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
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1
Since last award
93 Plan to Renew
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Since last award
79 Satisfaction of Cost Relative to Value
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1
Since last award
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?
Pros
- Performance Enhancing
- Acts with Integrity
- Transparent
- Reliable
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
Contact Center Analytics
Call Recording
Call Scripting and Call Flow Management
Knowledge Management
Skills Based Routing
Contact Center Compliance Management
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
Five9 Intelligent CX Platform Downloads
Five9 Intelligent CX Platform Videos
The New CX Starts Here
Five9 Intelligent CX Platform Reviews
Zahedur T.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Feb 2023
All clients’ requests fulfilled professionally
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
Five9 Intelligent Contact Center routes the calls to agents who are available when they detect an incoming call. It lets agents take breaks by assigning incoming calls to agents who’re working.
What is your favorite aspect of this product?
It lets me observe business conversations and guide agents to provide better customer service. I then use the obtained information to identify agents who need more training.
What do you dislike most about this product?
Five9 Intelligent Contact Center informs callers of their position in the queue and lets them make a call back request but not all the time. This function should be improved to enhance the user experience.
What recommendations would you give to someone considering this product?
Five9 Intelligent Contact Center can enhance your productivity and allow every client to receive their request efficiently. It can manage every query, like ticket support, sales, appointment setting, and technical issue, in a seamless manner.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Stella Y.
- Role: Sales Marketing
- Industry: Telecommunications
- Involvement: End User of Application
Submitted Jan 2023
Simplified predictive dialer
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
Channels available include voice, email, webchat and text. An AI-enabled feature that can transcribe calls in real time, identify questions from customers and give agents the answers.
What is your favorite aspect of this product?
It offers insights, which provides call summaries, so agents don't have to replay an entire call to understand a conversation.
What do you dislike most about this product?
It has a quick implementation time but its customization capabilities can create issues, such as bugs and integration challenges.
What recommendations would you give to someone considering this product?
Five9 offers omnichannel capabilities to increase and foster customer engagement, as well as enable contact centers to move beyond traditional phone service and human agent support.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Amr E.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Jan 2023
Fantastic agent-centered UX
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
Innately cloud-based to enable seamless remote agent working and support for multi-site businesses. It allows us to build schedules, manage timelines, and select calls for review. By combining this with the performance management dashboard, it makes this solution beneficial for our team as well as the customers.
What is your favorite aspect of this product?
It also allows agents to switch between incoming calls and outbound calls, which is great when we are dealing with a marketing campaign alongside customer support.
What do you dislike most about this product?
While it may have less features than some of the others on the list, the flexibility makes it a great option for business in the process of scaling.
What recommendations would you give to someone considering this product?
If you are looking for a contact center solution, Five9 has a variety of call routing features, including IVR, and it’s workforce management tools allow you to schedule agents based on their skills.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
