"This solution provides uni-channel Service support and is fully integrated with our DB."
"The product’s IVR script editor is very easy and simple to use."
"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."
"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."
"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."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"The tool enables easier management."
"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."
"This solution could be improved with better support for higher education and healthcare."
"Integration with third-party solutions can be difficult and has room for improvement."
"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."
"Maintaining the original DNS on Five9 across campaigns is difficult."
"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."
"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..."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
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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