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Five9 vs CXone

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Our analysts compared Five9 vs CXone based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Five9 Software Tool
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CXone Software Tool
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Product Basics

Analyst Rating

86 Detailed Analysis

User Sentiment

Great User Sentiment (615 Reviews)

Analyst Rating

89 Detailed Analysis

User Sentiment

Great User Sentiment (2776 Reviews)
Five9 is a cloud contact center solution to facilitate customer engagement globally. It helps enhance agent and supervisor productivity, increase revenue, and improve the customer experience. Along with simplifying the complexities of a contact center, it also reduces the cost of on-premises maintenance.

Other offerings include historical dashboards, agent scripting, web callback, speech-enabled IVR, pre-built CRM integrations and more.
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CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.

Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
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$100/User, Monthly
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$100/User, Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
Small 
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Large 
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Small 
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Large 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Reliable, Secure and Scalable: Deploy new services while future-proofing business with emerging technologies such as AI. Get access to the latest capabilities through non-disruptive, no-touch and real-time upgrades. 
  • Customer-First Approach: Focus on the technology’s usability at every point of relationship with customers with a high-touch approach leading to improved contact center results.  
  • Extraordinary Customer Experiences: Deliver world-class customer service via routing capability. Route calls to the most appropriate agent at the right time. Put the customer’s information on the agent's desk automatically and help them resolve issues quickly.  
  • Better Connectivity: Take advantage of pre-built integrations with CRM solutions such as Salesforce, Microsoft, Oracle, Zendesk, Velocity and NetSuite. Access a rich and extensive framework of reference UIs, REST APIs and other tools to build solutions to power experiences and results in custom environments.  
  • Customer Engagement: Use multi-channel management applications such as recording, historical and real-time reporting, workforce management (WFM), CRM integrations and quality monitoring. Ensure that every customer is directed to the right resource at the right time with intelligent routing. 
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  • Enhanced Customer Satisfaction: CXone empowers you to understand and meet customer expectations, fostering loyalty and positive brand perception.
  • Increased Revenue Generation: By streamlining customer interactions and resolving issues swiftly, CXone helps businesses convert leads into loyal customers, driving revenue growth.
  • Improved Agent Productivity: CXone's intuitive interface and automated workflows enable agents to handle customer inquiries efficiently, maximizing productivity and reducing operational costs.
  • Personalized Customer Experiences: CXone's robust CRM capabilities allow businesses to tailor interactions based on customer preferences, creating personalized experiences that foster engagement and build lasting relationships.
  • Data-Driven Decision Making: CXone provides comprehensive analytics and reporting, empowering businesses to make informed decisions based on customer feedback and performance metrics.
  • Omnichannel Support: CXone seamlessly integrates multiple communication channels, ensuring customers can connect with businesses through their preferred methods, enhancing convenience and accessibility.
  • Reduced Customer Churn: By proactively identifying and addressing customer pain points, CXone helps businesses retain customers, reducing churn rates and preserving valuable revenue streams.
  • Improved Employee Engagement: CXone's user-friendly platform and collaborative tools empower agents, fostering job satisfaction and reducing employee turnover.
  • Scalability and Flexibility: CXone is designed to accommodate businesses of all sizes, providing the flexibility to adapt to changing customer needs and business growth.
  • Cloud-Based Accessibility: CXone's cloud-based architecture ensures accessibility from anywhere, enabling businesses to provide consistent customer support regardless of location.
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  • Core Cloud: 
    • Global Voice: Deliver world-class customer experiences from anywhere in the world with Omnichannel routing, robust outbound dialer and Intelligent Virtual Assistant (IVA). 
    • Agent Desktop Plus: Empower sales representatives to deliver a more authentic and human experience with a single intuitive desktop and extendable toolkit regardless of the environment . Provide an extensive framework of reference UIs and REST APIs. 
    • Supervisor Desktop Plus: Deliver training and skills to agents by actively monitoring metrics such as the number of calls in queues, campaign status, wait times, current agent state and more. Listen and silently coach employees during live calls and intervene if needed. 
    • Engagement Workflows: Manage customer experiences by routing calls to the right agent and serving them through the communication channel of customer preference.  
    • CRM Integrations: Get access to pre-built adapters for ServiceNow, Salesforce, Oracle, Microsoft and Zendesk to provide a single platform for organizations to manage and capture customer interactions. 
    • UC Integrations: Increase the chances of resolution in the first call through a consolidated directory where agents can view details of all subject matter experts and route the customer to the right person. Transfer calls that need contact center attention to the right group of agents. Send calls to UC users without any additional toll charges. 
    • APIs and SDKs: Allow customized and advanced integrations between the product and an organization’s proprietary applications through Cloud APIs. Use enterprise software with minimal coding, making configuration easy, implementing a breeze and immediate data access. 
  • AI and Automation: 
    • Artificial Intelligence: Deliver tangible business outcomes built from scratch so agents can continuously learn and improve so the organization’s AI can manage changes as the company deploys it more broadly. 
    • Intelligent Virtual Agent: Handle repetitive queries via intelligent bots so that agents can invest more time on complex matters and respond to customer queries faster. 
    • Agent Assist: Get access to call summaries and transcripts automatically to reduce after-call work. Explore coaching and knowledge base articles to offer a more personalized experience to customers while reducing call handle times. 
    • Workflow Automation: Connect the company’s Intelligent Cloud Contact Center with other systems to deliver excellent customer experiences by providing a detailed view of performance and data, aggregating information and automating cross-platform and sophisticated workflows. 
    • Reporting and Analytics: Get an accurate and complete picture of agent’s and contact center performance through custom reports, standard reports and real-time reports. Gain actionable insights and achieve strategic and operational goals. 
  • Employee Engagement: 
    • Workflow Optimization: Improve agent performance, customer satisfaction rates and workflow efficiency through real-time adherence, multi-channel evaluations, real-time desktop assistance and monitoring, automated scoring and evaluation, accurate multi-channel and multi-skill schedules and forecasts and intraday management. 
    • Workforce Management: Improve team workflows and agent productivity by tracking schedule adherence and motivating employees to stay focused. Align staffing plans with events and implement changes if adjustments are required. Extend agent self-service and contact center support features to mobile devices so they can connect with customers regardless of location. 
    • Quality Management: Deliver exceptional customer experience and help agents maintain quality through recording, monitoring, evaluation, coaching and calibration. 
    • Interactive Analysis: Deliver exceptional customer experiences with AI-driven analytics across text and voice interactions and target essential business outcomes such as customer retention and first contact resolution for improvement. Get quick answers to the most important questions with ad hoc analytics track trends, and analyze what triggers them. 
    • Gamification: Optimize call center operations by creating games that motivate agents. Reinforce agent behavior and encourage them with rewards and recognition to build positive habits.
  • Customer Engagement: Increase the chances of customer retention by delivering world-class support across all channels, including SMS, calls, messages, email, mobile, social media and video. Learn more about customers, purchase history and preferences during the call through automatic screen pop-ups to target them correctly. 
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  • Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
  • Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
  • Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
  • Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
  • Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
  • Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
  • Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
  • Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
  • FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
  • UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
  • CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
  • Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
  • Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
  • Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
  • Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.
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Product Ranking

