Five9

Five9 Intelligent Cloud Contact Center

Composite Score

8.2 /10

CX Score

8.3 /10

59 Reviews Write a Review

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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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2024 Data Quadrant Gold Medalist

Latest Award, 2024

5 Top Rated Capabilities

8 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

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.

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.

86 Likeliness to Recommend

92 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

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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?

7% Negative

9% Neutral

84% Positive

Pros

Generous Negotitation
Reliable
Acts with Integrity
Performance Enhancing

Feature Ratings

Average 84

Contact Center Analytics

Knowledge Management

Call Recording

Multi Channel Queue Management

Ticket 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

Average 80

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

Melissa B.

Role: Sales Marketing
Industry: Machinery
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Multitude of routing options

Likeliness to Recommend

8 /10

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

Validated Review

Verified Reviewer

Submitted Sep 2022

Simple to use modern-day contact center

Likeliness to Recommend

10 /10

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

Derya Y.

Role: Information Technology
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted May 2022

Features Satisfie! :)

Likeliness to Recommend

10 /10

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

Five9 is most ease to use and most efficient one when it compared to the others.

What is your favorite aspect of this product?

Easiness of use

What do you dislike most about this product?

There is nothing to say about it.

What recommendations would you give to someone considering this product?

You should definitely use it :)

Pros

Helps Innovate
Reliable
Unique Features
Efficient Service

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Five9 Intelligent Cloud Contact Center

What is Five9 Intelligent Cloud Contact Center?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

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

92 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 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

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.).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

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).

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

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

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.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

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

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 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.

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.

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

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

Melissa B.

Multitude of routing options

Likeliness to Recommend

Pros

Nicole A.

Simple to use modern-day contact center

Likeliness to Recommend

Pros

Derya Y.

Features Satisfie! :)

Likeliness to Recommend

Pros

Most Popular Five9 Intelligent Cloud Contact Center Comparisons

Webex Contact Center

Genesys Cloud CX

NICE CXone

Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

1
Since last award

Feature Ratings

Contact Center Analytics

Knowledge Management

Call Recording

Multi Channel Queue Management

Ticket 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