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Five9

Five9 Intelligent Cloud Contact Center

Composite Score

8.0 /10

CX Score

8.1 /10

59 Reviews Write a Review

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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2024 Data Quadrant Gold Medalist

Latest Award, 2024

5 Top Rated Capabilities

8 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

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 Gold Medalist

2022

3 Top Rated Capabilities

3 Top Rated Features

2022

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

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

Average 80

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

Basant S.

Role: Consultant
Industry: Healthcare
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use with all CC features one UI

Likeliness to Recommend

10 /10

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

AI capabilities Integration with third party Reporting Wfm capability

What is your favorite aspect of this product?

AI capability

What do you dislike most about this product?

Didn’t notice anything

What recommendations would you give to someone considering this product?

Easy to manage this product on cloud

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Otávio P.

Role: Information Technology
Industry: Finance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use and develop on Pays for it's usabilit

Likeliness to Recommend

10 /10

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

Easy manipulation/self learning

What is your favorite aspect of this product?

The IVR functionalities

What do you dislike most about this product?

Lack of control over SIP integrations/flows

What recommendations would you give to someone considering this product?

Should see it running on your own corp level to certainty of success over implementation

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

John P.

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

Validated Review

Verified Reviewer

Submitted Oct 2022

Steady performance helps easily meet expectations

Likeliness to Recommend

10 /10

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

There are many unique features of the Five9 Intelligent Cloud Contact Center including advanced IVR speech recognition. This feature is not that much available in other software

What is your favorite aspect of this product?

This software has many features including options for call recording, having access to mobile and desktop versions. The feature of call forwarding and real-time disaster is also available

What do you dislike most about this product?

There is no option for tracking emergency calls. When we have a high demand for calls we need a constant reliable internet connection when using this tool

What recommendations would you give to someone considering this product?

When you are getting your hands on this software you will notice that it is easy to use. New agents will have no problem using this software. It also helps in directly routing the call to the agent that has already a relationship with the customer

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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How We Deliver

Five9 Intelligent Cloud Contact Center

What is Five9 Intelligent Cloud Contact Center?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

Five9 Intelligent Cloud Contact Center Ratings

86 Likeliness to Recommend

92 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Five9 Intelligent Cloud Contact Center?

Pros

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

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.).

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

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).

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

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.

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.

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

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

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

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.

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.

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.

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 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.

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.

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

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

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 Cloud Contact Center Reviews

Basant S.

Easy to use with all CC features one UI

Likeliness to Recommend

Pros

Otávio P.

Easy to use and develop on Pays for it's usabilit

Likeliness to Recommend

Pros

John P.

Steady performance helps easily meet expectations

Likeliness to Recommend

Pros

Most Popular Five9 Intelligent Cloud Contact Center Comparisons

Webex Contact Center

Genesys Cloud CX

NICE CXone

Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

Title

1
Since last award

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