What users are saying about
24 Ratings
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Top Rated
80 Ratings
24 Ratings
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Score 8.1 out of 100

Five9

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Top Rated
80 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Feature Set Ratings

  • Cisco Finesse ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Finesse

84%
8.0

Five9

80%
Cisco Finesse ranks higher in 11/13 features

Agent dashboard

8.4
84%
8 Ratings
8.0
80%
10 Ratings

Validate callers

8.7
87%
7 Ratings
8.4
84%
10 Ratings

Outbound response

7.9
79%
8 Ratings
8.0
80%
10 Ratings

Call forwarding

8.7
87%
7 Ratings
8.3
83%
8 Ratings

Click-to-call (CTC)

8.2
82%
5 Ratings
8.2
82%
9 Ratings

Warm transfer

8.4
84%
6 Ratings
8.0
80%
10 Ratings

Predictive dialing

8.2
82%
6 Ratings
8.3
83%
8 Ratings

Interactive voice response

8.5
85%
5 Ratings
8.2
82%
8 Ratings

REST APIs

8.4
84%
4 Ratings
8.0
80%
7 Ratings

Call scripts

8.0
80%
5 Ratings
8.0
80%
8 Ratings

Call tracking

8.4
84%
8 Ratings
7.2
72%
11 Ratings

Multichannel integration

8.5
85%
5 Ratings
7.7
77%
9 Ratings

CRM software integration

8.5
85%
5 Ratings
8.0
80%
9 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
7.8

Five9

78%
Cisco Finesse ranks higher in 8/9 features

Inbound call routing

8.1
81%
8 Ratings
8.0
80%
9 Ratings

Omnichannel inbound routing

7.7
77%
4 Ratings
8.2
82%
6 Ratings

Recording

8.2
82%
7 Ratings
7.3
73%
10 Ratings

Quality management

9.0
90%
6 Ratings
7.6
76%
19 Ratings

Call analytics

8.2
82%
7 Ratings
7.5
75%
11 Ratings

Historical reporting

8.5
85%
7 Ratings
7.6
76%
10 Ratings

Live reporting

8.5
85%
7 Ratings
8.3
83%
10 Ratings

Customer surveys

8.8
88%
6 Ratings
N/A
0 Ratings

Customer interaction analytics

8.0
80%
5 Ratings
7.8
78%
9 Ratings

Attribute Ratings

  • Cisco Finesse is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

8.4

Cisco Finesse

84%
8 Ratings
8.1

Five9

81%
35 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings
8.2

Five9

82%
12 Ratings

Likelihood to Recommend

Cisco Finesse

Cisco Finesse offers an exceptional user experience collaboration software that achieves customer satisfaction from the first moment with easy access and a unique customizable interface that offers easy access to multiple assets and information sources allowing the advancement of processes saving time and improving the relationship with the clients helping to guarantee a fast and accurate service. It is a software that allows the interaction with the client in a professional and efficient way with a transparent integration with the Cisco Collaboration portfolio with traditional functions and access to information quickly and safely.
Sara Estevez | TrustRadius Reviewer

Five9

Five9 is suited for both large-scale and small-scale companies. If your company deals with marketing more than the technical aspect, Five9 gives a mode of communication and getting in touch with our customer or client in the most reliable way rather than setting physical meetings. In the covid period, Five9 has made it easier to work on calls.
Anonymous | TrustRadius Reviewer

Pros

Cisco Finesse

  • Keep detail record of the agent and supervisor activity.
  • Help to create agent and give them access to different teams and different skill groups.
  • Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]
Anonymous | TrustRadius Reviewer

Five9

  • Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
  • Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
  • You can customize the call dispositions / call labels to match what's used in your CRM.
Anonymous | TrustRadius Reviewer

Cons

Cisco Finesse

  • Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
Sara Estevez | 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

Pricing Details

Cisco Finesse

General

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

Starting Price

Cisco Finesse Editions & Modules

Additional Pricing Details

Five9

General

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

Starting Price

$0 Contact sales team

Five9 Editions & Modules

Edition
CoreContact sales team1
PremiumContact sales team1
OptimumContact sales team1
UltimateContact sales team1
  1. Contact sales team
Additional Pricing Details
Five9 offers pricing options to suit your business needs: Monthly On-Demand —Companies looking to quickly scale their operations with minimum costs Per-Minute Fees — Products such as voice message broadcasting or IVR with Speech recognition Annual Contracts — Reduced fee compared to monthly on-demand pricing

Support Rating

Cisco Finesse

Cisco Finesse 10.0
Based on 2 answers
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Arturo Lopez | TrustRadius Reviewer

Five9

Five9 8.2
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Finesse

We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.
Dominic Farrow | TrustRadius Reviewer

Five9

Initially selected Five9 but have since switched to RingCentral which has given us what we needed. Better CRM integration, simpler and in my opinion more robust reporting capabilities and the same omnichannel solution at a fraction of the cost
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Cisco brought us into the modern world of calls and call recording capabilities.
  • Cisco's crashes would cripple operations at times.
  • Overall functionality for visibility was a vast improvement from Avaya.
Anonymous | TrustRadius Reviewer

Five9

  • Cost savings: Five9 replaced a premise-based outbound dialer and a different virtual call center solution for inbound.
  • Cost savings: Five9's voice over IP is less expensive than the land lines we were using.
  • Cost savings: Five9 requires significantly less management than our previous solutions.
Matt Zemon | TrustRadius Reviewer

Screenshots

Cisco Finesse

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