Five9

Five9 Intelligent Cloud Contact Center

8.5 /10

56 Reviews Write a Review

Claim Software

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

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

Filter By

2023 Emotional Footprint Champion

Latest Award, 2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2023

2023 Data Quadrant Gold Medalist

2023

4 Top Rated Capabilities

9 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

3 Top Rated Capabilities

3 Top Rated Features

2022

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

91 Plan to Renew

3
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award

{y}

{name}

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

11% Neutral

82% Positive

Pros

Respectful
Generous Negotitation
Reliable
Performance Enhancing

Feature Ratings

Average 84

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

Average 80

Breadth of Features

Business Value Created

Usability and Intuitiveness

Quality of Features

Ease of Customization

Ease of IT Administration

Vendor Support

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Five9 Intelligent Cloud Contact Center Reviews

Role: Operations
Industry: Retail
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Dec 2022

Needs to improve reporting and transfer calls.

Likeliness to Recommend

6 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Less Inspiring

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

10 /10

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

Role: Information Technology
Industry: Construction
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Nov 2022

Easy to use, but a bit pricey

Likeliness to Recommend

10 /10

Pros

Efficient Service
Effective Service
Saves Time
Respectful

Most Popular Five9 Intelligent Cloud Contact Center Comparisons

Webex Contact Center
Compare
Genesys Cloud CX
Compare
NICE CXone
Compare
Avaya Experience Platform
Compare
Talkdesk CX Cloud
Compare
Zendesk Talk
Compare

See All Alternatives

Five9 Intelligent Cloud Contact Center

What is Five9 Intelligent Cloud Contact Center?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

Five9 Intelligent Cloud Contact Center Ratings

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

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).

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.).

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).

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.

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

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

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 Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

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.

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.

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.

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 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.

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

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.

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.

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.

Five9 Intelligent Cloud Contact Center Reviews

Needs to improve reporting and transfer calls.

Likeliness to Recommend

Pros

Cons

Riley A.

Incomparably powerful features

Likeliness to Recommend

Pros

Easy to use, but a bit pricey

Likeliness to Recommend

Pros

Most Popular Five9 Intelligent Cloud Contact Center Comparisons

Webex Contact Center

Genesys Cloud CX

NICE CXone

Avaya Experience Platform

Talkdesk CX Cloud

Zendesk Talk

2
Since last award

3
Since last award

2
Since last award

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

Ease of IT Administration

Vendor Support

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement