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Five9 Intelligent Cloud Contact Center Logo Award Winner Product Badge
Five9 Intelligent Cloud Contact Center Logo Award Winner Product Badge
Five9

Five9 Intelligent Cloud Contact Center

Composite Score
8.0 /10
CX Score
8.1 /10
Category
Five9 Intelligent Cloud Contact Center
8.0 /10

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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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

86

Knowledge Management

86

Call Recording

85

Multi Channel Queue Management

85

Ticket Management

85

Screen Prompts

83

Call Scripting and Call Flow Management

83

Contact Center Compliance Management

83

Skills Based Routing

83

Workforce Management

82

Multi Channel Intake Integration

80

Vendor Capability Ratings

Average 80

Breadth of Features

82

Business Value Created

82

Usability and Intuitiveness

81

Quality of Features

81

Ease of Implementation

81

Ease of Customization

80

Vendor Support

80

Ease of IT Administration

80

Availability and Quality of Training

79

Ease of Data Integration

79

Product Strategy and Rate of Improvement

77

Five9 Intelligent Cloud Contact Center Reviews

Pankaj K.

  • Role: Operations
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Aug 2024

Fantastic Support Team and excellent product

Likeliness to Recommend

9 /10

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

The feature of live monitoring the calls with screen capture enables you to see whats happening on the agents screens and if the application is being used correctly or not.

What is your favorite aspect of this product?

The option of customizing the reports using various filters and sort options, we can get report of every second or minute that helps in properly analyzing the performance of the contact center

What do you dislike most about this product?

There is nothing specific to dislike about

What recommendations would you give to someone considering this product?

Any one who is looking for a call center tool , this is the best one. Their support team is awesome and available 24/7. They work closely during the implementation and assign multiple account manager to look for your needs. Most of the requirements like modifying the call script, IVR flow and agent access gets taken care by the account manager itself.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Maddison B.

  • Role: Finance
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jul 2024

Five9: Transforming Customer Feedback

Likeliness to Recommend

8 /10

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

​The fact that feedback from several platforms is assimilated into one is quite amazing. It is also possible to receive real-time survey reports and survey results with the help of this application. I appreciated this quick absorption because we were able to revise the user guide and send closeout e-mails more than a week after the launch. Like with any other company, Five9 assists in controlling risks and enhancing the quality of the business' products and services.

What is your favorite aspect of this product?

Creating the surveys is simple and quick and allows us to have surveys that meet our requirements. The follow-up that is made to surveyors who call people who do not complete the survey has also assisted in acquiring more responses. It is also possible to connect the survey results to identified clients.

What do you dislike most about this product?

And as I mentioned, here is one thing that is somewhat missing at Five9, at least it could be considered a drawback at the moment, the smartphone application . The options to use it, especially if you wish to check other completed surveys or if you want to make some changes on the go, are quite limited, and this can be quite irritating.

What recommendations would you give to someone considering this product?

Through the embrace of the Five9, companies have transformed the way they gather and utilize information concerning their clients. We introduced a new product in the last quarter, and we also employed Five9 for polls. It took no more than one hour to get ready for this event. The setup was simple. The live tracking board was helpful as soon as answers began coming in. Thus, one thing which bewildered some customers was.

Pros

  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity
  • Efficient Service

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

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