"This solution provides uni-channel Service support and is fully integrated with our DB."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"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."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"The tool enables easier management."
"This solution could be improved with better support for higher education and healthcare."
"Five9's stability needs to be improved."
"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."
"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..."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"Integration with third-party solutions can be difficult and has room for improvement."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The reporting could be a bit better."
"Five9 Omnichannel’s UI could be improved."
Earn 20 points
Cisco CCX is ranked 3rd in Contact Center Infrastructure while Five9 is ranked 1st in Contact Center Infrastructure with 20 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 Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and TalkDesk.
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