Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

Currently the integration of IA in customer operations such as Agent Insights and Agent Assist are taking a big impact in customer experience. That's why Five9 offers the possibility to automate process that before they were an agent work day to day. Doing use of LLM models and Agent Assist multi language such as Depgram OpenAI, and most important custom prompts summaries 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 effective 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 experience using Agents Assist and Insights. Review collected by and hosted on G2.com.

I really appreciate the ease of use of the Five9 Intelligent Cloud Contact Center Platform, which makes it simple to onboard new agents quickly thanks to its intuitive interface, reducing training efforts and time. Its omnichannel capabilities are fantastic, providing a unified experience by seamlessly managing customer interactions across multiple channels. Plus, the scalability is a big advantage, allowing contact centers to easily scale up or down based on demand without the need for significant hardware improvements. Review collected by and hosted on G2.com.

I think Five9 has lack of customization based on user's specific needs. Five9 support needs a bit of improvement. 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 really like the number of features and options Five9 provides for solving business problems, especially for healthcare, where a supervisor has to keep track of call volume and act accordingly. Review collected by and hosted on G2.com.

I really do not like the UX of the platform, which is kinda obsolete, and the color theme is old. In addition, when I am speaking to my client, it logs out automatically, which affects business's reputation. 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.

It’s a robust, all-encompassing platform. Everything you need is there, from simple voice and chat to agent assist and virtual agents. It’s also easy to use and straightforward to implement. Review collected by and hosted on G2.com.

Honestly, there isn’t really anything I don’t like about it. It checks all the boxes. 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.