Cisco Unified Contact Center vs. Five9

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Five9
Score 8.2 out of 10
N/A
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.N/A
Pricing
Cisco Unified Contact CenterFive9
Editions & Modules
No answers on this topic
Core
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Premium
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Optimum
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Ultimate
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Offerings
Pricing Offerings
Cisco Unified Contact CenterFive9
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.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
More Pricing Information
Community Pulse
Cisco Unified Contact CenterFive9
Considered Both Products
Cisco Unified Contact Center
Chose Cisco Unified Contact Center
With Cisco UCCX you have ultimate control with no restrictions. You can create anything from simple to advanced level scripts and systems.
Chose Cisco Unified Contact Center
The Enterprise Contact Center application features and flexibility is on par with these other providers and is tightly integrated with Cisco UCM.
Five9

No answer on this topic

Top Pros
Top Cons
Features
Cisco Unified Contact CenterFive9
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.5
40 Ratings
13% above category average
Five9
8.8
12 Ratings
5% above category average
Agent dashboard9.540 Ratings9.112 Ratings
Validate callers9.536 Ratings8.912 Ratings
Outbound response9.436 Ratings8.911 Ratings
Call forwarding9.537 Ratings9.29 Ratings
Click-to-call (CTC)9.630 Ratings8.810 Ratings
Warm transfer9.735 Ratings9.210 Ratings
Predictive dialing9.727 Ratings9.410 Ratings
Interactive voice response9.634 Ratings8.99 Ratings
REST APIs9.630 Ratings9.17 Ratings
Call scripts9.535 Ratings6.710 Ratings
Call tracking9.438 Ratings9.012 Ratings
Multichannel integration9.630 Ratings8.511 Ratings
CRM software integration9.430 Ratings8.911 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.3
41 Ratings
12% above category average
Five9
8.3
21 Ratings
0% above category average
Inbound call routing9.738 Ratings9.010 Ratings
Omnichannel inbound routing9.630 Ratings9.38 Ratings
Recording8.835 Ratings7.911 Ratings
Quality management9.636 Ratings7.321 Ratings
Call analytics9.737 Ratings8.512 Ratings
Historical reporting9.539 Ratings7.512 Ratings
Live reporting9.639 Ratings8.710 Ratings
Customer surveys8.828 Ratings00 Ratings
Customer interaction analytics8.930 Ratings8.110 Ratings
Best Alternatives
Cisco Unified Contact CenterFive9
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterFive9
Likelihood to Recommend
9.4
(49 ratings)
8.3
(36 ratings)
Likelihood to Renew
9.1
(5 ratings)
-
(0 ratings)
Usability
8.3
(7 ratings)
-
(0 ratings)
Support Rating
7.5
(15 ratings)
8.0
(8 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterFive9
Likelihood to Recommend
Cisco
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.
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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.
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Pros
Cisco
  • 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.
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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.
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Cons
Cisco
  • 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.
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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.
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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Five9
No answers on this topic
Usability
Cisco
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.
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Five9
No answers on this topic
Support Rating
Cisco
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.
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Five9
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.
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Alternatives Considered
Cisco
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.
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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
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Contract Terms and Pricing Model
Cisco
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.
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Five9
No answers on this topic
Professional Services
Cisco
Scripting not supported
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Five9
No answers on this topic
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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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.
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ScreenShots

Five9 Screenshots

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