Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

Based on my experience, I really like the iVe9 Intelligent Cloud Contact Center Platform for handling inbound and outbound calls. It is easy to navigate, and I find it very helpful for monitoring my teams in real time. Review collected by and hosted on G2.com.

When running a report, sometimes setting it up can be a bit complicated, especially when customizing data or building my own custom report. Sometimes it takes time to get my results during peak hours. But overall, the system works fine once you get used to it. Review collected by and hosted on G2.com.

What I like best about Five9 is its intuitive and user-friendly interface, which makes it easy for agents—even those less comfortable with technology—to navigate. The supervisor dashboards are invaluable for real-time monitoring, and the customizable widgets allow each supervisor to tailor their view to their specific needs. With their robust reporting capabilities—you can find virtually any data point you’re looking for, which makes performance tracking and decision-making much easier. From an administrator perspective, I especially appreciate the ability to configure campaigns with ease. In addition, Five9’s support team is highly responsive and provides detailed technical guidance when needed. The Five9 Knowledge Base and University are also excellent resources, offering articles and training that help expand product knowledge and drive adoption. Review collected by and hosted on G2.com.

The main drawback I’ve experienced is the requirement for Java in the administrator view. However, since this functionality is actively migrating to the web version, this limitation is already being addressed and is on its way to being fully resolved. Review collected by and hosted on G2.com.

Nowadays the integration of IVA and DVA in customer operations is having a big impact due to AI technology. That's why Five9 offers the posibility to automate process that before they were an agent work day to day. Doing use of AI engines, such as Copilot, OpenAI and data stores or acknowledgment, it improve the efficiency and agiliza the CX due to the response is in real time consulting the data immediately and giving a CX efective and of first level. Our customer is glad, because of them reducing time attention and increasing your SLA, lees cost and is having a cutting-edge AI solution. Review collected by and hosted on G2.com.

At the moment, I have a very good experince using IVA and DVA Five9 solution. Review collected by and hosted on G2.com.

The integration is especially convenient for our associates, many of whom work remotely using their own hardware setups. By streamlining access and ensuring compatibility across various personal devices, it minimizes technical barriers and enhances productivity. This flexibility not only supports a more efficient remote work environment but also reduces the need for additional IT resources or hardware provisioning. Review collected by and hosted on G2.com.

While the Salesforce integration with Five9 offers valuable functionality, there are some recurring technical hiccups that impact the user experience. Many of our associates regularly encounter issues when attempting to launch the Five9 integrated softphone app within Salesforce. Common problems include persistent acknowledgement notices that fail to close, effectively blocking the login process, as well as error messages indicating that required components—such as the Five9 Chrome extension or the desktop adapter—are missing, even when they are already installed. These disruptions, although typically brief, can cause frustrating delays and negatively affect workflow efficiency, especially for remote associates who rely on a smooth and reliable login process to begin their workday. Review collected by and hosted on G2.com.

Our experience with Five9 has been outstanding. The transition was smooth, and their solutions significantly improved our operations. Their AI-driven offerings seamlessly integrated with our existing platforms. The reliable service and fast deployment helped reduce costs while enhancing customer interaction. We've witnessed lowered response times and better staff morale. Five9's customer-centric approach truly elevates service delivery. Review collected by and hosted on G2.com.

One drawback is that email isn’t fully integrated into the omnichannel experience. Agents still face extra steps compared to phone or chat. Review collected by and hosted on G2.com.

I am highly impressed with the Five9 Intelligent Cloud Contact Center Platform for its seamless functionality in my role. I use it all day to make and receive numerous inbound sales calls, which is crucial for my job at the sales desk and has proven to be an integral tool. The call transferring and conferencing features stand out as exceptionally useful; they are easy to learn and operate, significantly impacting my workflow positively. The platform's capabilities have made it a must-have for my role, ensuring that calls come in and go out efficiently while facilitating smooth call transfers and conferencing as needed. This software does everything it is supposed to and does it well, making it an indispensable part of my daily operations. If I required such a platform in the future, I would definitely consider using Five9 again due to its ability to fulfill all aspects of my functional needs, making it an invaluable asset to my professional tasks. Review collected by and hosted on G2.com.

