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."It's scalable, it's fast, and it is very robust."
"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."
"Its scalability means that it is not a simple 'install and forget' setup."
"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."
Earn 20 points
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.
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