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Five9 Intelligent CX Platform Logo Award Winner Product Badge
Five9 Intelligent CX Platform Logo Award Winner Product Badge
Five9

Five9 Intelligent CX Platform

Composite Score
8.0 /10
CX Score
8.1 /10
Category
Five9 Intelligent CX Platform
8.0 /10

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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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

Down 1
Since last award

93 Plan to Renew

Up 1
Since last award

79 Satisfaction of Cost Relative to Value

Down 1
Since last award


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
90%
Negotiation and Contract:
87%
Conflict Resolution:
88%
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?

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6% Negative
10% Neutral
84% Positive

Pros

  • Performance Enhancing
  • Acts with Integrity
  • Transparent
  • Reliable

Feature Ratings

Average 83

Multi Channel Queue Management

86

Contact Center Analytics

85

Call Recording

85

Call Scripting and Call Flow Management

84

Knowledge Management

84

Skills Based Routing

83

Contact Center Compliance Management

83

Ticket Management

83

Screen Prompts

82

Workforce Management

80

Multi Channel Intake Integration

80

Vendor Capability Ratings

Average 80

Usability and Intuitiveness

82

Business Value Created

82

Breadth of Features

82

Ease of Implementation

81

Quality of Features

81

Ease of Data Integration

80

Vendor Support

79

Ease of Customization

79

Availability and Quality of Training

79

Ease of IT Administration

78

Product Strategy and Rate of Improvement

77

Five9 Intelligent CX Platform Downloads

Five9 Intelligent CX Platform Videos

Five9 Intelligent CX Platform Reviews

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 CX Platform 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

Jason R.

  • Role: Sales Marketing
  • Industry: Entertainment
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2023

Simple to build, maintain, expand fast

Likeliness to Recommend

8 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

Our call center grows and shrinks quickly to meet the fluctuating demands of our customers and business partners. Our company can adapt rapidly to suit the needs of our customers thanks to our state-of-the-art IVR script and campaign management software, as well as the assistance of our dedicated account manager and technical support staff.

What is your favorite aspect of this product?

The "whisper" mode allows me to communicate with and get feedback from my manager, which is one of my favorite features of five9. It allows me to take in guidance without having to interrupt it to type anything down. The option to silence the sound is great as well.

What do you dislike most about this product?

When calls start coming in slowly or there's a hiccup in the system, that's the only time I have a problem with five9. In addition, it is annoying when I make a mistake when disposing a call and I can't simply copy and paste the number, forcing me to either take a break or retype it.

What recommendations would you give to someone considering this product?

I've noticed that Five9 is making calls far faster than they did before, and I enjoy it. As an added bonus, I appreciate how calls aren't delayed or cut off entirely like they were before.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Ederlyn S.

  • Role: Sales Marketing
  • Industry: Manufacturing
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2023

Contact center without headaches

Likeliness to Recommend

10 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

I see call analytics and stats like total talk time and wait time. Customize dashboards by agent or team and configure call flows with drag-and-drop dial plan editor, assign access permissions.

What is your favorite aspect of this product?

Routing customer calls to the right agents and offer queue call-backs. It has top-of-the-line security features that keep our data safe.

What do you dislike most about this product?

Five9 has 99.9% uptime and low bandwidth usage so it keeps our teams running around the clock. It has transformed our customer interactions.

What recommendations would you give to someone considering this product?

Five9 helps everyone do their best work, wherever they’re working from. Whether you have an IT team or you’re doing it yourself, Five9 Intelligent Contact Center makes admin easy.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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