I would like the look of Five9 Intelligent Cloud Contact Center Platform to improve. A more user-friendly feel would be nice. Review collected by and hosted on G2.com.

The best thing about using Five9 is that it is easy to use; you don't have to be tech-savvy to start taking calls with it. From the initial setup to logging in and out every day. Review collected by and hosted on G2.com.

It's not the best tool I've used to take calls because of some glitches that make your daily work not so smooth. These include the fact that it is constantly freezing, you have to randomly uninstall and reinstall (after a year of use), and it refreshes or logs out while you're on a call. Review collected by and hosted on G2.com.

It has been about a year since I have been introduced to F9 software. I like that it easy to locate previous call history. I like that we have a option to transfer and park calls while we work on other sections to help service our passengers. Also when I forgot my password Customer support was very hlepful. Review collected by and hosted on G2.com.

I don't like how if too many people are logged in we have to type in multiple station numbers in order to login for the day. It is random and can be time consuming to find the right station thats free to login. Review collected by and hosted on G2.com.

What I like best about the Five9 Intelligent Cloud Contact Center Platform is its reliability and ease of use. The system is very intuitive, making it simple for agents to navigate and manage calls efficiently. Features like call routing, real-time reporting, and CRM integration really help streamline workflows and improve customer interactions. I also appreciate the scalability, it can easily support both small teams and larger operations without losing performance. The cloud based setup gives flexibility for remote work, and the uptime has been excellent. Overall, Five9 provides a professional, dependable solution that enhances both agent productivity and customer satisfaction. Review collected by and hosted on G2.com.

The only issue I’ve experienced with Five9 was one instance where I got stuck on the “Status Check” page and couldn’t proceed. Fortunately, their technical support team was quick to assist and resolved the problem efficiently. It hasn’t been a recurring issue, and the support experience gave me confidence in their responsiveness Review collected by and hosted on G2.com.

The Five9 VCC Administrator role is a cornerstone in managing and optimizing contact center operations. It offers a robust suite of tools and configurations that empower administrators to tailor the platform to meet business needs efficiently.

Scripting Tools

One of the standout features is the Five9 Scripting Tool, which allows administrators to create dynamic, logic-driven scripts that guide agents through customer interactions. These scripts can include conditional branching, data capture fields, and embedded CRM data, ensuring consistency and compliance across calls.

Ease of Implementation

Five9 stands out for its straightforward deployment process. Whether cloud-based or hybrid, the platform is designed for rapid onboarding with minimal disruption. The admin interface is user-friendly, allowing teams to configure campaigns, IVRs, and agent profiles without needing deep technical expertise. Pre-built templates and drag-and-drop tools further simplify setup.

Agent Profile Management

Administrators can build and manage Agent Profiles with precision, assigning skill levels, roles, and permissions. This ensures agents are routed to the right calls and have access to the tools they need. Profiles can be customized to reflect language skills, product expertise, or campaign-specific requirements.

Prompts and Dispositions

Creating Prompts (pre-recorded messages or IVR options) is intuitive and flexible. These can be used in IVR flows, outbound campaigns, or voicemail setups. Dispositions, which categorize call outcomes, are easily configurable and can be tied to reporting metrics, workflow automation, or CRM updates.

Agent Groups and Campaigns

Administrators can organize agents into Groups based on department, skill, or campaign. This segmentation allows for targeted call routing, performance tracking, and tailored training. Campaigns can be configured with specific dialing modes (predictive, progressive, manual), call scripts, and disposition sets.

Other VCC Components

IVR Configuration: Build multi-level IVRs with drag-and-drop simplicity.

Call Routing: Set up intelligent routing based on skills, availability, or business hours.

Reporting & Analytics: Access real-time dashboards and historical reports to monitor KPIs.

Quality Monitoring: Enable call recording, screen capture, and agent evaluation tools.

Third-Party Integrations

Five9 excels in CRM integration, particularly with platforms like:

Salesforce: Seamless data exchange, click-to-dial, screen pops, and automated logging.

