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Avaya IX Contact Center vs Five9 comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Avaya IX Contact Center
Ranking in Contact Center Platforms
6th
Average Rating
9.6
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Five9
Ranking in Contact Center Platforms
3rd
Average Rating
8.6
Number of Reviews
20
Ranking in other categories
Workforce Engagement Management (2nd), Contact Center Infrastructure (1st), Sales Force Automation (4th), Contact Center as a Service (CCaaS) (3rd)
 

Mindshare comparison

As of November 2024, in the Contact Center Platforms category, the mindshare of Avaya IX Contact Center is 5.8%, down from 10.1% compared to the previous year. The mindshare of Five9 is 15.1%, up from 10.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center Platforms
 

Featured Reviews

Abeer ELADAWY - PeerSpot reviewer
Jun 18, 2024
Provides omnichannel AI features and has good routing capabilities
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.
Devan Baucom - PeerSpot reviewer
Aug 25, 2023
Has many features, provides good technical support, is scalable, and has no downtime
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. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.

Quotes from Members

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

Pros

"It's scalable, it's fast, and it is very robust."
"The technical support services are good."
"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."
"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 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."
"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."
"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."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
 

Cons

"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."
"Its scalability means that it is not a simple 'install and forget' setup."
"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."
"I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes."
"Five9's stability needs to be improved."
"The technical support is inconsistent and has room for improvement."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"Five9 Omnichannel’s UI could be improved."
"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..."
"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."
 

Pricing and Cost Advice

"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."
"The product is not the most expensive, but it's not cheap."
"Five9 is expensive, but most companies would find that using it is worth the cost."
"The cost is not at the lower end of the market, but it's worth it."
"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."
"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."
"The product's pricing is flexible and reasonable."
"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."
"Five9 is reasonable."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
14%
Energy/Utilities Company
9%
Wholesaler/Distributor
9%
Computer Software Company
16%
Financial Services Firm
12%
Manufacturing Company
9%
Healthcare Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What needs improvement with Avaya IX Contact Center?
The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.
What is your primary use case for Avaya IX Contact Center?
The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a conta...
What advice do you have for others considering Avaya IX Contact Center?
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We h...
What do you like most about Five9?
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 ...
What needs improvement with Five9?
Five9 outages have been a concern for us. While I'm unsure of the industry benchmark, we've experienced three or four incidents in the past year, which feels excessive. Ideally, we'd see a signific...
What is your primary use case for Five9?
We used Five9 in a call center for a bike delivery company. We transitioned to a new call center but opted to keep using the Five9 software we were familiar with from our previous provider.
 

Also Known As

Avaya Call Center, Avaya Intelligent Xperiences Contact Center
No data available
 

Learn More

 

Overview

 

Sample Customers

RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos
Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
Find out what your peers are saying about Avaya IX Contact Center vs. Five9 and other solutions. Updated: October 2024.
814,763 professionals have used our research since 2012.