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."
"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."
"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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"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."
"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."
"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."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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 certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."
"The knowledge base of their support is not as strong as the IVR build."
"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 has an active-passive high-availability model. I would prefer active-active."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"Five9's stability needs to be improved."
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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