Five9 and Cisco Webex Contact Center are reliable solutions for contact center management. Based on user reviews, Cisco Webex Contact Center is considered superior due to its features, pricing, and customer support.
Features: Five9 offers robust call routing, real-time analytics, and effective workforce management tools. Cisco Webex Contact Center provides advanced AI capabilities, seamless integration with other Cisco products, and comprehensive omnichannel support.
Room for Improvement: Users suggest Five9 could improve its reporting tools, customization options, and user interface. Cisco Webex Contact Center could enhance its system by addressing latency issues, improving onboarding support, and refining its mobile application performance.
Ease of Deployment and Customer Service: Five9 is praised for swift deployment and responsive customer support. Cisco Webex Contact Center also deploys efficiently but users slightly favor Five9’s customer service for quicker resolutions.
Pricing and ROI: Five9 is noted for cost-effectiveness and positive ROI, offering significant value for money. Cisco Webex Contact Center has a higher pricing structure; however, users believe its extensive features justify the cost, leading to substantial long-term ROI.
| Product | Market Share (%) |
|---|---|
| Five9 | 14.0% |
| Cisco Webex Contact Center | 12.9% |
| Other | 73.1% |
| Company Size | Count |
|---|---|
| Small Business | 7 |
| Midsize Enterprise | 7 |
| Large Enterprise | 6 |
Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.
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:
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:
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.
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