[ Five9 I... Reviews ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ Five9 I... Reviews ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) # Five9 Intelligent Cloud Contact Center Platform Features ##### ## Platform (23) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Integration Integrates with other customer service software to improve support and enhance functionality Reporting Provides analytics tools that reveal important business metrics and track progress Dashboards Displays important metrics relating to performance Conversation Editor Allows business to edit conversations to meet the unique needs of one's business. Integration Gives users the ability to update systems, like CRM, based on conversations. Human-In-The-Loop Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. Live chat Provide tools for live chat on one's website. Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. Branding Has the ability to customize look and feel of chatbot to match` company branding. Analytics Gives user the ability to analyze conversations with the chatbot and see its performance. A/B testing Allows users to test the efficacy of various responses through A/B testing. Role-based access Allows for varying access to chatbot and admin settings, depending on user, their role, etc. Collection of information Can collect and store information from interlocators, such as email, phone number, etc. Omnichannel Allows inflow of requests through various digital channels such as email, social media, etc. Mobile Access Allows users to access the software using mobile devices. Queue Management Provides queue management in case of increase in case/call inflow. Call Routing Allows distribution of incoming calls to agents. Call Back Allows users to request a call back. IVR Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. Automatic Call Distribution Allows automatic distribution of incoming calls to the agents. Show More ##### ## Ticket and Case Management (8) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply SLA Management Offers tools for managing and tracking service-level agreements (SLAs) Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Show More ##### ## Communication Channels (5) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Show More ##### ## Communication (5) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Show More ##### ## Internal Use (6) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Calling (5) Record Calls Records calls for future reference. Generate Location Generates an area code local to where the user is calling to increase likelihood of pick-up. Call Types Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. Click-to-Call Gathers contacts from integrated tools, allowing users to call with one click. Auto Dialer Has auto-dialing or predictive dialing functionality. Show More ##### ## Contacts (3) Personalization Retains a log of extraneous contact information such as timezone and contact engagement. Information Locater Finds and opens saved contact information for reference at the time of a new call. Record Prospect Data Allows users to denote which contacts they believe are prospective customers. Show More ##### ## Insights (6) Notes Allows users to take notes during or after the call for future reference. Daily Summary Delivers users a daily summary of activity. Automated Voicemails Sends automated voicemails to prospective clients who fail to answer. Automated Emails Sends automated emails to increase engagement with prospective clients. Sorts Prospects Organizes contacts based on probability of success. Automated Note Taking Automatically transcribes and summarizes meeting discussions. Show More ##### ## Process (3) Mentions Scours various channels for brand mentions to proactively seek reparative communications. Tickets Creates and assigns support tickets, scheduling them in a timely manner. Macros Allows administrators to create templated responses to frequently asked questions. Show More ##### ## Channels (13) Email Ability to connect agents with customers through Live Chat. Social Connects employees with customers through a social media solution. Live Chat Ability to connect agents with customers through email. Phone Connects employees with customers through a calling solution. Text Ability to connect agents with customers through text message solution. Multi-Channel Coverage Software incorporates multiple digital communications channels. Open Listening Allows incorporation of inbound contacts from non-marketing channels. Physical Media Includes physical media (mail, flyers, billboards, etc.) in the channels mix. Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Web Chat Includes or integrates with live chat initiaited from the company's web site. Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Insight (4) Surveys Provides opportunity for customers to give feedback through a survey. Reporting Enables administrators to create customized reports reflecting customer satisfaction. Visitor Activity Allows administrators to track visitor activity to understand the research that was done before turning to customer service. Help Desk Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. Show More ##### ## Dialing Options (3) Preview Dialing Presents information about the individual being called before the call begins. Progressive Dialing Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. Predictive Dialing Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. Show More ##### ## Agent Tools (3) Whisper Coaching Allows a supervisor to listen to a call and train in real time. Callback Scheduling Reschedules calls within the software itself, either through a prompt or by the agent themselves. Call Recording Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. Show More ##### ## Automation (7) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Ticket Resolution The platform is able to automatically determine how to resolve help tickets without assistance by human agents Customization The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence Intelligent Routing When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to Customer Interaction Automation Allows users to automate responses to customer inquiries across various channels. Show More ##### ## Administration (15) Database Management Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. Data Workflows Operationalizes data delivery workflows to easily scale repeatable preparation needs Issue Management Provide workflows to create and escalate issues related to risks and requests Integrations Integrates with live chat, chatbots, help