Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

What I like most about Five9 is its ability to manage multiple communication channels within one platform. The reporting and analytics tools provide valuable visibility into agent performance, service levels, and overall contact center operations. I also appreciate the platform's flexibility, particularly its workforce management and quality assurance capabilities, which help streamline daily operations and support team performance. Our Technical Account Manager's ongoing support has also been a positive part of our experience. Review collected by and hosted on G2.com.

One area for improvement is the platform's complexity, especially in administration, configuration, and reporting. Some tasks require navigating multiple areas of the system, which can make routine changes more time-consuming than necessary. I would also like more flexibility and simplicity in the reporting tools, especially when creating customized reports and dashboards. While Five9 offers a wide range of capabilities, a more intuitive user experience would make the platform easier to manage and improve overall efficiency. Review collected by and hosted on G2.com.

The biggest advantage of Five9 Intelligent Cloud Contact Center is that it gives a us the ability to manage customer interactions, improve agent performance, monitor operations, and deliver a better customer experience through one centralized cloud-based platform.

For a customer service call center like we have here at Deposita, Five9 offers several important advantages, particularly when it comes to managing high call volumes, improving service levels, increasing agent productivity, and giving management better visibility into daily operations. Review collected by and hosted on G2.com.

Right now I'm not sold on the WFM part of this. I understand this is newer to Five9 and in a previous company we had Five9 but did not have the WFM part given it was not offered. Review collected by and hosted on G2.com.

I find Five9 easy to use, and I’m comfortable with it. The fixes are quick, and I can monitor agents and change what I’m seeing on the supervisor dashboard. The alerts and colors help me check on agents quickly and see when they need help. I can get the call and agent data I need right away, review and compile it without much trouble or changing a lot of things, and use it in my day-to-day work. I also find it useful for managing calls and recordings, and I appreciate that it’s available at all times. Five9 keeps developing new tools, which has helped us find new ways to work with our calls. Support is always available to handle requests, and the team responds quickly and stays on top of issues. Our representative, Frenchie, is really helpful and has been there for us even on holidays and weekends when something critical has happened. Review collected by and hosted on G2.com.

I think the chat features could be better, and there aren’t a lot of reports for chats. I can’t see on the Five9 supervisor dashboard when one chat ends and another begins, because it counts the time for all the interactions together instead of dividing it by interaction. It’s also difficult for agents to track after-chat work, and it’s hard for us to coach it because we don’t have a good source to review it in real time. The initial setup was rough, and it was difficult to get everything together and as clean as we wanted. Review collected by and hosted on G2.com.

I really like the intelligent call routing, which automatically directs calls to the most appropriate agent based on their skills and availability, reducing wait time and ensuring the customer reaches the right person as fast as possible. I also appreciate the real-time monitoring of agents' productivity and quality, as well as easy access to the cloud. The initial setup process was seamless and pretty easy. Review collected by and hosted on G2.com.

Sometimes the calls drop automatically, which is a direct financial loss. It gets laggy occasionally, and the interface feels very old and complex to understand for a new employee. Review collected by and hosted on G2.com.

Five9 makes customer support so much easier. Having our calls, emails, and chats all in one place saves us a ton of time, and tracking our stats is super simple. Honestly makes our day-to-day workflow run way smoother! Review collected by and hosted on G2.com.

We do run into some connection hiccup glitches and find the email search function a little underpowered, but it’s still a reliable hub that makes running customer support a lot easier. Review collected by and hosted on G2.com.

Our TAM is the best part of Five9. She is so responsive, helpful, personable and always willing to help. Five9 is a great platform to use. It can be simple, but also complex and offers the most up-to-date technologies to fit with the trends. We have done multiple integrations (with other partners and Five9) and Five9 has always gone above and beyond. Review collected by and hosted on G2.com.

There are a few design features that I dislike (having milliseconds in reporting, only being able to send automatic reports to 5 emails, and the biggest issue is not being able to use WFO Screen Capture on Chromebooks. Review collected by and hosted on G2.com.

For starters, the fact that it’s web-based is a huge plus—nothing beats being able to access the platform wherever and whenever you need. On top of that, the UI is very user-friendly. The minimum experience required is simply knowing how to operate a computer, and if you have more experience than that, you’ll be more than fine. Everything is laid out where you’d expect it to be, and the system feels intuitive because it’s genuinely simple to use. From a contact software point of view, the buttons are clear and self-explanatory.

We rarely run into issues with it. Its performance is one of the things that stands out most: it’s reliable, quick, and efficient to load. The support team is always there to lend a helping hand, and knowing they’re available for whatever comes up really gives me peace of mind. Review collected by and hosted on G2.com.

I can’t really think of anything I wouldn’t like. Like I said before, the system comes with exactly what you need. And if you do need it to handle a function that isn’t built in, I’m sure their support team can make it happen somehow—though I’m also sure the pricing would change for that. Review collected by and hosted on G2.com.

I find Five9 easy to use, and the team has been really helpful as we moved from having no contact center to a full cloud contact center. The process was smooth, and the clean, easy-to-use system made implementation simple. I like the reporting because it gives me full visibility into what’s happening, so I can track and monitor our agents, productivity, and stats in one place instead of across multiple areas. The supervisor dashboard is really strong, and the built-out reporting suite was easy to plug and play with our data. Being able to pull up calls and listen to recordings has also changed our processes and helped with quality control and process improvement. The initial setup was very easy. Review collected by and hosted on G2.com.

I have a hard time pulling up the supervisor dashboard on my mobile. It doesn’t look great or offer a good mobile experience, and creating a station and logging in each day is slow and cumbersome. Once I get it pulled up, everything is strong. Review collected by and hosted on G2.com.

I like that the Five9 Intelligent Cloud Contact Center Platform is easy to navigate, and that an agent was able to assist me when I needed help. I also appreciate being able to view my activity and having access to voicemail. On top of that, the initial setup was straightforward, and it integrates with my schedule. Im not sure on pricing of the system . And im ot sure on the AI features. Review collected by and hosted on G2.com.

The new update has fixed the log-off issue. Review collected by and hosted on G2.com.

Coming across Five9 was like discovering a hidden gem in the CX world. From start to finish, their team was incredibly friendly and helpful. The TAM Service made everything feel seamless and smooth. The reliability and efficiency of the service meant I always felt supported. With Five9, customer care is undoubtedly in the spotlight, ensuring every interaction is personalized and effortless. Their scalability and fast deployment also impressed me. Overall, an outstanding experience! Review collected by and hosted on G2.com.

Coming across Five9 was like discovering a hidden gem in the CX world. From start to finish, their team was incredibly friendly and helpful. The TAM Service made everything feel seamless and smooth. The reliability and efficiency of the service meant I always felt supported. With Five9, customer care is undoubtedly in the spotlight, ensuring every interaction is personalized and effortless. Their scalability and fast deployment also impressed me. Overall, an outstanding experience! Review collected by and hosted on G2.com.