Cisco CCX vs Five9 comparison

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833 views|751 comparisons
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278 views|174 comparisons
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Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"This solution provides uni-channel Service support and is fully integrated with our DB."

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"The product’s IVR script editor is very easy and simple to use.""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.""It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%.""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's most critical feature is a common user interface that delivers consistent customer service across various channels.""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.""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 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."

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Cons
"This solution could be improved with better support for higher education and healthcare."

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"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.""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 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 has an active-passive high-availability model. I would prefer active-active.""Five9 Omnichannel’s UI could be improved.""Integration with third-party solutions can be difficult and has room for improvement.""The reporting could be a bit better.""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."

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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."
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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
    Views
    833
    Comparisons
    751
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Views
    278
    Comparisons
    174
    Reviews
    16
    Average Words per Review
    1,219
    Rating
    8.6
    Comparisons
    Genesys Cloud CX logo
    Compared 21% of the time.
    NICE CXone logo
    Compared 8% of the time.
    Nuance IVR logo
    Compared 7% of the time.
    Cisco CVP logo
    Compared 4% of the time.
    Amazon Connect logo
    Compared 24% of the time.
    Cisco Webex Contact Center logo
    Compared 23% of the time.
    Genesys Cloud CX logo
    Compared 22% of the time.
    NICE CXone logo
    Compared 10% of the time.
    Also Known As
    CCX
    Learn More
    Overview
    Cisco Unified Contact Center Express (Unified CCX) helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels. This easy-to-deploy and easy-to-use customer interaction solution supports up to 400 agents and is designed for midmarket companies or enterprise branch offices. Secure and highly available, it supports powerful agent-based services and fully integrated self-service applications, including automatic call distributor (ACD), interactive voice response (IVR), and computer telephony integration (CTI). Cisco Unified CCX helps deliver each of your contacts to the right agent the first time. It enables this accuracy with sophisticated business rules for inbound and outbound voice, email, web chat, and customer interaction management. Cisco Unified CCX also offers numerous agent and desktop services and can scale to larger, more demanding environments.

    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
    Aegean Motorway, BC Hydro, City of Biel, Houston Methodist, Linz AG, Logicalis, London Hydro, Pirelli, SickKids Foundation, Sony Corporation, Sony Marketing (Japan) Inc.
    Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company15%
    Financial Services Firm13%
    Healthcare Company10%
    Manufacturing Company7%
    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 Business15%
    Midsize Enterprise16%
    Large Enterprise69%
    REVIEWERS
    Small Business35%
    Midsize Enterprise41%
    Large Enterprise24%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise15%
    Large Enterprise58%

    Cisco CCX is ranked 3rd in Contact Center Infrastructure while Five9 is ranked 1st in Contact Center Infrastructure with 19 reviews. Cisco CCX is rated 9.0, while Five9 is rated 8.6. The top reviewer of Cisco CCX writes "Interactive voice response and automatic call distribution help to improve our customer service". 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 CCX is most compared with Cisco Contact Center Enterprise, Genesys Cloud CX, NICE CXone, Nuance IVR and Cisco CVP, whereas Five9 is most compared with Amazon Connect, Cisco Webex Contact Center, Genesys Cloud CX, NICE CXone and Cisco Contact Center Enterprise.

    See our list of best Contact Center Infrastructure vendors.

    We monitor all Contact Center Infrastructure 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.