We performed a comparison between Avaya IX Contact Center and Five9 based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."It's scalable, it's fast, and it is very robust."
"The tool enables easier management."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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's most critical feature is a common user interface that delivers consistent customer service across various channels."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"Its scalability means that it is not a simple 'install and forget' setup."
"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."
"Five9 Omnichannel’s UI could be improved."
"Five9's stability needs to be improved."
"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."
"The SMS feature could use some improvement as far as the opt-out process goes."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The reporting could be a bit better."
"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."
Earn 20 points
Avaya IX Contact Center is ranked 5th in Contact Center Platforms while Five9 is ranked 2nd in Contact Center Platforms with 20 reviews. Avaya IX Contact Center is rated 10.0, while Five9 is rated 8.6. The top reviewer of Avaya IX Contact Center writes "Offers scalability that will grow with the needs of our business". 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". Avaya IX Contact Center is most compared with Aspect Via, Amazon Connect and Genesys Cloud CX, whereas Five9 is most compared with Cisco Webex Contact Center, Amazon Connect, Genesys Cloud CX, 8x8 Contact Center and NICE CXone.
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