Five9 Intelligent Cloud Contact Center Customer Reviews 2023 |

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.

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Awards & Recognition

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

93 Plan to Renew

80 Satisfaction of Cost Relative to Value

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?

5% Negative

13% Neutral

82% Positive

Pros

Respectful
Performance Enhancing
Generous Negotitation
Reliable

Score 8.4

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Five9 Intelligent Cloud Contact Center Reviews

Norbert S.

Role: Sales Marketing
Industry: Electronics
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Budget-friendly and a smart choice

Likeliness to Recommend

100

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

We got the richest set of capabilities built from the ground up and we are certain we are operating with maximum reliability, flexibility and control. The real-time dashboards of Five9 Contact Center shows key metrics like call queue statistics, average wait time and agent status

What is your favorite aspect of this product?

The automatic outbound caller ID feature ensures that our agenys call our foreign-based clients from a local phone number. Pre-defined templates for reports are available and it clearly shows our current performance dashboard

What do you dislike most about this product?

The ability to label each call with a self-made tag. This can allow us to sort calls into categories and quickly identify what type of call it is so that we direct it to the right agent immediately

What recommendations would you give to someone considering this product?

Five9 built a strong server infrastructure so your call can be as smooth as possible, without any interruption or unexpected drops. If you use Five9 Contact Center, staying organized will be easy if your agents have a lot going on

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Riley A.

Role: Sales Marketing
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

Incomparably powerful features

Likeliness to Recommend

100

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

Five9 Intelligent Contact Center does a great job of keeping everything simple by letting customers efficiently use the platform and easily get in touch with our brand m

What is your favorite aspect of this product?

Five9 Intelligent Contact Center features a speech-enabled IVR that allows customers to use their voice to navigate through the solution and get more information about their call

What do you dislike most about this product?

Better analytics features that will help us detect weak points in our customers contact center and the challenges they are facing while using the solution, and use the data provided to improve it gradually

What recommendations would you give to someone considering this product?

Five9 Intelligent Contact Center is an excellent option for businesses looking for a call center software that provides a lot value. This software comes with unique features that will empower customer support teams

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

GAURAV K.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Nice product features

Likeliness to Recommend

67

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

Nice product features and competitive service

What is your favorite aspect of this product?

Integrations with support

What do you dislike most about this product?

Not applicable, Post service support.

What recommendations would you give to someone considering this product?

Nice product and service

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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Five9 Intelligent Cloud Contact Center

8.4 / 10

Five9 Intelligent Cloud Contact Center

8.4 / 10

What is Five9 Intelligent Cloud Contact Center?

Company Details

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Awards & Recognition

Emotional Footprint Champion

Data Quadrant Gold Medalist

Emotional Footprint Champion

Data Quadrant Gold Medalist

Five9 Intelligent Cloud Contact Center Ratings

87 Likeliness to Recommend

93 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Five9 Intelligent Cloud Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Workforce Management The solution provides the ability to manage a structured employee shortlist, track skills and interactions, store notes and flags, and schedule employee working shifts.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

Contact Center as a Service - Enterprise

Five9 Intelligent Cloud Contact Center Reviews

Norbert S.

Budget-friendly and a smart choice

Likeliness to Recommend

Pros

Riley A.

Incomparably powerful features

Likeliness to Recommend

Pros

GAURAV K.

Nice product features

Likeliness to Recommend

Pros

Most Popular Five9 Intelligent Cloud Contact Center Comparisons

Webex Contact Center

NICE CXone

Avaya Experience Platform

Talkdesk CX Cloud

Genesys Cloud CX

Alvaria Cloud

Feature Ratings

Knowledge Management

Ticket Management

Call Recording

Contact Center Analytics

Screen Prompts

Contact Center Compliance Management

Skills Based Routing

Multi Channel Queue Management

Call Scripting and Call Flow Management

Workforce Management

Multi Channel Intake Integration

Vendor Capability Ratings

Breadth of Features

Ease of IT Administration

Business Value Created

Ease of Customization

Quality of Features

Ease of Implementation

Usability and Intuitiveness

Vendor Support

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement