Five9 vs. Lifesize CxEngage

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.

CxEngage can handle some more complex flow options that other vendors don't seem to be able to do. The integration for voice calls with Salesforce is a huge plus. The integration of email support with Salesforce is a BIG miss. After fighting with it for a year, we finally just turned it off and use Salesforce Omnichannel for email support. Chat using Salesforce Live Agent worked fine enough.

Incentivized

• 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.

Incentivized

• Great flexibility working with flow creation and editing
• Great support staff
• Good overall package for workforce management and quality monitoring
• Integrates well with our tools.

Incentivized

• 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• The user interface for the agent desktop application is clunky and outdated.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.

Incentivized

• Stronger support and more reliable system for users not on a commercial network
• Consumer friendly and intuitive reporting and dashboard tools. build canned reports
• Reporting: Ability to get a combined SVL for all queues included on a report (now we manually calculate after exporting the report into excel). Same for all major data points (ASA, AHT, etc.)
• Ability to include abandoned calls and an abandonment percentage which excludes short abandons on the Queue summary report. Now the report just shows total abandons and abandonment percentage so if we want to exclude short abandons we have to pull a separate report to find out how many calls abandoned in less than 10 seconds then calculate the "true abandoned number" (calls abandoned minus short abandons)
• Ability to change what is considered a "short abandon" and then report on it. Right now the only option is the built in tracking of calls that abandoned in equal to or less than 10 seconds.
• Ability to "save" an agents "default" skill profile so that any changes we make can be returned to "BAU" with a click of a button
• quicker data/historical report retrieval
• way to separate what we have listed as a queue name for reporting vs. what is used for the queue name in the "whisper" (the issue we had with WT queue naming conventions because we had to have the whisper be super precise)

Incentivized

Robust product, great reliability and support.

Incentivized

UI is very user friendly and intuitive. Updates are implemented immediately.

Incentivized

We have had minimal downtime due to system outages since it was implemented.

Incentivized

The system's performance is great. Page loads quickly. Reports are generated quickly and sent to our email or FTP. The integration did not impact the performance of our other applications. We have not seen any drop in the performance of either applications since we performed the integration.

Incentivized

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.

Incentivized

I took the certification course for administrator and also received some tips while working with the developer during implementation. The UI was very intuitive, so I was able to figure out how things worked when I configured the users, skills, campaigns, IVR scripts. I worked with the Five9 AI team to beta test Agent Assist.

Incentivized

The implementation team that was assigned to us was great. The project manager was very helpful and managed the timeline very efficiently. The developer was very helpful and provided insights while helping us configure the system.

Incentivized

We implemented in 2018 and were only given 8 weeks to do it...as per the direction of our parent company at the time. Serenova at the time responded well and we were able to go Live within 8-weeks...albeit the product overall was a big change and had gaps in features over our previous contact management solution.

Incentivized

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

Incentivized

It's been too many years...I don't remember. Except in 2021 we looked briefly at Amazon and Salesforce call center offerings. Both were too basic at the time that even if we got a great deal on licensing (we are a Salesforce house for other things), we couldn't easily (or at all) do things like Callbacks and some of the more robust flow buildouts that we have in place today with Lifesize.

Incentivized

We do annual renewals and it's concurrent licensing which is great.

Incentivized

It was very easy to add additional licenses. Once we placed the order, it was activated the following day. Since it's web-based, it's very quick to deploy across multiple sites.

Incentivized

Five9 Professional Services team is very knowledgeable and efficient. I worked with them during implementation and during beta testing for Five9 Agent Assist and Ai Insights.

Incentivized

• 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.

Incentivized

• lower operational costs
• improved agent productivity
• improved flexibility in design and admin work

Incentivized