Cisco Webex Contact Center vs Five9 comparison

Cisco Webex Contact Center

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Executive SummaryUpdated on Jul 14, 2024

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.

To learn more, read our detailed Cisco Webex Contact Center vs. Five9 Report (Updated: December 2024).

Cisco Webex Contact Center vs. Five9

December 2024

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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

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

4th

Average Rating

9.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Five9

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.6

Reviews Sentiment

8.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (2nd), Contact Center Infrastructure (1st), Sales Force Automation (4th)

Mindshare comparison

As of January 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 12.2%, down from 16.8% compared to the previous year. The mindshare of Five9 is 17.2%, up from 13.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS)

Featured Reviews

ESTEE Gabriel Carpio

Senior Solutions Architect at TechConek Philippines Inc.

Good for telecommuting and distance communication

The initial setup is straightforward. It depends on the complexity of the client setup, but one to two days is enough for a typical 10-15 users. For Cisco, we handle it as a freelance setup, using an external consultant. The headcount varies depending on the complexity of the client's integration needs. A typical small setup usually involves four to six technical staff.

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Devan Baucom

Director of Contact Center Solutions at Invoca

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:

Pros

"I rate the product's scalability a ten out of ten."

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

"The central management tool, Control Hub, holds significant value for the management team."

"It helped reduce costs in our organization. We've saved on staffing and we've saved on software by 10% to 15%."

"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."

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

"I'm interested in all the features we're using and the reporting that's needed to get them up and running."

"I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."

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

"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."

More Five9 pros

Cons

"With the solution, I face issues when trying to use the screen share option."

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

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

"Five9 has an active-passive high-availability model. I would prefer active-active."

"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."

"Five9's stability needs to be improved."

"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."

"It would be ideal if they could combine the tools into one suite."

"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."

"The reporting could be a bit better."

More Five9 cons

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

"I prefer Five9's licensing model."

"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."

"Five9 is reasonable."

"The product is not the most expensive, but it's not cheap."

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"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 expensive, but most companies would find that using it is worth the cost."

"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."

More Five9 pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

20%

Healthcare Company

11%

Financial Services Firm

11%

Government

Computer Software Company

15%

Financial Services Firm

12%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Cisco Webex Contact Center?

The central management tool, Control Hub, holds significant value for the management team.

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

Webex is delivered through both the department and distributors. The cost depends on the distributor and the complexity of the project. The cost may be lower for fully integrated systems, whereas s...

What needs improvement with Cisco Webex Contact Center?

Clients typically seek value for money. When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in ...

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.

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Genesys Cloud CX vs Five9

Compared 15% of the time

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Compared 14% of the time

TalkDesk vs Five9

Compared 4% of the time

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Product Reports

Contact Center as a Service (CCaaS)

December 2024

Download Cisco Webex Contact Center product report

Download Five9 product report

January 2025

Also Known As

CC-One, BroadSoft CC-One

No data available

Learn More

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Cisco

Overview

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:

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

AON, Office Depot, American Red Cross

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