desk, or other customer service software User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Performance and Reliability Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took Automation Automates some or all operation related tasks Performance Analysis Monitors call volume and quality to evaluate agent performance. Dashboards Has a centralized dashboard for users to interact with. Forecasting Forecasts scheduling needs based on historical data. Intraday Management Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. Scheduling Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages Triggered Notifications Provides the ability to automate notifications based on user behavior Segmentation Ability to segment audiences based on device type, location, demographics, customer behavior, etc. Integrations Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) Show More ##### ## Compliance (7) Policies and Controls Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. Data Governance Ensures user access management, data lineage, and data encryption Compliance Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. Auditing Perform ad-hoc or ongoing IT audits at different levels of the company. Regulations Help companies comply with state and federal laws such as TCPA and DNC. Updates Updates compliance information based on the most recent changes to regulations. Exemptions Manage exemptions to reclaim phone numbers that are incorrectly classified. Show More ##### ## Data Security (4) Risk Data Attributes Identify risk data attributes such as description, category, owner, or hierarchy. Data Transport Protects data with some form of encryption as it leaves your secure or local network. Access Management Allows administrators to set user access privileges to permit approved parties to access sensitive data. Multi-Factor Authentication Requires a second level of authentication, such as sms messaging or customized tokens, to access data. Show More ##### ## Design (5) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Show More ##### ## Quality Assurance (3) Evaluation Provides tools for evaluating customer interactions Calibration Offers features for maintaining fair and consistent scoring Reports Generates quality and performance reports Show More ##### ## Engagement (3) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Show More ##### ## Performance (2) Integrations Integrates with other customer service or CRM software Compliance Helps ensure customer privacy and data protection Show More ##### ## Functions (8) Session Routing Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Show More ##### ## Features (6) Voicemail to Email Transcribes voice messages to email. Voicemail to SMS Transcribes voice messages and delivers them via text message. File Sharing Includes a way to easily share files between users. Voice Conferencing Allows multi-participant phone conferences. Video Conferencing Can host video conferences. Conference Transcripts Records and transcribes voice and video conferences. Show More ##### ## Extensions (3) Tenancy Flexibility Can be deployed as a single-tenant or multi-tenant product. Native VoIP Contains its own IP telephony system. CCaaS Option Is also able to serve as contact center software. Show More ##### ## Omnichannel Features (7) Retail Management The ability to manage the operations of a retail storefront and integrate storefront operations with other channels. POS Integration The ability to integrate with a POS system in order to facilitate the integration of brick and mortar channels with other channels. Social Media Integration Tools to integrate social media channels with other commerce channels to create a seamless experience for customers. Customer Service Integration The ability to integrate customer service into all channels. Marketing Tools The ability to integrate marketing tools into all channels. E-commerce Integration Tools to combine e-commerce channels with other channels in order to create a seamless experience across channels. ERP Integration The ability to integrate with ERP systems in order to unite customer-facing channels with back-end channels. Show More ##### ## Reporting (2) Reports & Analytics Tools to present data collected from various channels in a digestible way to help business owners make informed decisions. Data Transfer Tools The ability to transfer data between channels in order to streamline operations. Show More ##### ## Administrative (7) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Call Recording Allows supervisors/managers to record and review telephone conversations of agents. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Show More ##### ## Integration (3) Phone Systems Provide integration with phone systems and auto-dialers. Marketing & CRM Provide integration with marketing and CRM software. Third-Party Provide integration with other third-party applications that use phone numbers. Show More ##### ## Management (4) Scrubbing Provide or integrate with scrubbing services to validate dialing lists. Blocking Deliver blocking features to ensure that employees cannot call restricted numbers. Campaign Management Ability to create custom rules for each campaign to ensure compliance. Screening Validate phone numbers when gathering information on new customers. Show More ##### ## Knowledge Management (3) Knowledge Base Enables the creation of an internal repository of knowledge articles Publishing Workflows Provides workflows for writing, editing, approving, and publishing knowledge article content Analytics Helps users understand which knowledge articles are working and identifies areas of improvement Show More ##### ## Customer Support (6) Intelligent Search Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query Suggestions Analyzes customer support tickets or conversations to suggest relevant knowledge articles Decision Trees Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues Text Is able to process inquiries submitted by text data from live chat, email, or SMS Speech Comprehends human speech and can transcribe it to text for processing Knowledge Base The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries Show More ##### ## ServiceNow Apps (2) ServiceNow Integration How satisfied are you with this app/integration in the ServiceNow ecosystem? Value How valuable is it to be able to use this product with ServiceNow? Show More ##### ## Responses (8) Personalization Provides personalized responses to interlocator based on segmentation or past responses. Route To Human Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. Natural Language