What users are saying about
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Top Rated
110 Ratings
Cisco Unified Contact Center
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Top Rated
110 Ratings
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Based on 110 reviews and ratings
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
Based on 80 reviews and ratings
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
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
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
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.

Verified User
Engineer in Information Technology
Information Technology & Services Company, 11-50 employeesPros
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesFive9
- 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.

Verified User
Director in Quality Assurance
Higher Education Company, 201-500 employeesCons
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
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.
Support Improvement Manager
OrderUpFood & Beverages, 51-200 employees
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
Core | Contact sales team1 |
---|---|
Premium | Contact sales team1 |
Optimum | Contact sales team1 |
Ultimate | Contact sales team1 |
- 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 pricingLikelihood 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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesFive9
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.
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.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
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.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesFive9
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.

Verified User
General Manager in Customer Service
Consumer Electronics Company, 51-200 employeesAlternatives 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.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
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

Verified User
Manager in Information Technology
Information Technology & Services Company, 201-500 employeesContract 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.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesFive9
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

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesFive9
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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
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.
President & CEO
BernardOutsourcing/Offshoring, 501-1000 employees