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Comparison Buyer's Guide
Executive Summary
Updated on Nov 16, 2023

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:

  • Ease of Deployment - Five9 offers a faster deployment due to its pure cloud architecture, while NICE CXone, with its on-prem components, requires more time for implementation. However, CXone allows for a phased migration to the cloud.
  • Key Features - Both Five9 and CXone provide robust inbound and outbound voice capabilities and omnichannel interactions, integrating AI for natural language processing, automation, and sentiment analysis. Five9 excels in self-service applications, whereas CXone offers additional strengths in workforce optimization, customer journey analytics, and superior reporting and real-time dashboards.
  • Pricing - Five9 has set per-seat pricing starting at $149/month, with bundle tiers targeting different business sizes and needs. NICE CXone customizes packages based on specific components needed, with pricing starting at $71 per agent, per month, for Digital First up to $209 for the premium Complete Suite. Both vendors provide enterprise-level options and custom quotes.
  • Support and Services - Five9's support is focused on cloud operations, while CXone caters to hybrid environments and provides technical account managers. Both offer comprehensive 24/7 phone and online support, training, and access to community forums.
  • ROI - Five9 enhances operational efficiency through rapid cloud deployment and features that boost agent productivity. CXone drives innovation across various channels with its advanced analytics and automation capabilities.

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.

Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The tool enables easier management.""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.""The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good.""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.""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 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.""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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"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.""We are able to see the calls in queue and able to see if someone is available or not.""I have found the ease of use of the ACD to be most valuable along with the inView dashboard.""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.""Being able to listen in on a call, which is exceptionally good with training.""It has the ability to edit the HTML, as well as the WYSIWYG.""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."

More NICE CXone Pros →

Cons
"The SMS feature could use some improvement as far as the opt-out process goes.""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...""Maintaining the original DNS on Five9 across campaigns is difficult.""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.""What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful.""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.""Five9's stability needs to be improved.""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."

More Five9 Cons →

"One of the biggest missing pieces is a link checker.""MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing.""It is a hassle, if you are busy and caught up with something, that it will log you out.""If you have hundreds of books, the initial download is slow.""It could improve the quality of calls.""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.""I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.""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."

More NICE CXone Cons →

Pricing and Cost Advice
  • "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 →

  • "We had a custom setup that cost us some money."
  • More NICE CXone Pricing and Cost Advice →

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    Questions from the Community
    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 »
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    Ranking
    Views
    452
    Comparisons
    291
    Reviews
    16
    Average Words per Review
    1,219
    Rating
    8.6
    Views
    805
    Comparisons
    551
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Comparisons
    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.
    8x8 Contact Center logo
    Compared 7% of the time.
    Cisco CCX logo
    Compared 5% of the time.
    Nuance IVR logo
    Compared 16% of the time.
    Genesys Cloud CX logo
    Compared 15% of the time.
    Sprinklr logo
    Compared 10% of the time.
    ServiceNow logo
    Compared 6% of the time.
    Also Known As
    NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy
    Learn More
    Overview

    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.

    NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

    The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

    • Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
    • Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
    • Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
    • Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

    Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

    CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

    Sample Customers
    Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
    Top Industries
    REVIEWERS
    Insurance Company20%
    Manufacturing Company13%
    Non Profit13%
    Computer Software Company13%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm12%
    Healthcare Company7%
    Manufacturing Company7%
    REVIEWERS
    Media Company14%
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise41%
    Large Enterprise24%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise15%
    Large Enterprise58%
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%

    Five9 is ranked 2nd in Workforce Engagement Management with 19 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 Amazon Connect, Cisco Webex Contact Center, Genesys Cloud CX, 8x8 Contact Center and Cisco CCX, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and ServiceNow.

    See our list of best Workforce Engagement Management vendors and best Contact Center as a Service (CCaaS) vendors.

    We monitor all Workforce Engagement Management 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.