Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

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.

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 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.

What I like most about the Five9 software is that it gives you multiple ways to communicate with the customer. And if you ever need help, a manager or supervisor can jump in right away to assist you without even having to disconnect from the customer. Review collected by and hosted on G2.com.

The only thing I dislike about the Five9 software is that after I complete an interaction with a student, the disposition or notes can’t be changed. There are times when I’m typing too fast or clicking through too quickly and I accidentally submit the interaction incorrectly. Once it’s submitted, there’s no way to go back and correct it, even when I realize the mistake right away. I also don't like the randomly being kicked out. Review collected by and hosted on G2.com.

I really like the different finite models available on the Five9 Intelligent Cloud Contact Center Platform. The capabilities like WFA, finite insight, and IVA for digital and voice interactions are impressive. I also appreciate the Five9 supervisor feature, which offers real monitoring of customer operations. The platform's ability to integrate and offer customization, such as with CRM integrations through WFA, is valuable for transferring transcription recordings and enhancing interactions. These features collectively provide significant support in automating and customizing customer needs. Additionally, I'm excited about the Identi capabilities, as they promise to elevate artificial intelligence to the next level enabling proactive and automatic system responses. Review collected by and hosted on G2.com.

Currently, the customer is looking for an Argentic AI solution, and it seems to me that Studio7 solution for IVA and digital interaction is not bad, but we are able to improve using new feature functionalities considering the agentic solution. Review collected by and hosted on G2.com.

I love the progressive and predictive features of the Five9 Intelligent Cloud Contact Center Platform. It makes my life easier because I don't have to deal with making notes or tracking customer information manually. Five9 does everything for me, saving numbers, emails, and all the important customer info that might be needed for the next call. It's a good place to store and update my customer's info, and I enjoy these features and benefits. Review collected by and hosted on G2.com.

After being logged in and making calls, Five9 Intelligent Cloud Contact Center Platform starts losing data or has trouble with the Wi-Fi connection, so I have to keep restarting during my shift. Review collected by and hosted on G2.com.

I like that Five9 Intelligent Cloud Contact Center Platform is easily configured, which is really helpful for managing both outbound and inbound traffic, as well as IVR. The drag and drop features in the IVR are particularly helpful in configuring our routing solutions. It's crucial for us to easily update the IVR whenever there are changes in the business to keep our customers and agents happy. Review collected by and hosted on G2.com.

I think from the outbound dialer perspective, there are a couple of things that could be improved, specifically around compliance. Review collected by and hosted on G2.com.

I enjoy deep dives into data and telemetry, so reporting is one of my favorite features. It's robust and customizable. I appreciate the skill-based routing and the ability to prioritize queues either by record or by skill set routing. The API integration ability, especially with Salesforce, is fantastic as it allows our agents to use Five9 within the Salesforce UI without having to jump screens, which is very convenient. Review collected by and hosted on G2.com.

It seems adding features that will continue to enhance performance always needs 'professional services' for integration. Currently, a major upgrade was needed, unfortunately, we couldn't execute it through Five9 precisely for the cost of professional services and the timeline. Other vendors seem to have pre-built packages that provide the services effortlessly without the 'penny pinching'. It took a long implementation time, over a month. Review collected by and hosted on G2.com.

Offers out-of-the-box, tight synchronization with major platforms like Salesforce, ServiceNow, and Microsoft so customer context travels seamlessly across interactions Review collected by and hosted on G2.com.

While the front-end agent interface is intuitive, the backend administration dashboard is quite dense. Reviewers frequently note that managing it effectively requires extensive training or a dedicated platform administrator. Review collected by and hosted on G2.com.