Cisco Contact Center Enterprise vs Five9 vs Mitel Contact Center Solutions comparison

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Pricing and Cost Advice
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  • "Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at."
  • "The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9."
  • "Five9 is reasonable."
  • "Five9 is expensive, but most companies would find that using it is worth the cost."
  • "The product is not the most expensive, but it's not cheap."
  • "The product's pricing is flexible and reasonable."
  • "I'm mainly the system administrator, so I don't have information on how much Five9 costs."
  • "The cost is not at the lower end of the market, but it's worth it."
  • More Five9 Pricing and Cost Advice →

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    Top Answer:I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of… more »
    Top Answer:There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only… more »
    Top Answer:We are a contact center for a construction remodeling company using Five9 for all outbound and inbound calling as well… more »
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    Also Known As
    Contact Center Enterprise
    Contact Center Solutions
    Learn More
    Overview
    Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.

    Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

    Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

    • Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
    • IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
    • Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
    • APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
    • Flexible deployment - Public, private or hybrid cloud deployment options.

    Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

    According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

    Below are several quotes from Five9's users:

    • "Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
      Business Operations Manager, Retail Industry
    • "Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
      Contact Center Manager, Retail Industry
    • "Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
      - Customer Service Manager, E-commerce Industry

    Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

    Mitel Contact Center Solutions contact center application that helps your business to empower customers with self-service capabilities and leverage the power. Core Platforms include: MiContact Center Office designed for the MiVoice Office 250 (formerly MiVoice Office) platform, is an entry-level solution for contact centers or workgroups with up to 100 agents. MiContact Center Business is a multichannel and cloud-ready solution designed to power customer-centric organizations with up to 1,200 agents. MiContact Center Enterprise (formerly MiContact Center Solidus) is built for the MiVoice MX-ONE platform and also supports 3rd party communication servers (Cisco formally tested) and mixed estate environments. MiContact Center Enterprise is an all-in-one contact center with a single software stream for seamless growth, feature extension and deployment flexibility. Supporting up to 1,500 agents on a single system, MiContact Center Enterprise scales to 15,000 concurrent agents in a network under a resilient environment.
    Sample Customers
    Cimpress, Energisa, Raiffeisen Bank
    Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
    Centrinex, eNerds, Food for the Poor, Aerial Capital Group, The City of Charles Sturt, Subaru Canada, Canary Wharf, Niko Group, London Borough of Enfield, MedQuist, Iconstruye, Twente Region, Hand Picked Hotels, East Midlands Ambulance Service, HotelBeds
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company21%
    Healthcare Company10%
    Financial Services Firm10%
    Manufacturing Company9%
    REVIEWERS
    Insurance Company19%
    Manufacturing Company13%
    Non Profit13%
    Computer Software Company13%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm12%
    Healthcare Company7%
    Manufacturing Company7%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Comms Service Provider14%
    Government11%
    Healthcare Company9%
    Company Size
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise11%
    Large Enterprise74%
    REVIEWERS
    Small Business33%
    Midsize Enterprise39%
    Large Enterprise28%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise15%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise19%
    Large Enterprise53%