We performed a comparison between Five9 and NICE CXone based on the reviews we collected for contact center solutions, and the below key aspects emerged:
In summary, Five9 is particularly well-suited for organizations seeking a pure cloud contact center solution with strong voice and omnichannel interaction capabilities. Meanwhile, CXone is more appropriate for complex environments that require a mix of cloud and on-premises capabilities.
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"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'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."
"The product’s IVR script editor is very easy and simple to use."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"Being able to listen in on a call, which is exceptionally good with training."
"Customer support is terrific. The team is personable, informed, and responsive."
"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
"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..."
"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."
"The SMS feature could use some improvement as far as the opt-out process goes."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"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..."
"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."
"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."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
"inContact should offer a way to send faxes."
"If you have hundreds of books, the initial download is slow."
"One of the biggest missing pieces is a link checker."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"It could improve the quality of calls."
"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."
Earn 20 points
Five9 is ranked 2nd in Workforce Engagement Management with 20 reviews while NICE CXone is ranked 4th in Workforce Engagement Management. Five9 is rated 8.6, while NICE CXone is rated 8.2. The top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and Cisco Contact Center Enterprise, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Kore.ai . See our Five9 vs. NICE CXone report.
See our list of best Workforce Engagement Management vendors and best Contact Center as a Service (CCaaS) vendors.
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