We performed a comparison between Avaya IX Contact Center and Five9 based on real PeerSpot user reviews.
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms."It's scalable, it's fast, and it is very robust."
"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."
"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."
"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."
"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."
"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."
"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."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"Its scalability means that it is not a simple 'install and forget' setup."
"Five9 has an active-passive high-availability model. I would prefer active-active."
"The SMS feature could use some improvement as far as the opt-out process goes."
"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 reporting could be a bit better."
"Five9 Omnichannel’s UI could be improved."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"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."
Earn 20 points
Avaya IX Contact Center is ranked 5th in Contact Center Platforms while Five9 is ranked 3rd in Contact Center Platforms with 20 reviews. Avaya IX Contact Center is rated 10.0, while Five9 is rated 8.6. The top reviewer of Avaya IX Contact Center writes "Offers scalability that will grow with the needs of our business". 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". Avaya IX Contact Center is most compared with Aspect Via, Genesys Cloud CX and Amazon Connect, whereas Five9 is most compared with Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone.
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