Understanding (NLU) Can have a natural, human-like conversation with an interlocator. Customization Customize your chat workflows with rules and automations. Control Control who the chatbot converses with (and when). Route To Human Has the ability to connect interlocator with a human agent when the need arises. Menu bars Can provide interlocators with menus, through which they can choose a relevant response. Drip sequences Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. Show More ##### ## Workforce Management (7) Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. Mobile Access Allows users to access the software using mobile devices. Call Monitoring Allow managers/supervisors to monitor calls for quality assurance purposes. Performance Evaluation Allows managers/supervisors to evaluate the performance of agents. Show More ##### ## Conversational Platform (4) Personalization Identifies the customer and personalizes interaction at every touchpoint. Omnichannel Allows multiple related channels to interact at once to reduce transfers. Contextual Engagement Prompts agents to engage customers based on contextual data, such as product usage or conversation history. Proactive Engagement Provides features for sending outbound messages to engage customers through proactive support. Show More ##### ## Support Automation (4) Intelligent Routing Can route contacts to agents the customer has worked with before. Seamless Escalation Provides features for escalating conversations to the appropriate agent. Transcripts Maintains a transcript of conversations from all channels. Self-Serve Support Enables customers to resolve queries or issues without the assistance of an agent. Show More ##### ## Messaging Channels (4) SMS Messaging Ability to send reminders via SMS messaging to a mobile device Email Ability to send proactive notifications via email Voice Messaging Ability to send reminders via voice messaging Two way messaging Ability to support a two way messaging/conversation between customer and customer support agent Show More ##### ## Artificial Intelligence (2) Language Multilingual capabilities allow the AI to process inquiries from many languages Conversational AI The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers Show More ##### ## Generative AI (23) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Automation - AI Agents (3) Sales Follow-Up Allows users to automate responses to customer inquiries across various channels. Customer Interaction Automation Allows users to automate responses to customer inquiries across various channels. Lead Generation Allows users to automate the process of generating and qualifying sales leads. Show More ##### ## Autonomy - AI Agents (2) Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## AI Compliance (3) Regulatory Reporting Generates reports to demonstrate AI compliance with local and international frameworks. Automated Compliance Helps AI systems to comply with the regulations. Audit Trails Maintains detailed logs of activities and changes to AI models. Show More ##### ## Risk Management & Monitoring (2) AI Risk Management Evaluates legal, operational and ethical risks posed by AI systems. Real-time Monitoring Monitors AI models for anomalies continuously. Show More ##### ## AI Lifecycle Management (1) Lifecycle Automation Automates retraining, version updates and decomissioning when the models are outdated. Show More ##### ## Access Control and Security (1) Pole-based Access Control (RBAC) Restricts access to AI models and sensitive data to authorized users. Show More ##### ## Collaboration and Communication (1) Model Sharing and Reuse Helps sharing AI models and best practices. Show More ##### ## Autonomy (3) Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## Customer Query Resolution - AI Customer Support Agents (5) Automated Ticket Resolution Allows the AI agent to autonomously resolve customer queries without human intervention. Contextual Response Generation Enables the AI agent to provide accurate answers based on the context of customer inquiries. Sentiment Analysis Allows the AI agent to analyze customer sentiment and adjust responses accordingly. Knowledge Base Utilization Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. Multilingual Support Provides users the ability to interact with the AI agent in multiple languages for global support. Show More ##### ## Customer Interaction Automation - AI Customer Support Agents (4) Proactive Customer Outreach Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. Feedback Collection Provides users the ability to automate gathering and analyzing customer feedback after interactions. Escalation Handling Allows the AI agent to identify when issues require human intervention and escalate them appropriately. Workflow Optimization Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. Show More ##### ## Voice Recognition - AI Voice Assistants (1) Voice Recognition Helps in understanding different accents, dialects, and speech patterns. Show More ##### ## Speech Synthesis - AI Voice Assistants (3) Speech Synthesis Helps to generate human-like speech responses. Customizable speech Provides customizable speech speed and intonation. Multiple voice actions Provides multiple voice options like gender, tone and style. Show More ##### ## Security and privacy - AI Voice Assistants (1) Encrypted communication Allows communications to be secure and authenticated. Show More ##### ## Compatibility - AI Voice Assistants (1) Cross platform compatibility Aids in syncing with multiple devices. Show More ##### ## Agentic AI - Salesforce AppExchange Apps (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - ServiceNow Store Apps (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - AI Governance Tools (6) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Call Center Infrastructure (CCI) (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Contact Center (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Outbound Call Tracking (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Show More ##### ## Agentic AI - Auto Dialer (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Show More ##### ## Agentic AI - UCaaS Platforms (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Show More ##### ## AI Capabilities - Auto Dialer (3) Call Prioritization and List Optimization Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. Compliance Monitoring Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. Speech Analytics and Sentiment Analysis Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. 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