Five9 and NICE CXone, An In-Depth Comparison 2024

Comparison Summary

Five9: Five9 offers a reliable cloud contact center for exceptional customer experiences. A demo can be requested.

NICE CXone: NICE CXone is an AI-driven cloud platform designed to enhance customer experience management across all journeys. It streamlines interactions for improved satisfaction and efficiency.

Five9 and NICE CXone: Customer Satisfaction Data

Most deployed common Use Cases for Five9 and NICE CXone

How does Five9 and NICE CXone address your Helpdesk Management Challenges?

Five9 and Nice Cxone are both software systems designed to manage call centers. Both systems offer features to monitor calls, track call volume, and integrate with other software. Five9 is praised for its ease of use, while Nice Cxone is known for its comprehensive features and support. However, Five9 is limited by a lack of self-service documentation, and Nice Cxone has been criticized for its expensive implementation and difficulties with customer support.

"...Overall the system is great would recommend it without hesitation to anyone who is running a call center :)..." Peer review by Eric Netherton

"...This is a very useful feature for a growing call center that is training new employees...." Peer review by Derek Collins, Insurance

What makes Five9 and NICE CXone ideal for Engagement Management?

Five9 and Nice Cxone both focus on improving customer engagement. Five9 uses AI to streamline agent workflows and automate customer interactions, while Nice Cxone prioritizes multi-channel communication and adaptable solutions for diverse customer needs. Both tools offer customer service support and follow-up options, but Five9 has been noted for quicker response times. However, some users have reported inconsistent follow-up from Nice Cxone.

"...I've been using Five9 for quite a while for managing all my interactions with clients via different means...." Peer review by Krystyna L., Quality Assurance Manager, Information Technology and Services

"...CXone has positively impacted our training, coaching, forecasting, customer satisfaction, agent engagement and so much more...." Peer review by Brianna Love, Global Supervisor for Workforce Management, Fossil Group

How efficiently Does Five9 and NICE CXone manage your Contact List Management?

Five9 and Nice Cxone both allow users to manage contact lists, providing features like adding callers, viewing previous interactions, and accessing contact history. Five9 offers screen pop-ups with customer history data during calls, while Nice Cxone offers tools for managing outbound dialing lists. Five9 has limitations in managing contact relationships and customizing contact list viewing options. Nice Cxone also has limitations, including a lack of secondary disposition reporting and occasional routing issues.

"...This allows us to cross-reference inbound calls against previous contact history, often allowing us to serve customers remarkably quicker...." Peer review by Manager in Customer Service

"...Outbound Dialer , Query strings, managing dialing list .The way call list is managed to do the outbound dialing is very easy...." Peer review by Shravan Kandi