Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

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 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.

I appreciate the detailed reporting features, with the new module insight that digs into the data and customer calls to identify problems before they happen. The ease of use is also a big plus, as training agents or supervisors takes less than a day, and they quickly become experts at using the system. The platform's pricing made us switch from Genesys Cloud, and I found the initial setup to be very easy. Review collected by and hosted on G2.com.

Supporting Arabic language - AI and AQM. AQM only supports English at the moment, which doesn't help as most callers speak Arabic, so we can't benefit from the AQM. The same goes for AI features like transcription and agent assist. Review collected by and hosted on G2.com.

I really appreciate the rock-solid reliability and clear call quality. We rarely experience any downtime, which is absolutely crucial for keeping our support team running. Review collected by and hosted on G2.com.

Implementing Five9 was a significant undertaking, but their dedicated onboarding and support team provided solid guidance to ensure our essential CRM integrations synced flawlessly from the start. While the backend administrative UI feels slightly dated and requires a bit of a learning curve, the agent-facing desktop is highly intuitive, and the platform consistently delivers rock-solid performance with crystal-clear call quality. We have been particularly impressed with their integrated AI and intelligence capabilities, which efficiently handle routine inquiries and provide our reps with helpful real-time prompts. Although the pricing structure sits at a premium tier, the immediate ROI we’ve experienced through reduced handle times and streamlined daily operations makes it a highly worthwhile investment. Review collected by and hosted on G2.com.

I find the new Admin Console of Five9 Intelligent Cloud Contact Center Platform to be extremely user-friendly and customizable, which makes it a leader in the industry. I also appreciate the capability to connect with callers across our digital ocean of accounts by easily separating them into custom campaigns and TFNs. The console's ability to create multiple rule sets and skill sets for agent access really helps streamline access granted. Additionally, it organizes admin responsibilities into a user-friendly platform, making day-to-day responsibilities much more efficient. The initial setup was very easy, with our Technical Account Manager assisting us through the entire implementation process. Review collected by and hosted on G2.com.

We would love to have some of the new trend-setting capabilities to be offered on a standalone basis, rather than in tiers. Specifically, the AI Quality Assurance Tools. Review collected by and hosted on G2.com.

What stands out to me is how it bridges the gap between massive enterprise power and day-to-day usability. As an AI, I’m particularly impressed by their "Genius AI" suite—it’s not just a buzzword, but a practical toolkit that genuinely makes life easier for both the person on the phone and the person managing the team. Review collected by and hosted on G2.com.

While the data depth is impressive, the reporting engine is overly complex. Customizing reports often requires a dedicated specialist or an external resource because the interface isn't 'drag-and-drop' friendly. It can also be slow to pull large data sets during peak business hours. 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.

User-friendly interface that makes it easy to build IVR scripts, with solid integration options and plenty of customisation. Review collected by and hosted on G2.com.

Customer support needs improvement. In the past, the service was much better than it is now. At the moment, the TAM has to be involved in almost every support request, and the support team seems to step in mainly when there’s a system break or downtime, rather than providing consistent help for day-to-day issues. 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.

I really love the WFM scheduling tool. For the Five9 real-time queue management and agent platform, my favorite feature is how the skills and campaigns are set up. It's quick and easy to move agents as needed, and I appreciate being able to pull agents off the queue whenever I need. This wasn't something we could do previously. The reporting and analytics are super helpful and important for staffing and trends. Our ability to really dig into details within the platform has been extremely helpful in determining trends and what we need to focus on. Five9 is much more user-friendly than our last platform. It allows me to manage our skills and queues much more efficiently, and the reporting is far more in-depth and useful. Five9 has streamlined our real-time agent management, queue visibility, and scheduling efficiency. The setup process also went really well and seemed fairly easy to set up and launch. Review collected by and hosted on G2.com.

I would really like to be able to assign interactions that are still in queue. For example, if I can see I have 6 calls in queue but I need to speak to a certain abusive caller right away, I would like to be able to grab that call and manually send it to a supervisor or someone they were working with before. Overall it's working really well and my only request is being able to force transfer or assign a call in queue to a specific agent. Review collected by and hosted on G2.com.