Top Rated
106 Ratings
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Score 8 out of 100
33 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Avaya Intelligent Xperiences Contact Center

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya Intelligent Xperiences Contact Center
8.7
Five9
7.9
Agent dashboard
Avaya Intelligent Xperiences Contact Center
8.8
Five9
7.0
Validate callers
Avaya Intelligent Xperiences Contact Center
8.7
Five9
8.0
Outbound response
Avaya Intelligent Xperiences Contact Center
8.7
Five9
8.0
Call forwarding
Avaya Intelligent Xperiences Contact Center
9.4
Five9
6.0
Click-to-call (CTC)
Avaya Intelligent Xperiences Contact Center
9.2
Five9
Warm transfer
Avaya Intelligent Xperiences Contact Center
8.7
Five9
7.0
Predictive dialing
Avaya Intelligent Xperiences Contact Center
8.0
Five9
8.0
Interactive voice response
Avaya Intelligent Xperiences Contact Center
8.2
Five9
REST APIs
Avaya Intelligent Xperiences Contact Center
8.5
Five9
Call scripts
Avaya Intelligent Xperiences Contact Center
8.7
Five9
Call tracking
Avaya Intelligent Xperiences Contact Center
9.1
Five9
9.0
Multichannel integration
Avaya Intelligent Xperiences Contact Center
8.8
Five9
9.0
CRM software integration
Avaya Intelligent Xperiences Contact Center
8.4
Five9
9.0

Workforce Optimization (WFO)

Avaya Intelligent Xperiences Contact Center
8.9
Five9
8.9
Inbound call routing
Avaya Intelligent Xperiences Contact Center
9.2
Five9
9.0
Omnichannel inbound routing
Avaya Intelligent Xperiences Contact Center
9.1
Five9
Recording
Avaya Intelligent Xperiences Contact Center
9.0
Five9
9.0
Quality management
Avaya Intelligent Xperiences Contact Center
9.0
Five9
8.6
Call analytics
Avaya Intelligent Xperiences Contact Center
8.7
Five9
9.0
Historical reporting
Avaya Intelligent Xperiences Contact Center
9.0
Five9
9.0
Live reporting
Avaya Intelligent Xperiences Contact Center
8.9
Five9
9.0
Customer surveys
Avaya Intelligent Xperiences Contact Center
8.5
Five9
Customer interaction analytics
Avaya Intelligent Xperiences Contact Center
8.8
Five9

Pros

Avaya Intelligent Xperiences Contact Center

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

Cons

Avaya Intelligent Xperiences Contact Center

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | TrustRadius Reviewer

Likelihood to Renew

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.3
Based on 12 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

Five9

No score
No answers yet
No answers on this topic

Usability

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Five9

No score
No answers yet
No answers on this topic

Support

Avaya Intelligent Xperiences Contact Center

Avaya Intelligent Xperiences Contact Center 8.0
Based on 2 answers
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
Anonymous | TrustRadius Reviewer

Five9

Five9 9.0
Based on 1 answer
The team was always responsive and would quickly offer live call support within 24 hours.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Avaya Intelligent Xperiences Contact Center

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Five9

Five9 has some of the same features as competitors but offers other features that help users better complete their tasks. This could be tasks such as putting calls on hold, logging calls and reports, and multitasking on the system platform. Overall, Five9 feels very easy to use compared to other software.
Horacio Carcamo | TrustRadius Reviewer

Return on Investment

Avaya Intelligent Xperiences Contact Center

  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
Anonymous | TrustRadius Reviewer

Five9

  • Positive: No need for on-premises equipment, which saves money.
  • Positive: No need for internal maintenance, which saves IT services time.
  • Positive: Fast deployment, switched from an outdated on-premises solution to Five9 easily.
  • Negative: Support services -- we had issues that were not resolved for weeks.
Valery Mezentsau | TrustRadius Reviewer

Screenshots

Avaya Intelligent Xperiences Contact Center

Pricing Details

Avaya Intelligent Xperiences Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Five9

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

Avaya Intelligent Xperiences Contact Center
8.4
Five9
7.7

Likelihood to Renew

Avaya Intelligent Xperiences Contact Center
8.3
Five9

Usability

Avaya Intelligent Xperiences Contact Center
8.2
Five9

Reliability and Availability

Avaya Intelligent Xperiences Contact Center
7.0
Five9

Performance

Avaya Intelligent Xperiences Contact Center
10.0
Five9

Support

Avaya Intelligent Xperiences Contact Center
8.0
Five9
9.0

Implementation

Avaya Intelligent Xperiences Contact Center
9.1
Five9

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