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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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.
86 Likeliness to Recommend
1
Since last award
92 Plan to Renew
80 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 90%
- Negotiation and Contract:
- 86%
- Conflict Resolution:
- 87%
- Strategy & Innovation:
- 85%
- Service Experience:
- 87%
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 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?
Pros
- Performance Enhancing
- Acts with Integrity
- Respectful
- Transparent
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
Multi Channel Queue Management
Knowledge Management
Contact Center Analytics
Call Recording
Call Scripting and Call Flow Management
Ticket Management
Contact Center Compliance Management
Skills Based Routing
Screen Prompts
Workforce Management
Multi Channel Intake Integration
Vendor Capability Ratings
Business Value Created
Breadth of Features
Usability and Intuitiveness
Ease of Implementation
Quality of Features
Ease of Customization
Vendor Support
Ease of Data Integration
Availability and Quality of Training
Ease of IT Administration
Product Strategy and Rate of Improvement
The New CX Starts Here
Five9 Intelligent CX Platform Reviews
Carl O.
- Role: Operations
- Industry: Technology
- Involvement: Initial Implementation
Submitted Nov 2023
Very old school software
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform 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
Please tell us why you think this review should be flagged.
Warren R.
- Role: Operations
- Industry: Telecommunications
- Involvement: End User of Application
Submitted May 2023
Great Software For Inbound And Outbound Calls
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform 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
Please tell us why you think this review should be flagged.
Gary B.
- Role: Operations
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Apr 2025
Growing with Five9
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
The support you receive on everyday situations differentiates Five9 from other platforms.
What is your favorite aspect of this product?
I can make changes in real time that enhance the agent and customer experience.
What do you dislike most about this product?
I wish integration was a little smoother and the need to have multiple passwords for different areas was not needed.
What recommendations would you give to someone considering this product?
Great product and even better support!
Pros
- Reliable
- Performance Enhancing
- Trustworthy
- Respectful
Please tell us why you think this review should be flagged.
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