What users are saying about
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Top Rated
84 Ratings
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Top Rated
757 Ratings

Five9

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Top Rated
84 Ratings
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Score 7.7 out of 100

NICE CXone

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Top Rated
757 Ratings
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Score 8.6 out of 100

Feature Set Ratings

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

Contact Center Software

8.0

Five9

80%
8.5

NICE CXone

85%
NICE CXone ranks higher in 12/13 features

Agent dashboard

8.2
82%
11 Ratings
8.6
86%
510 Ratings

Validate callers

8.3
83%
11 Ratings
8.6
86%
435 Ratings

Outbound response

7.9
79%
11 Ratings
8.5
85%
451 Ratings

Call forwarding

8.3
83%
8 Ratings
8.6
86%
408 Ratings

Click-to-call (CTC)

8.1
81%
10 Ratings
8.8
88%
370 Ratings

Warm transfer

8.0
80%
10 Ratings
8.8
88%
483 Ratings

Predictive dialing

8.5
85%
9 Ratings
8.1
81%
296 Ratings

Interactive voice response

8.1
81%
9 Ratings
8.4
84%
341 Ratings

REST APIs

8.0
80%
7 Ratings
8.1
81%
272 Ratings

Call scripts

7.3
73%
9 Ratings
8.2
82%
287 Ratings

Call tracking

7.5
75%
12 Ratings
8.5
85%
463 Ratings

Multichannel integration

7.9
79%
10 Ratings
8.5
85%
328 Ratings

CRM software integration

8.0
80%
10 Ratings
8.4
84%
332 Ratings

Workforce Optimization (WFO)

7.6

Five9

76%
8.6

NICE CXone

86%
NICE CXone ranks higher in 9/9 features

Inbound call routing

8.0
80%
9 Ratings
8.6
86%
467 Ratings

Omnichannel inbound routing

8.3
83%
7 Ratings
8.6
86%
338 Ratings

Recording

6.8
68%
11 Ratings
8.7
87%
450 Ratings

Quality management

7.6
76%
20 Ratings
8.7
87%
437 Ratings

Call analytics

7.5
75%
12 Ratings
8.7
87%
443 Ratings

Historical reporting

7.0
70%
11 Ratings
8.6
86%
434 Ratings

Live reporting

8.3
83%
10 Ratings
8.6
86%
420 Ratings

Customer interaction analytics

7.7
77%
10 Ratings
8.5
85%
287 Ratings

Customer surveys

N/A
0 Ratings
8.5
85%
273 Ratings

Attribute Ratings

  • NICE CXone is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.9

Five9

79%
36 Ratings
8.5

NICE CXone

85%
546 Ratings

Likelihood to Renew

Five9

N/A
0 Ratings
5.6

NICE CXone

56%
21 Ratings

Usability

Five9

N/A
0 Ratings
8.8

NICE CXone

88%
532 Ratings

Availability

Five9

N/A
0 Ratings
5.0

NICE CXone

50%
7 Ratings

Performance

Five9

N/A
0 Ratings
8.1

NICE CXone

81%
7 Ratings

Support Rating

8.2

Five9

82%
12 Ratings
10.0

NICE CXone

100%
7 Ratings

In-Person Training

Five9

N/A
0 Ratings
5.6

NICE CXone

56%
4 Ratings

Online Training

Five9

N/A
0 Ratings
7.7

NICE CXone

77%
5 Ratings

Implementation Rating

Five9

N/A
0 Ratings
8.1

NICE CXone

81%
9 Ratings

Configurability

Five9

N/A
0 Ratings
7.8

NICE CXone

78%
4 Ratings

Ease of integration

Five9

N/A
0 Ratings
8.2

NICE CXone

82%
4 Ratings

Product Scalability

Five9

N/A
0 Ratings
6.4

NICE CXone

64%
7 Ratings

Vendor post-sale

Five9

N/A
0 Ratings
5.2

NICE CXone

52%
5 Ratings

Vendor pre-sale

Five9

N/A
0 Ratings
5.2

NICE CXone

52%
5 Ratings

Likelihood to Recommend

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.
Read full review

NICE

It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
Read full review

Pros

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.
Read full review

NICE

  • Made work from home easy - We just have to login and start calling - No landlines.
  • Easy to extract daily, monthly reports from NICE [CXone] web app.
  • Easy to monitor agents online - who is logged in and who is not.
  • Fast and reliable - Just need internet.
Read full review

Cons

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.
Read full review

NICE

  • Occasionally the server will disconnect and we lose phone functionality.
  • Calls get "stuck" in the queue when they don't exist.
  • Can't remove commitments very easily when they are made.
  • Kicks you out after 2 hours. Making it annoying how you have to log back in.
Read full review

Pricing Details

Five9

Starting Price

$0 Contact sales team

Editions & Modules

Five9 editions and modules pricing
EditionModules
CoreContact sales team1
PremiumContact sales team2
OptimumContact sales team3
UltimateContact sales team4

Footnotes

  1. Contact sales team
  2. Contact sales team
  3. Contact sales team
  4. Contact sales team

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional 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

NICE CXone

Starting Price

Editions & Modules

NICE CXone editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Likelihood to Renew

    Five9

    No answers on this topic

    NICE

    Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
    Read full review

    Usability

    Five9

    No answers on this topic

    NICE

    Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
    Read full review

    Reliability and Availability

    Five9

    No answers on this topic

    NICE

    NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
    Read full review

    Performance

    Five9

    No answers on this topic

    NICE

    NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
    Read full review

    Support Rating

    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.
    Read full review

    NICE

    inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
    Read full review

    In-Person Training

    Five9

    No answers on this topic

    NICE

    It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
    Read full review

    Online Training

    Five9

    No answers on this topic

    NICE

    I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
    Read full review

    Implementation Rating

    Five9

    No answers on this topic

    NICE

    In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
    Read full review

    Alternatives Considered

    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
    Read full review

    NICE

    Interactive Intelligence Cisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
    Read full review

    Scalability

    Five9

    No answers on this topic

    NICE

    I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
    Read full review

    Return on Investment

    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.
    Read full review

    NICE

    • We were able to close deals and sales to clients more effectively!
    • It is much easier for us to reach the client even if it's an International number.
    • Nice CXone has helped us a lot to communicate better with our clients.
    Read full review

    Screenshots

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