Cisco Webex Contact Center vs Five9 comparison

Cisco Webex Contact Center

Read 25 Five9 reviews

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Executive SummaryUpdated on Jul 14, 2024

Five9 and Cisco Webex Contact Center are reliable solutions for contact center management. Based on user reviews, Cisco Webex Contact Center is considered superior due to its features, pricing, and customer support.

Features: Five9 offers robust call routing, real-time analytics, and effective workforce management tools. Cisco Webex Contact Center provides advanced AI capabilities, seamless integration with other Cisco products, and comprehensive omnichannel support.

Room for Improvement: Users suggest Five9 could improve its reporting tools, customization options, and user interface. Cisco Webex Contact Center could enhance its system by addressing latency issues, improving onboarding support, and refining its mobile application performance.

Ease of Deployment and Customer Service: Five9 is praised for swift deployment and responsive customer support. Cisco Webex Contact Center also deploys efficiently but users slightly favor Five9’s customer service for quicker resolutions.

Pricing and ROI: Five9 is noted for cost-effectiveness and positive ROI, offering significant value for money. Cisco Webex Contact Center has a higher pricing structure; however, users believe its extensive features justify the cost, leading to substantial long-term ROI.

To learn more, read our detailed Cisco Webex Contact Center vs. Five9 Report (Updated: March 2026).

Cisco Webex Contact Center vs. Five9

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.4

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Five9

Ranking in Contact Center as a Service (CCaaS)

3rd

Average Rating

8.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (3rd), Contact Center Infrastructure (1st), Sales Force Automation (8th)

Mindshare comparison

As of March 2026, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 10.1%, down from 12.6% compared to the previous year. The mindshare of Five9 is 12.8%, down from 16.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Mindshare Distribution
Product	Mindshare (%)
Five9	12.8%
Cisco Webex Contact Center	10.1%
Other	77.1%

Contact Center as a Service (CCaaS)

Featured Reviews

Norm Hubert

Network Technical Advisor at a government with 10,001+ employees

Omnichannel features have improved collaboration and now provide smoother virtual meetings

We have experience with Cisco products. I have no experience with their Cisco Duo, the XDR, or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes, XDR, Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.

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Nupur Singh

Sr Specialist - Analytics Metrics and Reporting at Mercer

Real-time monitoring and reporting help with better operations

The Intelligent Virtual Agent (IVA) feature helps to monitor the agents. We can see if an agent is getting stuck. For example, if an agent has not been logged out properly, we can log out that particular agent from a particular session because it hampers productivity. It helps us to be more productive. Our call center agents use the Agent Assist feature. Our call center leaders are also using it to monitor agents' quality metrics. We are also using Qlik Sense along with Five9. Five9 is for monitoring, and Qlik Sense is for service-level reports. Five9 provides us with real-time information, whereas solutions like Verint take a lot more time. Qlik Sense can have intermittent logging issues where it might not work properly, whereas Five9 works properly. Among these three, Five9 is the best. Five9 also gives more bifurcation options. Five9 is good and intuitive. It helps to know how things are. I love it and use it every day. There are always new reports to generate. There are a lot of opportunities within Five9. Additionally, the real-time agent monitoring and ability to skill agents based on calls in the queue are invaluable and much easier than previous solutions like the AWS application. Previously, using the AWS application involved cumbersome steps to manage users and agents, making Five9 a welcome change. Overall, Five9 has made my job easier compared to before, and I do not struggle with it. Five9 has helped improve our call center’s speed to answer. Our leaders are using Five9 to monitor everything. It is not a time-consuming application.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

"I rate the product's scalability a ten out of ten."

"The central management tool, Control Hub, holds significant value for the management team."

"The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different, the quality is acceptable for our needs, and it is easy to contact customers and easy to open issues regarding hardware problems."

"The best features of Cisco Webex Contact Center are the ease of use, and while the platform has pretty standard features, it is definitely easy to use, and the impact of the omnichannel communication on customer experience consistency is quite good."

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

"Cisco technical support is outstanding."

"The most valuable feature is the simplicity of making scripts within the contact center solution itself."

"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."

"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."

"The product’s IVR script editor is very easy and simple to use."

"I'm interested in all the features we're using and the reporting that's needed to get them up and running."

"Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting."

"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."

"Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."

More Five9 pros

Cons

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

"The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive."

