Webex Contact Center vs. Five9

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.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
Webex Contact CenterFive9
Editions & Modules
No answers on this topic
Core
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Optimum
Contact sales team
Contact sales team
Ultimate
Contact sales team
Contact sales team
Offerings
Pricing Offerings
Webex Contact CenterFive9
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsFive9 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
Features
Webex Contact CenterFive9
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.1
29 Ratings
3% below category average
Five9
9.0
12 Ratings
8% above category average
Agent dashboard9.328 Ratings9.312 Ratings
Validate callers8.726 Ratings9.212 Ratings
Outbound response6.422 Ratings9.211 Ratings
Call forwarding9.026 Ratings9.59 Ratings
Click-to-call (CTC)9.025 Ratings9.110 Ratings
Warm transfer8.527 Ratings9.410 Ratings
Predictive dialing7.017 Ratings9.510 Ratings
Interactive voice response8.422 Ratings9.29 Ratings
REST APIs7.826 Ratings9.47 Ratings
Call scripts8.223 Ratings6.710 Ratings
Call tracking8.026 Ratings9.212 Ratings
Multichannel integration8.026 Ratings8.611 Ratings
CRM software integration7.426 Ratings9.211 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.3
26 Ratings
1% above category average
Five9
8.5
21 Ratings
3% above category average
Inbound call routing7.825 Ratings9.310 Ratings
Omnichannel inbound routing8.424 Ratings9.58 Ratings
Recording9.025 Ratings8.411 Ratings
Quality management9.021 Ratings7.221 Ratings
Call analytics8.423 Ratings8.912 Ratings
Historical reporting9.125 Ratings7.812 Ratings
Live reporting8.024 Ratings8.810 Ratings
Customer surveys7.523 Ratings00 Ratings
Customer interaction analytics7.621 Ratings8.310 Ratings
Best Alternatives
Webex 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
Webex Contact CenterFive9
Likelihood to Recommend
8.6
(30 ratings)
8.4
(36 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
Usability
8.2
(1 ratings)
-
(0 ratings)
Support Rating
-
(0 ratings)
8.0
(8 ratings)
User Testimonials
Webex Contact CenterFive9
Likelihood to Recommend
Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
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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
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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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
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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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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Usability
Cisco
The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)
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Five9
No answers on this topic
Support Rating
Cisco
No answers on this topic
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
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
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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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Return on Investment
Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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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

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view

Five9 Screenshots

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