Cisco Webex Contact Center vs Five9

Likelihood to Recommend

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited

Organizations that rely on texting.
Organizations with low tech literacy on their teams.
Organizations with little ability to manage tools like this.

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Verified User

Director in Quality Assurance

Higher Education Company, 201-500 employees

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Feature Rating Comparison

Cisco Webex Contact Center

Five9

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Webex Contact Center

Five9

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Cloud collaboration and analytics reporting for calls
Easier and better agent interface and call-recording solution in cloud
Porting of customer inbound toll-free

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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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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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Matt Zemon

President & CEO

BernardOutsourcing/Offshoring, 501-1000 employees

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Cons

Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
I don’t know why partners have to pay Cisco for script steps.
There seem to be very few customers using this platform.

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Randall Crumm

Sr. IT Manager - Global Unified Communications

Western DigitalComputer Hardware, 10,001+ employees

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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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Ariana Thompson

Support Improvement Manager

OrderUpFood & Beverages, 51-200 employees

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Support Rating

No score

No answers yet

No answers on this topic

Five9 8.3

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.

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Verified User

General Manager in Customer Service

Consumer Electronics Company, 51-200 employees

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Alternatives Considered

Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.

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Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

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While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.

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Verified User

Strategist in Marketing

Security & Investigations Company, 5001-10,000 employees

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Return on Investment

Webex Contact Center will save us on maintenance
No datacenter footprint
No maintenance to be scheduled in-house, which saves our resources and time

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Verified User

Contributor in Engineering

Telecommunications Company, 1001-5000 employees

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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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Shanna Kostopulos

Paralegal/Supervisor

Summit ConversionsLegal Services, 11-50 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Required

Rating Summary

Cisco Webex Contact Center

Five9

Cisco Webex Contact Center

Five9