"The most valuable features of this solution are its flexibility, scalability and most of all the stability."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"I'm interested in all the features we're using and the reporting that's needed to get them up and running."
"The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"When it comes to drop calls, we don't have a problem. They are performing to our satisfaction."
"The tool enables easier management."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"What I found most valuable in Five9 is its AI feature, mainly the feature that gives AI summaries called Agent Assist, where the AI listens to the call, transcribes it, and then creates a summary at the end of the call, which has cut the ACW of agents in half."
"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."
"This solution needs to be made more cloud-centric."
"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."
"Five9's stability needs to be improved."
"The reporting could be a bit better."
"The knowledge base of their support is not as strong as the IVR build."
"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
Earn 20 points
Avaya Aura [EOL] doesn't meet the minimum requirements to be ranked in Contact Center Infrastructure while Five9 is ranked 1st in Contact Center Infrastructure with 20 reviews. Avaya Aura [EOL] is rated 10.0, while Five9 is rated 8.6. The top reviewer of Avaya Aura [EOL] writes "Can enable any organization to become agile and dynamic in unified communications". On the other hand, the top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". Avaya Aura [EOL] is most compared with , whereas Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone.
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