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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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
87 Likeliness to Recommend
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Since last award
92 Plan to Renew
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Since last award
80 Satisfaction of Cost Relative to Value
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Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+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?
Pros
- Generous Negotitation
- Reliable
- Performance Enhancing
- Acts with Integrity
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Contact Center Analytics
Knowledge Management
Call Recording
Ticket Management
Multi Channel Queue Management
Screen Prompts
Call Scripting and Call Flow Management
Contact Center Compliance Management
Skills Based Routing
Workforce Management
Multi Channel Intake Integration
Vendor Capability Ratings
Breadth of Features
Business Value Created
Usability and Intuitiveness
Quality of Features
Ease of Implementation
Ease of Customization
Vendor Support
Ease of IT Administration
Availability and Quality of Training
Ease of Data Integration
Product Strategy and Rate of Improvement
Five9 Intelligent Cloud Contact Center Reviews
Jason R.
- Role: Sales Marketing
- Industry: Entertainment
- Involvement: IT Leader or Manager
Submitted Mar 2023
Simple to build, maintain, expand fast
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Ederlyn S.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Mar 2023
Contact center without headaches
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Zahedur T.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Feb 2023
All clients’ requests fulfilled professionally
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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