"When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect."

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."

"With the solution, I face issues when trying to use the screen share option."

"Integration with third-party solutions can be difficult and has room for improvement."

"It would be ideal if they could combine the tools into one suite."

"There are several audio issues that need attention. Whenever I disconnect a headset after connecting to the VDI, the station connection in Five9 disconnects automatically, requiring a VMware restart."

"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."

"The knowledge base of their support is not as strong as the IVR build."

"For Five9, I would like a feature where reports such as AHT or workforce-related reports can be generated automatically without starting from scratch"

"Five9's stability needs to be improved."

"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."

More Five9 cons

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

"The pricing seems reasonable. I had anticipated that whatever solution we went with would be more expensive. I was actually pleasantly surprised that the features that we had in Evolve IP, one-to-one, did not cost significantly more in Five9."

"The cost is not at the lower end of the market, but it's worth it."

"I prefer Five9's licensing model."

"The product is not the most expensive, but it's not cheap."

"Their license structure, out of the box, is better than that of other providers and their pricing is much less than other vendors we've looked at."

"The product's pricing is flexible and reasonable."

"Five9's pricing wasn't quite as flexible as I'd hoped, but it ended up being reasonably priced overall."

"Five9 is reasonable."

More Five9 pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which Contact Center as a Service (CCaaS) solutions are best for your needs.

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Computer Software Company

11%

Insurance Company

10%

University

Financial Services Firm

12%

Manufacturing Company

12%

Insurance Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	7
Large Enterprise	7

Questions from the Community

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

The price of Cisco Webex Contact Center needs to be revised a little bit.

What needs improvement with Cisco Webex Contact Center?

I haven't used the AI-powered chatbots yet. I haven't utilized the real-time data insight.

What is your primary use case for Cisco Webex Contact Center?

Cisco Webex Contact Center is primarily used to work with other organizations outside of Teams. The typical clients are in the defense industry.

What do you like most about Five9?

I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just ...

What needs improvement with Five9?

The reporting suite needed improvement. I saw recently that Five9 released a new platform for reporting, as the reporting was not great previously.

What is your primary use case for Five9?

I was using Five9 in the senior living space.

Genesys Cloud CX vs Cisco Webex Contact Center

Comparisons

Compared 19% of the time

Amazon Connect vs Cisco Webex Contact Center

Compared 18% of the time

NICE CXone vs Cisco Webex Contact Center

Compared 13% of the time

Cisco Finesse vs Cisco Webex Contact Center

Compared 8% of the time

TTEC Humanify vs Cisco Webex Contact Center

Compared 8% of the time

More Cisco Webex Contact Center Competitors

Amazon Connect vs Five9

Compared 17% of the time

Genesys Cloud CX vs Five9

Compared 13% of the time

MetTel Cloud Contact Center vs Five9

Compared 6% of the time

Cisco Unified Contact Center Express vs Five9

Compared 6% of the time

NICE CXone vs Five9

Compared 5% of the time

More Five9 Competitors

Product Reports

Contact Center as a Service (CCaaS)

Download Cisco Webex Contact Center product report

Download Five9 product report

Also Known As

CC-One, BroadSoft CC-One

No data available

Overview

Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.

Cisco

Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.

Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:

Omnichannel routing - Intelligently routes interactions across voice, email, chat, social media and SMS.
IVR and self-service - Sophisticated IVR applications and self-service options powered by natural language processing.
Workforce optimization - Tools for tracking metrics, monitoring interactions, coaching agents, and enhancing productivity.
APIs and integrations - Open platform to connect Five9 with ACD, CRM, workforce management and other business systems.
Flexible deployment - Public, private or hybrid cloud deployment options.

Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.

According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.

Below are several quotes from Five9's users:

"Five9 is a highly flexible and adaptable solution that can handle increased workloads and accommodate growth without any issues."
- Business Operations Manager, Retail Industry
"Five9's real-time reporting and analytics are incredibly valuable. They give us insights into agent performance, customer interactions, and overall call center operations."
- Contact Center Manager, Retail Industry
"Five9's AI-powered features, such as chatbots and virtual assistants, have helped us to improve customer satisfaction and reduce handle times."
- Customer Service Manager, E-commerce Industry

Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.

Sample Customers

AON, Office Depot, American Red Cross

Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth

Cisco Webex Contact Center vs. Five9