What users are saying about
13 Ratings
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Score 7.9 out of 100
49 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Cisco Webex Contact Center

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).
Anonymous | TrustRadius Reviewer

Five9

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
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Five9
7.9
Agent dashboard
Cisco Webex Contact Center
7.0
Five9
7.0
Validate callers
Cisco Webex Contact Center
8.8
Five9
8.0
Outbound response
Cisco Webex Contact Center
8.6
Five9
8.0
Call forwarding
Cisco Webex Contact Center
9.1
Five9
6.0
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Five9
Warm transfer
Cisco Webex Contact Center
7.0
Five9
7.0
Predictive dialing
Cisco Webex Contact Center
7.3
Five9
8.0
Interactive voice response
Cisco Webex Contact Center
9.1
Five9
REST APIs
Cisco Webex Contact Center
9.1
Five9
Call scripts
Cisco Webex Contact Center
6.4
Five9
Call tracking
Cisco Webex Contact Center
7.3
Five9
9.0
Multichannel integration
Cisco Webex Contact Center
7.0
Five9
9.0
CRM software integration
Cisco Webex Contact Center
7.3
Five9
9.0

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Five9
9.1
Inbound call routing
Cisco Webex Contact Center
9.1
Five9
9.0
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Five9
Recording
Cisco Webex Contact Center
6.7
Five9
9.0
Quality management
Cisco Webex Contact Center
9.1
Five9
9.4
Call analytics
Cisco Webex Contact Center
7.0
Five9
9.0
Historical reporting
Cisco Webex Contact Center
7.3
Five9
9.0
Live reporting
Cisco Webex Contact Center
9.1
Five9
9.0
Customer surveys
Cisco Webex Contact Center
9.1
Five9
Customer interaction analytics
Cisco Webex Contact Center
9.1
Five9

Pros

Cisco Webex Contact Center

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

Five9

  • 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.
Matt Zemon | TrustRadius Reviewer

Cons

Cisco Webex Contact Center

  • 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.
Randall Crumm | TrustRadius Reviewer

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.
Ariana Thompson | TrustRadius Reviewer

Support Rating

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Five9

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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco 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.
Anonymous | TrustRadius Reviewer

Five9

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Webex Contact Center

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

Five9

  • 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
Shanna Kostopulos | TrustRadius Reviewer

Screenshots

Cisco Webex Contact Center

Pricing Details

Cisco Webex Contact Center

General

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

Five9

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Five9
7.8

Support Rating

Cisco Webex Contact Center
Five9
8.3

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