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."
"The product’s IVR script editor is very easy and simple to use."
"The tool enables easier management."
"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."
"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."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"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."
"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."
"Five9 Omnichannel’s UI could be improved."
"The knowledge base of their support is not as strong as the IVR build."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"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's stability needs to be improved."
"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."
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 Genesys Cloud CX, Amazon Connect, 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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