What users are saying about
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Top Rated
110 Ratings
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Top Rated
80 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.1 out of 100

Five9

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Top Rated
80 Ratings
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Score 7.7 out of 100

Feature Set Ratings

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

Contact Center Software

8.4

Cisco Unified Contact Center

84%
8.0

Five9

80%
Cisco Unified Contact Center ranks higher in 12/13 features

Agent dashboard

8.5
85%
35 Ratings
8.0
80%
10 Ratings

Validate callers

8.7
87%
31 Ratings
8.4
84%
10 Ratings

Outbound response

8.2
82%
31 Ratings
8.0
80%
10 Ratings

Call forwarding

8.5
85%
33 Ratings
8.3
83%
8 Ratings

Click-to-call (CTC)

8.4
84%
26 Ratings
8.2
82%
9 Ratings

Warm transfer

8.6
86%
30 Ratings
8.0
80%
10 Ratings

Predictive dialing

8.3
83%
22 Ratings
8.3
83%
8 Ratings

Interactive voice response

8.6
86%
29 Ratings
8.2
82%
8 Ratings

REST APIs

8.4
84%
25 Ratings
8.0
80%
7 Ratings

Call scripts

8.5
85%
30 Ratings
8.0
80%
8 Ratings

Call tracking

8.4
84%
33 Ratings
7.2
72%
11 Ratings

Multichannel integration

8.4
84%
25 Ratings
7.7
77%
9 Ratings

CRM software integration

7.7
77%
25 Ratings
8.0
80%
9 Ratings

Workforce Optimization (WFO)

8.4

Cisco Unified Contact Center

84%
7.8

Five9

78%
Cisco Unified Contact Center ranks higher in 8/9 features

Inbound call routing

8.9
89%
33 Ratings
8.0
80%
9 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
8.2
82%
6 Ratings

Recording

8.7
87%
32 Ratings
7.3
73%
10 Ratings

Quality management

8.5
85%
31 Ratings
7.6
76%
19 Ratings

Call analytics

8.3
83%
32 Ratings
7.5
75%
11 Ratings

Historical reporting

8.1
81%
34 Ratings
7.6
76%
10 Ratings

Live reporting

8.2
82%
34 Ratings
8.3
83%
10 Ratings

Customer surveys

8.2
82%
25 Ratings
N/A
0 Ratings

Customer interaction analytics

8.6
86%
27 Ratings
7.8
78%
9 Ratings

Attribute Ratings

  • Five9 is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.8

Cisco Unified Contact Center

78%
43 Ratings
8.1

Five9

81%
35 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings

Five9

N/A
0 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings

Five9

N/A
0 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings
8.2

Five9

82%
12 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Five9

N/A
0 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Five9

N/A
0 Ratings

Likelihood to Recommend

Cisco Unified Contact Center

I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
Gustavo Alves | 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 Unified Contact Center

  • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
  • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
  • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
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 Unified Contact Center

  • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
  • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
  • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
James Riley | 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 Unified Contact Center

General

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

Starting Price

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details
Must contact sales team for pricing.

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

Likelihood to Renew

Cisco Unified Contact Center

Cisco Unified Contact Center 9.1
Based on 5 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Anonymous | TrustRadius Reviewer

Five9

No score
No answers yet
No answers on this topic

Usability

Cisco Unified Contact Center

Cisco Unified Contact Center 8.3
Based on 7 answers
To be honest, there are tools better than Cisco Unified Contact Center
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
Pratham Radadiya | TrustRadius Reviewer

Five9

No score
No answers yet
No answers on this topic

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.5
Based on 18 answers
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
Anonymous | 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 Unified Contact Center

Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
Alyson Sherlock | 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

Contract Terms and Pricing Model

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 2 answers
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
Anonymous | TrustRadius Reviewer

Five9

No score
No answers yet
No answers on this topic

Professional Services

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported
Anonymous | TrustRadius Reviewer

Five9

No score
No answers yet
No answers on this topic

Return on Investment

Cisco Unified Contact Center

  • Simplifications in the suite are needed because we faced hard times with its implementation.
  • The product is price worthy when comparing it with what it really provides and offers.
  • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
Mostafa Awad | 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 Unified Contact Center

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