Cisco Unified Contact Center Enterprise vs Five9 comparison

Cisco and Five9 are both solutions in the Contact Center Infrastructure category. Cisco is ranked #2, while Five9 is ranked #1 with an average rating of 8.5. Cisco holds a 28.3% mindshare in CCI, compared to Five9’s 9.7% mindshare. Additionally, 100% of Cisco users are willing to recommend the solution, compared to 100% of Five9 users who would recommend it.

Cisco Unified Contact Cent...

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100% willing to recommend

Five9

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147 Comparison Views

100% willing to recommend

Cisco Unified Contact Cent...

Five9

Categories and Ranking

Cisco Unified Contact Cent...

Ranking in Contact Center Infrastructure

2nd

Average Rating

9.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Five9

Ranking in Contact Center Infrastructure

1st

Average Rating

8.6

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (2nd), Sales Force Automation (4th), Contact Center as a Service (CCaaS) (3rd)

Mindshare comparison

As of October 2024, in the Contact Center Infrastructure category, the mindshare of Cisco Unified Contact Center Enterprise is 28.3%, down from 32.3% compared to the previous year. The mindshare of Five9 is 9.7%, up from 8.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Infrastructure

Featured Reviews

Waqas Amin

Sr. Cisco Collaboration Presales Engineer at IST Networks

Jan 27, 2016

The ease of integration and documentation are valuable features.

Usability Ease of integration Security Perfection Documentation Some usability issues need to be improved. I've used it for three years. There were no issues with the deployment. This is the stand-out point with Cisco CC. It's very stable. Cisco provides cost effective options for migration…

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Devan Baucom

Director of Contact Center Solutions at Invoca

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.

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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:

Pricing and Cost Advice

Information not available

"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's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"I prefer Five9's licensing model."

"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."

"Five9 is reasonable."

"The product's pricing is flexible and reasonable."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

26%

Healthcare Company

13%

Manufacturing Company

11%

Financial Services Firm

Computer Software Company

16%

Financial Services Firm

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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 ...

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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...

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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.

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Comparisons

Cisco Unified Contact Center Express vs Cisco Unified Contact Center Enterprise

Compared 77% of the time

Genesys Cloud CX vs Cisco Unified Contact Center Enterprise

Compared 23% of the time

More Cisco Unified Contact Center Enterprise Competitors

Amazon Connect vs Five9

Compared 32% of the time

Genesys Cloud CX vs Five9

Compared 17% of the time

8x8 Contact Center vs Five9

Compared 17% of the time

NICE CXone vs Five9

Compared 16% of the time

Cisco Webex Contact Center vs Five9

Compared 9% of the time

More Five9 Competitors

Product Reports

No data available

Buyer's Guide

Five9

October 2024

Download Five9 product report

Also Known As

Contact Center Enterprise

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Cisco

Five9

Overview

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.

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

Cimpress, Energisa, Raiffeisen Bank

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

See our list of best Contact Center Infrastructure vendors.

We monitor all Contact Center Infrastructure reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.