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

8.5 / 10
Category
Five9 Intelligent Cloud Contact Center
8.5 / 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.

86 Likeliness to Recommend

2
Since last award

92 Plan to Renew

2
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award


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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?

7% Negative
10% Neutral
83% Positive

Pros

  • Respectful
  • Generous Negotitation
  • Reliable
  • Performance Enhancing

Feature Ratings

Average 84

Knowledge Management

87

Contact Center Analytics

86

Ticket Management

86

Call Recording

86

Screen Prompts

84

Contact Center Compliance Management

84

Multi Channel Queue Management

83

Skills Based Routing

83

Call Scripting and Call Flow Management

83

Workforce Management

82

Multi Channel Intake Integration

78

Vendor Capability Ratings

Average 80

Ease of IT Administration

94

Ease of Implementation

91

Availability and Quality of Training

90

Quality of Features

88

Product Strategy and Rate of Improvement

87

Vendor Support

86

Business Value Created

83

Ease of Customization

83

Ease of Data Integration

83

Usability and Intuitiveness

82

Breadth of Features

76

Five9 Intelligent Cloud Contact Center Reviews

Jason R.

  • Role: Sales Marketing
  • Industry: Entertainment
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2023

Simple to build, maintain, expand fast

Likeliness to Recommend

8 / 10

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

Our call center grows and shrinks quickly to meet the fluctuating demands of our customers and business partners. Our company can adapt rapidly to suit the needs of our customers thanks to our state-of-the-art IVR script and campaign management software, as well as the assistance of our dedicated account manager and technical support staff.

What is your favorite aspect of this product?

The "whisper" mode allows me to communicate with and get feedback from my manager, which is one of my favorite features of five9. It allows me to take in guidance without having to interrupt it to type anything down. The option to silence the sound is great as well.

What do you dislike most about this product?

When calls start coming in slowly or there's a hiccup in the system, that's the only time I have a problem with five9. In addition, it is annoying when I make a mistake when disposing a call and I can't simply copy and paste the number, forcing me to either take a break or retype it.

What recommendations would you give to someone considering this product?

I've noticed that Five9 is making calls far faster than they did before, and I enjoy it. As an added bonus, I appreciate how calls aren't delayed or cut off entirely like they were before.

Pros

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

Ederlyn S.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2023

Contact center without headaches

Likeliness to Recommend

10 / 10

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

I see call analytics and stats like total talk time and wait time. Customize dashboards by agent or team and configure call flows with drag-and-drop dial plan editor, assign access permissions.

What is your favorite aspect of this product?

Routing customer calls to the right agents and offer queue call-backs. It has top-of-the-line security features that keep our data safe.

What do you dislike most about this product?

Five9 has 99.9% uptime and low bandwidth usage so it keeps our teams running around the clock. It has transformed our customer interactions.

What recommendations would you give to someone considering this product?

Five9 helps everyone do their best work, wherever they’re working from. Whether you have an IT team or you’re doing it yourself, Five9 Intelligent Contact Center makes admin easy.

Pros

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

Zahedur T.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2023

All clients’ requests fulfilled professionally

Likeliness to Recommend

10 / 10

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

Five9 Intelligent Contact Center routes the calls to agents who are available when they detect an incoming call. It lets agents take breaks by assigning incoming calls to agents who’re working.

What is your favorite aspect of this product?

It lets me observe business conversations and guide agents to provide better customer service. I then use the obtained information to identify agents who need more training.

What do you dislike most about this product?

Five9 Intelligent Contact Center informs callers of their position in the queue and lets them make a call back request but not all the time. This function should be improved to enhance the user experience.

What recommendations would you give to someone considering this product?

Five9 Intelligent Contact Center can enhance your productivity and allow every client to receive their request efficiently. It can manage every query, like ticket support, sales, appointment setting, and technical issue, in a seamless manner.

Pros

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

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