Cisco Webex Contact Center vs Five9 comparison

Cisco Webex Contact Center

Read 24 Five9 reviews

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100% willing to recommend

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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: April 2025).

Cisco Webex Contact Center vs. Five9

April 2025

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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)

4th

Average Rating

8.6

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Five9

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.6

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (2nd), Contact Center Infrastructure (1st), Sales Force Automation (4th)

Mindshare comparison

As of May 2025, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 13.8%, down from 14.5% compared to the previous year. The mindshare of Five9 is 15.7%, up from 14.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS)

Featured Reviews

Ahmed Helmy

Sr. Director, Business Development & Sales Operations at connect professional services

Cloud simplifies deployment and expansion but needs more third-party options

If I wanted a single feature, the best feature is the fastest process for going live on the contact center features. Cisco Webex Contact Center also helps me avoid the headache of server configurations and management, as well as facilitating third-party integration like WhatsApp, which is much easier on the cloud. These aspects add value for my customers who opt for cloud contact center solutions, whether from Cisco or other competitors.

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Devan Baucom

Director of Contact Center Solutions at Invoca

Has many features, provides good technical support, is scalable, and has no downtime

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. Another valuable feature of the solution is the screen pop where, as a rep or agent, when your customer answers the phone, you'll immediately see customer details on your screen, which is helpful, especially if you have a lot of customers. Five9 also has the Intelligent Virtual Agent feature, which I find good, though there may be some legal implications. Still, I find Five9 a great solution that seamlessly helps customers engage with brands. Agent Assist is another good feature of Five9. That feature is useful because you can help agents in real-time while on the call. It's as if the manager is behind an agent, helping and telling that agent what to say and hearing what the customer says. Agent Assist lets you support every agent automatically, in a more scalable way, without listening to every call. Five9 also comes with WorkFlow Automation or Studio Flow, a nice feature because it's drag-and-drop, where even a non-engineer can build out a campaign and have different aspects to the campaign, for example, call routing. In the past, you had to be an engineer to build campaigns in Five9 or get on a call with the Five9 team and ask the team to make the changes, but nowadays, it's drag-and-drop, which is very helpful. I've also used the Workforce Optimization feature in Five9, though not as much. Still, I'm familiar with some of its capabilities, such as optimizing the time of day or days of the week when your team's the busiest, making optimizations when you don't need as many reps, or when you need more reps in place to match the bandwidth of calls coming in. Definitely, Workforce Optimization is beneficial and essential for my customers nowadays. Five9 can integrate with various CRMs, and I find that essential. The solution has an endless list of integrations for a reason, but I wasn't the guy who built the integrations. I heard that CRMs could be hard to work with, but the CRMs I've experienced with Five9, such as Salesforce and Hubspot, seem to integrate well. There was one really bad CRM built in-house on a platform called PPMS, but it's basically an internal tool, which was a little hard to work with and challenging to make changes, but it worked, though my Salesforce customers seem to be happy with the solution. The Omnichannel capability of Five9 is also essential, as the customer expects you to have chat, text, Facebook Messenger, and all other ways a customer can reach the reps. The omnichannel feature in Five9 is essential to customers.

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

"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 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."

"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."

"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."

"The technical support for Five9 has been exemplary."

"I like the fact that I can customize the cadencing. I can drill in and create custom contact point cadencing for all of our different categories of leads. We attack some people more aggressively, but others much more softly. I have much more confidence that things aren't slipping through the cracks. It continues to bring customers up for us until they've either moved through the cycle or we've removed them from the cycle. It gives us greater peace of mind. The ability to get in quickly and customize many of those pieces easily was appealing to us."

"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 based on calls that we may have listened to, but we do not have anything to show the agents themselves."

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

"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."

More Five9 pros

Cons

"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."

"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."

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

"Five9 should provide free training resources for end users, including agents, supervisors, and admins."

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

"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."

"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."

"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."

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

"Five9 has an active-passive high-availability model. I would prefer active-active."

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

More Five9 cons

Pricing and Cost Advice

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

"I prefer Five9's licensing model."

"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."

"Five9 is a little expensive because of our company's size. That said, it scales pretty well. The daily usage costs and monthly fees seem about right. It's not out of line with what we'd expect from other companies. However, they seem to have a one-size-fits-all implementation fee. Most of their clients have hundreds if not thousands of seats in the call centers, so $5,000 or $10,000 is not a huge cost. It would be nice if they had a sliding scale for smaller companies."

"Five9 is expensive, but most companies would find that using it is worth the cost."

"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."

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

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

"Five9 is reasonable."

More Five9 pricing and cost advice

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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

Computer Software Company

21%

Financial Services Firm

12%

Healthcare Company

Government

Financial Services Firm

13%

Computer Software Company

13%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Cisco Webex Contact Center?

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

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?

Cisco Webex Contact Center could improve by introducing more easy of use Omni-Channels integrated together & including more third-party integrations

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?

Five9 ( /products/five9-reviews ) should improve its omnichannel feature, allowing partners to manage all tenants with a single account rather than needing multiple accounts for each customer. Addi...

What is your primary use case for Five9?

We deploy Five9 ( /products/five9-reviews ) for our customers who use it as a contact center solution.

Amazon Connect vs Cisco Webex Contact Center

Comparisons

Compared 31% of the time

NICE CXone vs Cisco Webex Contact Center

Compared 17% of the time

Genesys Cloud CX vs Cisco Webex Contact Center

Compared 14% of the time

Cisco Finesse vs Cisco Webex Contact Center

Compared 12% of the time

TTEC Humanify vs Cisco Webex Contact Center

Compared 6% of the time

More Cisco Webex Contact Center Competitors

Amazon Connect vs Five9

Compared 32% of the time

NICE CXone vs Five9

Compared 16% of the time

Genesys Cloud CX vs Five9

Compared 13% of the time

8x8 Contact Center vs Five9

Compared 10% of the time

Mitel Contact Center Solutions vs Five9

Compared 4% of the time

More Five9 Competitors

Product Reports

Contact Center as a Service (CCaaS)

March 2025

Download Cisco Webex Contact Center product report

Download Five9 product report

April 2025

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