Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

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 using Five9 Intelligent Cloud Contact Center Platform mainly for reviewing and playback of recordings. I found it very user-friendly as I can easily learn how to navigate it, and features like evaluations and reports are easy to understand and create. The Live Desktop works well for me as I can see and review what agents are doing and how they handle customers. Evaluations help us in scoring our agents' performance, and putting it in a report makes it easier. The setup was super easy. Review collected by and hosted on G2.com.

There is one thing that doesn't work well for me about the evaluation form. I was hoping for an option in the evaluation form that allows us to select sections to discard so those do not count or add to the total scores. Right now, we have one evaluation form divided into Chat, Phone, and Ticketing, and most calls are just chats, so the other two sections shouldn't add to the total score. Review collected by and hosted on G2.com.

I find the Five9 Intelligent Cloud Contact Center Platform much more user-friendly compared to older platforms. I really like that you're able to build your own dashboard, which lets you see the metrics that are important to you. Also, I like the reporting capabilities as it allows you to drill down to the metrics that matter. Transferring emails into Five9 from Outlook and being able to manage them within the platform is really great. The reporting we get from it saves us from having to manually count and check turnaround times, as everything is easily pulled from the system now. Review collected by and hosted on G2.com.

I'm a bit unclear on setting disposition codes, and our team has issues when a caller disconnects before the agent can select a disposition code. This is crucial for us because disposition codes help with reporting and understanding why people are calling us. When they aren't selected, we lose valuable data. We also have performance metrics around these codes, so it becomes a problem when agents can't log calls properly due to a caller hanging up. This results in inaccurate performance assessments. Review collected by and hosted on G2.com.

What I like most about Five9 is how reliable and scalable it is for handling high call volumes. The platform makes it easy for agents to manage inbound and outbound calls while giving supervisors strong visibility through call monitoring, recordings, and reporting. Being cloud-based also allows teams to work remotely without losing functionality, which has been very helpful for day-to-day operations. Review collected by and hosted on G2.com.

One downside of Five9 is that there can be a learning curve for new users, especially when it comes to advanced features and configurations. Some settings are not very intuitive at first and may require additional training or documentation. However, once users are familiar with the platform, it works smoothly. Review collected by and hosted on G2.com.

Five9 has been a reliable and efficient platform that makes call handling and customer communication much easier. The intelligent call routing, and CRM integrations help ensure customers are connected quickly to the right person, while agents have everything they need in one place. The real-time reporting and automation tools also provide great insight and improve overall productivity, making Five9 a strong solution for both agents and leadership. Review collected by and hosted on G2.com.

While I find Five9 to be a powerful platform, there are a few areas that could be improved. Some features feel complex and take time to learn, especially without hands-on training. I’ve also noticed that certain integrations and advanced tools require extra setup and troubleshooting. At times, the interface feels a bit dated compared to newer platforms, and the cost can add up depending on the features needed. Overall, it’s a strong system, but it does have a learning curve and room for refinement. Review collected by and hosted on G2.com.

One of the things I like most is how many different dialing options there are—and the fact that you can customize pretty much all of them to fit whatever you need. It makes running different campaigns a lot easier.

The dashboard is also super easy to read. Being able to watch and listen to live agent calls in real time has been really helpful for coaching and keeping an eye on things. It’s pretty straightforward, even for people who aren’t super techy. Review collected by and hosted on G2.com.

We’ve run into some inaccurate call tracking here and there, which can make reporting a bit confusing. And sometimes the dialing can be a little slow, which definitely affects productivity on busy days. Review collected by and hosted on G2.com.

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.

I really like the speed at which we can contact our customers once they submit a lead using Five9 Intelligent Cloud Contact Center Platform. There's no wait time after entering a lead; it starts calling immediately and keeps track of how many times we've attempted to reach the customer throughout the day. As a supervisor, I appreciate being able to assist my setters live and take over calls if needed, resolving issues quickly without doing a callback. Our team benefits from increased speed to lead time with no need for lists to call from, just quick calling once the lead is added. Review collected by and hosted on G2.com.

While I do love Five9 Intelligent Cloud Contact Center Platform, I would love to see an improvement with the callback feature to make it easier and quicker to schedule. I also would love to be able to search for a phone call by phone number without having to search a specific rep. I would love a search feature that would allow me to type in the phone number and search all reps and pull up all calls to that one specific number. 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.

I really like the flexibility and customizability of Five9 Intelligent Cloud Contact Center Platform, which allows me to modify our call routing as I need, when I need. I also appreciate the TAM services that provide me with a business advocate to help offer solutions to problems I might face. Review collected by and hosted on G2.com.

I need more options to split the tenant for multiple lines of business. Currently, they can all kind of run together and get messy. Review collected by and hosted on G2.com.