Zendesk, ServiceNow, Microsoft Dynamics: Enhanced customer context and workflow automation.

Custom APIs: Five9’s open architecture allows integration with proprietary systems, enabling data synchronization and custom workflows.

These integrations ensure agents have a 360° view of the customer, reduce manual data entry, and improve overall efficiency.

Customer Support Experience

Five9 offers excellent customer support, including:

24/7 technical assistance

Dedicated implementation specialists

Extensive documentation and training resources

Community forums and webinars

Support is responsive and knowledgeable, making it easier for admins to troubleshoot and optimize the platform.

Frequency of Use

Agents use Five9 daily, often for the entire duration of their shifts. The interface is clean and responsive, with minimal downtime.

Administrators interact with the platform regularly, especially during campaign setup, performance reviews, and system updates. The admin portal is designed for frequent use, with quick access to reports, configurations, and user management.

Final Thoughts

The Five9 VCC Administrator role is ideal for organizations seeking a scalable, customizable, and integrated contact center solution. Its powerful configuration tools, combined with deep CRM integrations, make it a top choice for businesses aiming to deliver exceptional customer experiences. Review collected by and hosted on G2.com.

As a widely adopted cloud-based contact center solution, Five9 offers flexibility, scalability, and remote accessibility. However, like any cloud technology, it comes with certain operational and technical considerations that organizations and users should be aware of. Below are some of the most common challenges encountered, especially in environments with strict performance and reliability requirements.

** Browser Dependency and Performance Optimization **

Five9 heavily relies on browser performance, which introduces a few hurdles:

Cache and Cookies Management: Users often need to clear browser cache and cookies to resolve issues like login failures, UI glitches, or call control malfunctions. While this is a common fix, it can be disruptive and time-consuming, especially for non-technical users.

Browser Extensions: Five9 may require specific browser extensions (e.g., for softphone functionality or screen pop-ups). These extensions can:

Be blocked by corporate policies or antivirus software.

Require manual installation or frequent updates.

Conflict with other extensions, causing unexpected behavior.

Browser Compatibility: Although Five9 supports major browsers like Chrome and Edge, performance may vary depending on the version or system configuration. Some users report better stability on one browser over another, which can lead to inconsistent experiences across teams.

** Network Sensitivity and Latency **

Being cloud-based, Five9 is highly dependent on internet stability:

Call Quality Issues: Packet loss, jitter, or high latency can lead to choppy audio, dropped calls, or delays in call routing.

VPN Conflicts: In some setups, using a VPN can interfere with Five9’s real-time communication protocols, requiring network exceptions or split tunneling.

Firewall and Proxy Settings: Organizations often need to whitelist specific domains and ports, which can be a hurdle during onboarding or when network policies change.

3. Software Updates and Downtime

Automatic Updates: While Five9 regularly rolls out updates to improve functionality, these can sometimes introduce unexpected bugs or UI changes that affect workflows.

Scheduled Maintenance: Cloud maintenance windows, although usually announced, can still impact operations if not properly communicated across time zones or shifts.

4. Limited Local Control

Customization Constraints: Compared to on-premise solutions, cloud platforms like Five9 may offer less flexibility in terms of backend customization or integration with legacy systems.

Troubleshooting Limitations: Since the infrastructure is managed by Five9, deep-dive troubleshooting often requires vendor support, which can delay resolution for complex issues.

5. User Experience and Training

Learning Curve: New users may find the interface unintuitive at first, especially when navigating multiple tabs or handling blended queues.

Frequent Reauthentication: Session timeouts and reauthentication prompts can interrupt workflows, particularly for agents working long shifts.

Final Thoughts

Despite these challenges, Five9 remains a powerful and reliable cloud contact center solution. Most of the issues mentioned are manageable with proper IT support, user training, and proactive system monitoring. The key is to set realistic expectations, provide clear documentation, and maintain open communication between IT, operations, and Five9 support.

By understanding these limitations, organizations can better prepare their teams and infrastructure to maximize the benefits of cloud technology while minimizing disruptions. Review collected by and hosted on G2.com.