Five9

Five9 Intelligent Cloud Contact Center

Composite Score

8.3 /10

CX Score

8.4 /10

60 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.

87 Likeliness to Recommend

1
Since last award

92 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award

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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
Performance Enhancing
Acts with Integrity

Feature Ratings

Average 84

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

Average 81

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

Martin T.

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

Validated Review

Verified Reviewer

Submitted Dec 2023

One of the best products on the market!

Likeliness to Recommend

8 /10

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

It's flexible, easy to customize and very rich selection of modules.

What is your favorite aspect of this product?

Call queues and skills - very easy to manage and control.

What do you dislike most about this product?

Nothing I can think of.

What recommendations would you give to someone considering this product?

Definetely deserves a POC in every company that has a call center department!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Carl O.

Role: Operations
Industry: Technology
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Nov 2023

Very old school software

Likeliness to Recommend

4 /10

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

They charge a very expensive setup fee, which many providers do not do.

What is your favorite aspect of this product?

The main thing I like about Five9 is how easy to use the dashboard was, it didn't take me long to get used to the platform.

What do you dislike most about this product?

As a technology company, everything we want is to make life easy and automate as much as possible. This software did not feel as 'cloud-based' as I like, and it did not feel like a nice platform to use, purely from a personal perspective.

What recommendations would you give to someone considering this product?

Bear in mind how expensive the setup costs are.

Pros

Reliable
Respectful
Acts with Integrity
Generous Negotitation

Warren R.

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

Validated Review

Verified Reviewer

Submitted May 2023

Great Software For Inbound And Outbound Calls

Likeliness to Recommend

10 /10

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

Five9 is the complete software for any BPO company that offers inbound and outbound calls for clients. What makes Five9 better than other software is that its gives the option for agents/user to record personalized greeting for incoming calls or even voicemail. It also have a phonebook option which stores company contact numbers.

What is your favorite aspect of this product?

I like that Five9 is easy to use and has a friendly user interface. I like that the callers information that pops up on the screen for an incoming call which makes the call flow runs smoothly. I liked that the contacts for other associated teams were set up and the status was visible, making it easier to connect with other colleagues. I like that agents can simple switch between AUX by clicking the drop down list and choose whatever ready AUX they like instead of punching in any codes.

What do you dislike most about this product?

There is nothing about Five9 That I dislike

What recommendations would you give to someone considering this product?

To me Five9 is the best cloud-based contact center software that provides all in one service,

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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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

87 Likeliness to Recommend

1 Since last award

92 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

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).

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

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

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

Martin T.

One of the best products on the market!

Likeliness to Recommend

Pros

Carl O.

Very old school software

Likeliness to Recommend

Pros

Warren R.

Great Software For Inbound And Outbound Calls

Likeliness to Recommend

Pros

Most Popular Five9 Intelligent Cloud Contact Center Comparisons

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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