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."I rate the product's scalability a ten out of ten."
"The central management tool, Control Hub, holds significant value for the management team."
"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."
"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."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting."
"With the solution, I face issues when trying to use the screen share option."
"The reporting could be a bit better."
"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."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"Five9 Omnichannel’s UI could be improved."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"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."
"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
"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..."
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, TTEC Humanify and Genesys Cloud CX, whereas Five9 is most compared with Genesys Cloud CX, Amazon Connect, 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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