Avaya IX Contact Center vs Five9 comparison

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Executive Summary

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 and others in Contact Center Platforms.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It's scalable, it's fast, and it is very robust."

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"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels.""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 reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good.""It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%.""I'm interested in all the features we're using and the reporting that's needed to get them up and running.""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 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."

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Cons
"Its scalability means that it is not a simple 'install and forget' setup."

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"It would be ideal if they could combine the tools into one suite.""Five9's stability needs to be improved.""The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions.""Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one.""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...""Five9 has an active-passive high-availability model. I would prefer active-active.""The SMS feature could use some improvement as far as the opt-out process goes.""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."

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Pricing and Cost Advice
  • "Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."
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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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    Questions from the Community
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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 our different categories of leads. We attack some people more aggressively, but… 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 limitation I can think of is that I'm always looking backward and can't look forward… more »
    Top Answer:We are a contact center for a construction remodeling company using Five9 for all outbound and inbound calling as well as the controls and handles our cadencing and lead flows. It helps us determine… more »
    Ranking
    5th
    Views
    552
    Comparisons
    488
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    2nd
    Views
    799
    Comparisons
    512
    Reviews
    16
    Average Words per Review
    1,219
    Rating
    8.6
    Comparisons
    Also Known As
    Avaya Call Center, Avaya Intelligent Xperiences Contact Center
    Learn More
    Overview

    Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

    • Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers.
    • Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
    • Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
    • Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.

    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.

    Sample Customers
    RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos
    Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company14%
    Financial Services Firm13%
    Wholesaler/Distributor9%
    Government7%
    REVIEWERS
    Insurance Company20%
    Manufacturing Company13%
    Non Profit13%
    Computer Software Company13%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm12%
    Healthcare Company7%
    Manufacturing Company7%
    Company Size
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise10%
    Large Enterprise73%
    REVIEWERS
    Small Business35%
    Midsize Enterprise41%
    Large Enterprise24%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise15%
    Large Enterprise58%
    Buyer's Guide
    Five9 vs. Genesys Cloud CX
    March 2024
    Find out what your peers are saying about Five9 vs. Genesys Cloud CX and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Avaya IX Contact Center is ranked 5th in Contact Center Platforms while Five9 is ranked 2nd in Contact Center Platforms with 19 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, Genesys Cloud CX and Cisco Finesse, whereas Five9 is most compared with Amazon Connect, Cisco Webex Contact Center, Genesys Cloud CX, NICE CXone and 8x8 Contact Center.

    See our list of best Contact Center Platforms vendors.

    We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.