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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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
92 Plan to Renew
1
Since last award
79 Satisfaction of Cost Relative to Value
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?
Pros
- Generous Negotitation
- Reliable
- Acts with Integrity
- Performance Enhancing
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
Contact Center Analytics
Knowledge Management
Call Recording
Multi Channel Queue Management
Ticket Management
Screen Prompts
Call Scripting and Call Flow Management
Contact Center Compliance Management
Skills Based Routing
Workforce Management
Multi Channel Intake Integration
Vendor Capability Ratings
Breadth of Features
Business Value Created
Usability and Intuitiveness
Quality of Features
Ease of Implementation
Ease of Customization
Vendor Support
Ease of IT Administration
Availability and Quality of Training
Ease of Data Integration
Product Strategy and Rate of Improvement
Five9 Intelligent Cloud Contact Center Reviews
Ederlyn S.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Mar 2023
Contact center without headaches
Likeliness to Recommend
What differentiates Five9 Intelligent Cloud Contact Center 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
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 Cloud Contact Center 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 Cloud Contact Center 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
