"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 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."
"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."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"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 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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"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."
"This solution could be improved with better support for higher education and healthcare."
"Five9 Omnichannel’s UI could be improved."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"Five9's stability needs to be improved."
"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."
"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."
"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."
"Integration with third-party solutions can be difficult and has room for improvement."
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 Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and TalkDesk.
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