#4

among all
Call Center Software

#12

among all
Call Center Software

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Analyst Rating Summary

86
89
78
91
70
88
98
100
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Dialers
Mobile Capabilities
Platform Capabilities
Voice Intelligence and Analytics
Workforce Management
Collaboration
Platform Capabilities
Voice Intelligence and Analytics
Workforce Management
Phone System

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Five9
CXone
+ Add Product + Add Product
Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 78 70 98 100 100 88 100 71 100 91 88 100 88 20 94 100 86 100 0 25 50 75 100
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91%
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71%
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29%
88%
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88%
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88%
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71%
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14%
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
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100%
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User Sentiment Summary

Great User Sentiment 615 reviews
Great User Sentiment 2776 reviews
81%
of users recommend this product

Five9 has a 'great' User Satisfaction Rating of 81% when considering 615 user reviews from 4 recognized software review sites.

84%
of users recommend this product

CXone has a 'great' User Satisfaction Rating of 84% when considering 2776 user reviews from 5 recognized software review sites.

n/a
4.3 (21)
3.7 (185)
4.3 (1260)
4.2 (373)
n/a
n/a
4.2 (509)
4.5 (15)
4.3 (197)
4.0 (42)
4.1 (789)

Awards

SelectHub research analysts have evaluated Five9 and concluded it earns best-in-class honors for Dialers and Workforce Management.

Dialers Award
Workforce Management Award

SelectHub research analysts have evaluated CXone and concluded it earns best-in-class honors for Collaboration and Workforce Management.

Collaboration Award
Workforce Management Award

Synopsis of User Ratings and Reviews

Easy to Use: According to 81% of users, the system is straightforward with robust and automated functionalities that make even complex tasks seamless.
Automation: The solution offers various automation features to improve teamwork workflows, according to 100% of reviewers.
Remote Access: Almost 100% of clients were delighted with the remote access capabilities of the solution.
Customer Support: According to 75% of customers, the solution offers proactive customer service.
User Interface: Approximately 60% of reviewers said the product offers an intuitive user interface managing complex applications effectively in a few clicks.
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Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.
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Deployment: According to 60% of users, product implementation is lengthy and time-consuming with too many steps.
Reporting: Reporting isn't easy to figure out without getting customer support, according to 67% of customers.
Call Features: Approximately 67% of reviewers weren’t satisfied with capabilities such as call transfer, call hold, caller ID and more. They said they didn’t run well and stopped working between the calls.
Salesforce Integrations: According to 60% of the clients, SalesForce integration is fundamental and does not get regular updates from the backend.
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Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.
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The product offers a seamless customer service experience with prompt query and issue resolution. Support people are always willing to help and solve complex and lengthy issues with total productivity and efficiency. With the ongoing pandemic, businesses can let their employees work from home with the same productivity and little or no extra effort. However, the implementation process is cumbersome and takes a long time or users run into issues during deployment. Some features such as call hold, caller ID, call transfer and others aren’t up to the mark and hinder the calling process significantly. Overall, the product is an ideal choice for small and medium businesses. But be sure to demo extensively before buying!

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CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations. While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution. CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

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Screenshots

Top Alternatives in Call Center Software

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Head-to-Head Comparison

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