Cisco Unified Contact Center vs Five9

• Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
• Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
• The User community is vast, yet tight knit and collaborative spirited.
• Documentation set is vast
• Reliable once installed correctly and patched regularly.

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• 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.

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• The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
• Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
• The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.

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• 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• The user interface for the agent desktop application is clunky and outdated.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.

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• I consider that the quality of service and functions are necessary for those who need an agent service.
• The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
• Customers are satisfied with all the tools. The platform is complete.

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• We are able to contact more clients on a daily basis
• We are able to record and monitor phone calls for quality assurance
• We are able to measure all KPI's for agent performance
• The Do Not Call list is incredibly easy to add and remove clients

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