Five9 Intelligent Cloud Contact Center Logo Award Winner Product Badge
Five9 Intelligent Cloud Contact Center Logo Award Winner Product Badge
Five9

Five9 Intelligent Cloud Contact Center

8.6 /10
Category
Five9 Intelligent Cloud Contact Center
8.6 /10

What is Five9 Intelligent Cloud Contact Center?

Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.

Company Details


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Awards & Recognition

Five9 Intelligent Cloud Contact Center won the following awards in the Contact Center as a Service - Enterprise category

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Five9 Intelligent Cloud Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Five9 Intelligent Cloud Contact Center.

87 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+87 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Five9 Intelligent Cloud Contact Center?

7% Negative
9% Neutral
84% Positive

Pros

  • Generous Negotitation
  • Reliable
  • Performance Enhancing
  • Acts with Integrity

Feature Ratings

Average 84

Contact Center Analytics

87

Knowledge Management

86

Call Recording

86

Ticket Management

85

Multi Channel Queue Management

85

Screen Prompts

84

Call Scripting and Call Flow Management

84

Contact Center Compliance Management

84

Skills Based Routing

83

Workforce Management

83

Multi Channel Intake Integration

80

Vendor Capability Ratings

Average 81

Breadth of Features

83

Business Value Created

82

Usability and Intuitiveness

82

Quality of Features

82

Ease of Implementation

81

Ease of Customization

81

Vendor Support

81

Ease of IT Administration

80

Availability and Quality of Training

80

Ease of Data Integration

79

Product Strategy and Rate of Improvement

77

Five9 Intelligent Cloud Contact Center Reviews

Martin T.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2023

One of the best products on the market!

Likeliness to Recommend

8 /10

What differentiates Five9 Intelligent Cloud Contact Center from other similar products?

It's flexible, easy to customize and very rich selection of modules.

What is your favorite aspect of this product?

Call queues and skills - very easy to manage and control.

What do you dislike most about this product?

Nothing I can think of.

What recommendations would you give to someone considering this product?

Definetely deserves a POC in every company that has a call center department!

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Carl O.

  • Role: Operations
  • Industry: Technology
  • Involvement: Initial Implementation
Validated Review
Verified Reviewer

Submitted Nov 2023

Very old school software

Likeliness to Recommend

4 /10

What differentiates Five9 Intelligent Cloud Contact Center from other similar products?

They charge a very expensive setup fee, which many providers do not do.

What is your favorite aspect of this product?

The main thing I like about Five9 is how easy to use the dashboard was, it didn't take me long to get used to the platform.

What do you dislike most about this product?

As a technology company, everything we want is to make life easy and automate as much as possible. This software did not feel as 'cloud-based' as I like, and it did not feel like a nice platform to use, purely from a personal perspective.

What recommendations would you give to someone considering this product?

Bear in mind how expensive the setup costs are.

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Generous Negotitation

Warren R.

  • Role: Operations
  • Industry: Telecommunications
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted May 2023

Great Software For Inbound And Outbound Calls

Likeliness to Recommend

10 /10

What differentiates Five9 Intelligent Cloud Contact Center from other similar products?

Five9 is the complete software for any BPO company that offers inbound and outbound calls for clients. What makes Five9 better than other software is that its gives the option for agents/user to record personalized greeting for incoming calls or even voicemail. It also have a phonebook option which stores company contact numbers.

What is your favorite aspect of this product?

I like that Five9 is easy to use and has a friendly user interface. I like that the callers information that pops up on the screen for an incoming call which makes the call flow runs smoothly. I liked that the contacts for other associated teams were set up and the status was visible, making it easier to connect with other colleagues. I like that agents can simple switch between AUX by clicking the drop down list and choose whatever ready AUX they like instead of punching in any codes.

What do you dislike most about this product?

There is nothing about Five9 That I dislike

What recommendations would you give to someone considering this product?

To me Five9 is the best cloud-based contact center software that provides all in one service,

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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