Avaya Aura [EOL] vs Five9 comparison

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Avaya Aura [EOL]

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Executive Summary

We performed a comparison between Avaya Aura [EOL] and Five9 based on real PeerSpot user reviews.

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Avaya Aura [EOL]

Average Rating

10.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Five9

Average Rating

8.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (4th), Contact Center Infrastructure (1st), Sales Force Automation (8th), Contact Center as a Service (CCaaS) (4th)

Featured Reviews

David Hammel

Owner at TSV

Can enable any organization to become agile and dynamic in unified communications

We are an Avaya Platinum Business Partner The Avaya Aura platform will enable ANY organization to become agile and dynamic in unified communications. The most valuable features of this solution are its flexibility, scalability and most of all the stability. This solution needs to be made more…

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reviewer2788932

CX Intelligence Analytics at a healthcare company with 1,001-5,000 employees

Advanced call routing has enabled complex CRM-driven workflows but reporting still needs improvement

The complex call routing capabilities were valuable. I was able to set up fairly complex call routing, capturing data via internal IVR for potential customers' geography and then conducting lookups to determine which skill to route calls to. I also set up complex rollover, so if the first person could not answer, callers would wait a specified number of seconds hoping they would become available, and if they did not, the call would roll over to the next person. I was able to set up fairly complex integrations between our CRM and leverage that data for complex call routing, and it worked well. The integration and call routing both performed well.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable features of this solution are its flexibility, scalability and most of all the stability."

"The reporting is the most valuable feature in Five9."

"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."

"The product’s IVR script editor is very easy and simple to use."

"Five9 is extremely easy to manage and maintain."

"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."

"I rate the overall Five9 solution a nine out of ten."

"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 reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."

More Five9 pros

Cons

"This solution needs to be made more cloud-centric."

"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..."

"I would like to have a Five9 supervisor app that can be used on a smart phone, so I can have more accessibility while in transit."

"Integration with third-party solutions can be difficult and has room for improvement."

"There are several audio issues that need attention. Whenever I disconnect a headset after connecting to the VDI, the station connection in Five9 disconnects automatically, requiring a VMware restart."

"For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch"

"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."

"Downtime happens occasionally, about two days a month, likely because of heavy usage by many agents, but I have not faced that issue as a supervisor."

"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."

More Five9 cons

Pricing and Cost Advice

Information not available

"Five9 is reasonable."

"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."

"The cost is not at the lower end of the market, but it's worth it."

"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."

"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."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

More Five9 pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

13%

Manufacturing Company

11%

Insurance Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	7
Large Enterprise	7

Questions from the Community

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What needs improvement with Five9?

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the reporting was not great previously.

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What is your primary use case for Five9?

I was using Five9 in the senior living space.

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What advice do you have for others considering Five9?

I was a Workforce Management Director in that role at that time. I would note that I have no experience with CXone, only IEX. As a telephony platform, Five9 served my needs. My overall review ratin...

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Comparisons

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NEC UNIVERGE UC&C Contact Center vs Avaya Aura [EOL]

Compared 14% of the time

Vocalcom Hermes.Net vs Avaya Aura [EOL]

Compared 9% of the time

Mitel Contact Center Solutions vs Avaya Aura [EOL]

Compared 8% of the time

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Genesys Cloud CX vs Five9

Compared 9% of the time

Amazon Connect vs Five9

Compared 8% of the time

Cisco Unified Contact Center Enterprise vs Five9

Compared 6% of the time

Cisco Webex Contact Center vs Five9

Compared 6% of the time

Talkdesk vs Five9

Compared 6% of the time

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Product Reports

Contact Center Infrastructure

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Overview

Avaya Aura is our core communications platform delivering company-wide, people-centric collaboration and supporting full unified communications and contact center solutions for midsize to large enterprises.

Avaya

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.

Sample Customers

San Jose Earthquakes, Landmark Bank, InterContinental Davos, Tata Technologies, Sun Life Financial, SR Technics, Gepin Contact, Hampshire County Council, Niagara College, BC Hydro

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Contact Center Infrastructure