What users are saying about

Webex Contact Center vs Five9

Webex Contact Center
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43 Ratings
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Five9
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Top Rated
80 Ratings

Webex Contact Center

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43 Ratings
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Score 9.4 out of 100

Based on 43 reviews and ratings

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Five9

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Top Rated
80 Ratings
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Score 7.7 out of 100

Based on 80 reviews and ratings

Feature Set Ratings

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

Contact Center Software

9.1

Webex Contact Center

91%
8.0

Five9

80%
Webex Contact Center ranks higher in 13/13 features
Webex Contact Center ranks higher in 13/13 features

Agent dashboard

9.5
95%
13 Ratings
8.0
80%
10 Ratings

Validate callers

8.7
87%
13 Ratings
8.4
84%
10 Ratings

Outbound response

9.7
97%
10 Ratings
8.0
80%
10 Ratings

Call forwarding

8.9
89%
12 Ratings
8.3
83%
8 Ratings

Click-to-call (CTC)

9.1
91%
11 Ratings
8.2
82%
9 Ratings

Warm transfer

9.6
96%
13 Ratings
8.0
80%
10 Ratings

Predictive dialing

8.6
86%
9 Ratings
8.3
83%
8 Ratings

Interactive voice response

9.0
90%
11 Ratings
8.2
82%
8 Ratings

REST APIs

8.6
86%
11 Ratings
8.0
80%
7 Ratings

Call scripts

8.6
86%
13 Ratings
8.0
80%
8 Ratings

Call tracking

9.1
91%
12 Ratings
7.2
72%
11 Ratings

Multichannel integration

9.2
92%
12 Ratings
7.7
77%
9 Ratings

CRM software integration

9.6
96%
11 Ratings
8.0
80%
9 Ratings

Workforce Optimization (WFO)

9.3

Webex Contact Center

93%
7.8

Five9

78%
Webex Contact Center ranks higher in 9/9 features
Webex Contact Center ranks higher in 9/9 features

Inbound call routing

9.0
90%
11 Ratings
8.0
80%
9 Ratings

Omnichannel inbound routing

9.3
93%
12 Ratings
8.2
82%
6 Ratings

Recording

9.7
97%
12 Ratings
7.3
73%
10 Ratings

Quality management

9.7
97%
11 Ratings
7.6
76%
19 Ratings

Call analytics

9.7
97%
12 Ratings
7.5
75%
11 Ratings

Historical reporting

8.4
84%
12 Ratings
7.6
76%
10 Ratings

Live reporting

9.4
94%
11 Ratings
8.3
83%
10 Ratings

Customer surveys

8.7
87%
11 Ratings
N/A
0 Ratings

Customer interaction analytics

9.4
94%
10 Ratings
7.8
78%
9 Ratings

Attribute Ratings

  • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.6

Webex Contact Center

96%
13 Ratings
8.1

Five9

81%
35 Ratings

Support Rating

Webex Contact Center

N/A
0 Ratings
8.2

Five9

82%
12 Ratings

Likelihood to Recommend

Webex Contact Center

It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.

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Ericson Aragoza | TrustRadius Reviewer
Ericson Aragoza
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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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Anonymous | TrustRadius Reviewer
Verified User
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Pros

Webex Contact Center

  • Simple and easy to use dashboard
  • Auto generation of transcripts
  • AI supporting the operator as a virtual assistant
  • Well suited for a large number of user
  • Customer support

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Anonymous | TrustRadius Reviewer
Verified User
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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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Anonymous | TrustRadius Reviewer
Verified User
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Cons

Webex Contact Center

  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.

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J. Eduardo Medina Corona | TrustRadius Reviewer
J. Eduardo Medina Corona
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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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Ariana Thompson | TrustRadius Reviewer
Ariana Thompson
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Pricing Details

Webex Contact Center

General

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

Starting Price

—

Webex Contact Center Editions & Modules

—
Additional Pricing Details
—

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

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 12 answers on this topic

Alternatives Considered

Webex Contact Center

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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Anonymous | TrustRadius Reviewer
Verified User
View all 13 answers on this topic

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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Anonymous | TrustRadius Reviewer
Verified User
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Return on Investment

Webex Contact Center

  • It doesn't take a lot of investment to train new Webex users.
  • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
  • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.

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J. Eduardo Medina Corona | TrustRadius Reviewer
J. Eduardo Medina Corona
View all 13 answers on this topic

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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Matt Zemon | TrustRadius Reviewer
Matt Zemon
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Screenshots

Webex Contact Center

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