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
Ease of IT Administration
Ease of Implementation
Availability and Quality of Training
Quality of Features
Product Strategy and Rate of Improvement
Vendor Support
Business Value Created
Ease of Customization
Ease of Data Integration
Usability and Intuitiveness
Breadth of Features
Five9 Intelligent Cloud Contact Center Reviews
Stella Y.
- Role: Sales Marketing
- Industry: Telecommunications
- Involvement: End User of Application
Submitted Jan 2023
Simplified predictive dialer
Likeliness to Recommend
What differentiates Five9 Intelligent Cloud Contact Center from other similar products?
Channels available include voice, email, webchat and text. An AI-enabled feature that can transcribe calls in real time, identify questions from customers and give agents the answers.
What is your favorite aspect of this product?
It offers insights, which provides call summaries, so agents don't have to replay an entire call to understand a conversation.
What do you dislike most about this product?
It has a quick implementation time but its customization capabilities can create issues, such as bugs and integration challenges.
What recommendations would you give to someone considering this product?
Five9 offers omnichannel capabilities to increase and foster customer engagement, as well as enable contact centers to move beyond traditional phone service and human agent support.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Amr E.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Jan 2023
Fantastic agent-centered UX
Likeliness to Recommend
What differentiates Five9 Intelligent Cloud Contact Center from other similar products?
Innately cloud-based to enable seamless remote agent working and support for multi-site businesses. It allows us to build schedules, manage timelines, and select calls for review. By combining this with the performance management dashboard, it makes this solution beneficial for our team as well as the customers.
What is your favorite aspect of this product?
It also allows agents to switch between incoming calls and outbound calls, which is great when we are dealing with a marketing campaign alongside customer support.
What do you dislike most about this product?
While it may have less features than some of the others on the list, the flexibility makes it a great option for business in the process of scaling.
What recommendations would you give to someone considering this product?
If you are looking for a contact center solution, Five9 has a variety of call routing features, including IVR, and it’s workforce management tools allow you to schedule agents based on their skills.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Norbert S.
- Role: Sales Marketing
- Industry: Electronics
- Involvement: End User of Application
Submitted Dec 2022
Budget-friendly and a smart choice
Likeliness to Recommend
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
