This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Five9

Five9 Intelligent CX Platform

Composite Score

8.0 /10

CX Score

8.1 /10

65 Reviews Write a Review

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Five9 Intelligent CX Platform won the following awards in the Contact Center as a Service - Enterprise category

Filter By

2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2024

2024 Data Quadrant Champion

2024

5 Top Rated Capabilities

8 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Champion

2023

4 Top Rated Capabilities

9 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2022 Data Quadrant Champion

2022

3 Top Rated Capabilities

3 Top Rated Features

2022

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

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

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?

6% Negative

10% Neutral

84% Positive

Pros

Performance Enhancing
Acts with Integrity
Transparent
Reliable

Feature Ratings

Average 83

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

Average 80

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

US Radiology + Five9 Case Study

IAA + Five9 Case Study

TruConnect + Five9 Case Study

Five9 Intelligent CX Platform Videos

Five9 Intelligent CX Platform Reviews

Williams K.

Role: Vendor Management
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Five9 is a great product

Likeliness to Recommend

8 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

Im not really sure

What is your favorite aspect of this product?

I love the reporting

What do you dislike most about this product?

Different stations for each role you play in the contact center

What recommendations would you give to someone considering this product?

Be involved with the build and layout your wants and needs upfront.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Cons

Slower Product Innovation

Chris I.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Great Cloud Contact Center Platform

Likeliness to Recommend

10 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

Ease of management and no need to open tickets or requests for every change you want to make.

What is your favorite aspect of this product?

VCC IVR management allows me to build all of my own call flows

What do you dislike most about this product?

The Community WFM product is not meant for larger or more complex contact centers

What recommendations would you give to someone considering this product?

Review the WFM and QM offerings to ensure you get one that fits your needs. The Five9 team will work with you to find the right product.

Pros

Reliable
Performance Enhancing
Enables Productivity
Saves Time

Michael C.

Role: Sales Marketing
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2024

Scalability and Flexibility

Likeliness to Recommend

8 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

Five9 offers advanced analytics and reporting capabilities to help businesses make data-driven decisions.

What is your favorite aspect of this product?

- Advanced analytics - Reliable and secure - Cost effective

What do you dislike most about this product?

- Expensive - Limited integration features - Requires efforts

What recommendations would you give to someone considering this product?

Recommended

Pros

Efficient Service
Effective Service
Client Friendly Policies
Continually Improving Product

Latest Research

Five9 Intelligent CX Platform

What is Five9 Intelligent CX Platform?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

Five9 Intelligent CX Platform Ratings

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

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Five9 Intelligent CX Platform?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Five9 Intelligent CX Platform Downloads

US Radiology + Five9 Case Study

IAA + Five9 Case Study

TruConnect + Five9 Case Study

Five9 Intelligent CX Platform Videos

The New CX Starts Here

Five9 Intelligent CX Platform Reviews

Williams K.

Five9 is a great product

Likeliness to Recommend

Pros

Cons

Chris I.

Great Cloud Contact Center Platform

Likeliness to Recommend

Pros

Michael C.

Scalability and Flexibility

Likeliness to Recommend

Pros

Most Popular Five9 Intelligent CX Platform Comparisons

Webex Contact Center

Genesys Cloud CX

NICE CXone

Avaya Cloud Office

Talkdesk CX Cloud

Experience Communications Platform

Title

Down 1
Since last award

Up 1
Since last award

Down 1
Since last award

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