Five9

Five9 Intelligent CX Platform

Composite Score

8.0 /10

CX Score

8.1 /10

64 Reviews Write a Review

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What is Five9 Intelligent CX Platform?

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

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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2024

2024 Data Quadrant Gold Medalist

2024

5 Top Rated Capabilities

8 Top Rated Features

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 CX Platform 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 CX Platform.

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

1
Since last award

93 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 90%
Negotiation and Contract:: 86%
Conflict Resolution:: 87%
Strategy & Innovation:: 85%
Service Experience:: 88%

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 CX Platform?

6% Negative

11% Neutral

83% Positive

Pros

Acts with Integrity
Performance Enhancing
Transparent
Respectful

Feature Ratings

Average 84

Multi Channel Queue Management

Contact Center Analytics

Call Recording

Call Scripting and Call Flow Management

Knowledge Management

Contact Center Compliance Management

Skills Based Routing

Ticket Management

Screen Prompts

Workforce Management

Multi Channel Intake Integration

Vendor Capability Ratings

Average 80

Usability and Intuitiveness

Business Value Created

Breadth of Features

Ease of Implementation

Quality of Features

Ease of Data Integration

Vendor Support

Ease of Customization

Availability and Quality of Training

Ease of IT Administration

Product Strategy and Rate of Improvement

Five9 Intelligent CX Platform Downloads

US Radiology + Five9 Case Study

IAA + Five9 Case Study

TruConnect + Five9 Case Study

Five9 Intelligent CX Platform Videos

Five9 Intelligent CX Platform Reviews

Otávio P.

Role: Information Technology
Industry: Finance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use and develop on Pays for it's usabilit

Likeliness to Recommend

10 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

Easy manipulation/self learning

What is your favorite aspect of this product?

The IVR functionalities

What do you dislike most about this product?

Lack of control over SIP integrations/flows

What recommendations would you give to someone considering this product?

Should see it running on your own corp level to certainty of success over implementation

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

John P.

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

Validated Review

Verified Reviewer

Submitted Oct 2022

Steady performance helps easily meet expectations

Likeliness to Recommend

10 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

There are many unique features of the Five9 Intelligent Cloud Contact Center including advanced IVR speech recognition. This feature is not that much available in other software

What is your favorite aspect of this product?

This software has many features including options for call recording, having access to mobile and desktop versions. The feature of call forwarding and real-time disaster is also available

What do you dislike most about this product?

There is no option for tracking emergency calls. When we have a high demand for calls we need a constant reliable internet connection when using this tool

What recommendations would you give to someone considering this product?

When you are getting your hands on this software you will notice that it is easy to use. New agents will have no problem using this software. It also helps in directly routing the call to the agent that has already a relationship with the customer

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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 CX Platform 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

Five9 Intelligent CX Platform

What is Five9 Intelligent CX Platform?

Company Details

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Awards & Recognition

2024 Emotional Footprint Champion

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 CX Platform Ratings

86 Likeliness to Recommend

1 Since last award

93 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Five9 Intelligent CX Platform?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

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

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.).

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).

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.

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

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.

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.

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

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.

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.

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.

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.

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 Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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 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.

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

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 CX Platform Downloads

US Radiology + Five9 Case Study

IAA + Five9 Case Study

TruConnect + Five9 Case Study

Five9 Intelligent CX Platform Videos

The New CX Starts Here

Five9 Intelligent CX Platform Reviews

Otávio P.

Easy to use and develop on Pays for it's usabilit

Likeliness to Recommend

Pros

John P.

Steady performance helps easily meet expectations

Likeliness to Recommend

Pros

Melissa B.

Multitude of routing options

Likeliness to Recommend

Pros

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Feature Ratings

Multi Channel Queue Management

Contact Center Analytics

Call Recording

Call Scripting and Call Flow Management

Knowledge Management

Contact Center Compliance Management

Skills Based Routing

Ticket Management

Screen Prompts

Workforce Management

Multi Channel Intake Integration

Vendor Capability Ratings

Usability and Intuitiveness

Business Value Created

Breadth of Features

Ease of Implementation

Quality of Features

Ease of Data Integration

Vendor Support

Ease of Customization

Availability and Quality of Training

Ease of IT Administration

Product Strategy and Rate of Improvement