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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Real user data aggregated to summarize the product performance and customer experience.
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86 Likeliness to Recommend
2
Since last award
91 Plan to Renew
3
Since last award
79 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+86 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?
Pros
- Respectful
- Generous Negotitation
- Reliable
- Performance Enhancing
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Knowledge Management
Contact Center Analytics
Ticket Management
Call Recording
Screen Prompts
Contact Center Compliance Management
Multi Channel Queue Management
Skills Based Routing
Call Scripting and Call Flow Management
Workforce Management
Multi Channel Intake Integration
Vendor Capability Ratings
Breadth of Features
Business Value Created
Usability and Intuitiveness
Quality of Features
Ease of Customization
Vendor Support
Ease of IT Administration
Ease of Implementation
Availability and Quality of Training
Ease of Data Integration
Product Strategy and Rate of Improvement
Five9 Intelligent Cloud Contact Center Reviews
John P.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Oct 2022
Steady performance helps easily meet expectations
Likeliness to Recommend
What differentiates Five9 Intelligent Cloud Contact Center from other similar products?
There are many unique features of the Five9 Intelligent Cloud Contact Center including advanced IVR speech recognition. This feature is not that much available in other software
What is your favorite aspect of this product?
This software has many features including options for call recording, having access to mobile and desktop versions. The feature of call forwarding and real-time disaster is also available
What do you dislike most about this product?
There is no option for tracking emergency calls. When we have a high demand for calls we need a constant reliable internet connection when using this tool
What recommendations would you give to someone considering this product?
When you are getting your hands on this software you will notice that it is easy to use. New agents will have no problem using this software. It also helps in directly routing the call to the agent that has already a relationship with the customer
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Melissa B.
- Role: Sales Marketing
- Industry: Machinery
- Involvement: End User of Application
Submitted Oct 2022
Multitude of routing options
Likeliness to Recommend
What differentiates Five9 Intelligent Cloud Contact Center from other similar products?
Five9 Cloud Contact Center enabled agents to handle all communication channels through a simple platform. Matching the incoming caller with the best agent enhances the customer experience
What is your favorite aspect of this product?
Lets our customers drop a message when we are not accessible. This ensured no calls are left unattended at our virtual call center with customized Voicemail services
What do you dislike most about this product?
There is no distinct ring to separate a line on hold and a regular incoming phone call. The user interface for the agent app should be more user-friendly
What recommendations would you give to someone considering this product?
Five9 has built a contact center solution that fits in a company of any size. Right from routing calls to a specifiic list of agents to offering all incoming calls to all agents at once, it has different routing options
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Nicole A.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Sep 2022
Simple to use modern-day contact center
Likeliness to Recommend
What differentiates Five9 Intelligent Cloud Contact Center from other similar products?
Five9 Virtual Contact Center was designed with sophisticated call routing facilities in mind, as well as high-end call handling and management functions
What is your favorite aspect of this product?
Sequential agent selection distributes calls to agents in a particular order or with particular skills based routing option to the agent who is best skilled to answer the call
What do you dislike most about this product?
Where the Five9's Outbound product feels different is its technology is dependent on dialers, to enable sales, marketing and promotional teams to optimize outbound campaigns based on algorithms
What recommendations would you give to someone considering this product?
Despite its capabilities and advabced features Five9 Virtual Contact Center is easy to install and use, which makes it suitable for SMB as well as enterprises
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
