We performed a comparison between Cisco Webex Contact Center and Five9 based on real PeerSpot user reviews.
Find out in this report how the two Contact Center as a Service (CCaaS) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The central management tool, Control Hub, holds significant value for the management team."
"I rate the product's scalability a ten out of ten."
"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"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 a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."
"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 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."
"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."
"With the solution, I face issues when trying to use the screen share option."
"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..."
"It would be ideal if they could combine the tools into one suite."
"The knowledge base of their support is not as strong as the IVR build."
"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..."
"Five9 Omnichannel’s UI could be improved."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"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 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."
Cisco Webex Contact Center is ranked 4th in Contact Center as a Service (CCaaS) with 2 reviews while Five9 is ranked 3rd in Contact Center as a Service (CCaaS) with 20 reviews. Cisco Webex Contact Center is rated 9.6, while Five9 is rated 8.6. The top reviewer of Cisco Webex Contact Center writes "A low-priced product that offers great scalability options". 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 Webex Contact Center is most compared with Amazon Connect, Cisco Finesse, NICE CXone, Genesys Cloud CX and TTEC Humanify, whereas Five9 is most compared with Amazon Connect, Genesys Cloud CX, 8x8 Contact Center, NICE CXone and Cisco Contact Center Enterprise. See our Cisco Webex Contact Center vs. Five9 report.
See our list of best Contact Center as a Service (CCaaS) vendors.
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