"This solution provides uni-channel Service support and is fully integrated with our DB."
"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."
"The tool enables easier management."
"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."
"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."
"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 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."
"The product’s IVR script editor is very easy and simple to use."
"This solution could be improved with better support for higher education and healthcare."
"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."
"The knowledge base of their support is not as strong as the IVR build."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The reporting could be a bit better."
"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."
"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 and Nuance IVR, whereas Five9 is most compared with Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center and TalkDesk.
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