Five9 is a comprehensive cloud contact center and customer service solution offering a broad range of features and benefits designed for effective contact center operations. Its virtual contact center products encompass inbound, outbound, and multichannel contact center software features, distinguishing it among cloud contact center software vendors. Five9 is recognized for its constant innovation, which has led to its position as a leading cloud contact center software vendor.
Product | Market Share (%) |
---|---|
Five9 | 13.4% |
Amazon Connect | 19.9% |
Genesys Cloud CX | 17.4% |
Other | 49.300000000000004% |
Title | Rating | Mindshare | Recommending | |
---|---|---|---|---|
Microsoft Dynamics CRM | 3.9 | N/A | 93% | 79 interviewsAdd to research |
Genesys Cloud CX | 4.4 | 17.4% | 100% | 12 interviewsAdd to research |
Company Size | Count |
---|---|
Small Business | 5 |
Midsize Enterprise | 7 |
Large Enterprise | 6 |
Company Size | Count |
---|---|
Small Business | 94 |
Midsize Enterprise | 68 |
Large Enterprise | 216 |
Five9 provides a feature-rich cloud contact center platform designed to streamline and enhance customer engagement. The solution offers a comprehensive suite of features including:
Five9 aims to transform customer experiences with AI-powered interactions, actionable insights, and seamless integration between channels. With advanced analytics and reporting capabilities, Five9 helps businesses improve customer service and increase operational efficiency.
According to our interviews with Five9's users, Five9's solution emerges as a highly scalable and adaptable contact center platform that seamlessly integrates with Salesforce and provides valuable real-time reporting and analytics. Its AI-powered features and omnichannel capabilities further enhance customer satisfaction and operational efficiency. Users praise Five9 for its efficient inbound/outbound calling, reliable voicemail and messaging, and easy remote agent access. However, some cite issues with call quality, interface design, system stability, and customer support responsiveness. Mobile app availability and social media are seen as areas for improvement. However, there is really little info on the mobile app.
Below are several quotes from Five9's users:
Overall, Five9 provides a robust, innovative contact center platform with extensive features and flexibility. It's a strong option for organizations seeking to optimize customer engagement across channels within a secure, scalable cloud environment.
Agilysys, BISSELL, From You Flowers, SumUp, Kyndryl, PING, Alaska Airlines, Omaha Steaks International, NextRep, AdventHealth
Author info | Rating | Review Summary |
---|---|---|
Sr Specialist - Analytics Metrics and Reporting at Mercer | 4.5 | As a VCC admin, I find Five9 useful for monitoring call centers and generating automated reports with ease. Although I wish for easier report generation and miss the previous UI color scheme, it remains a reliable tool compared to others I've tried. |
Head of Operations at a consultancy with 1-10 employees | 4.0 | We used Five9 in a bike delivery call center due to its valuable reporting features. However, frequent outages and inconsistent technical support have been concerning. We've experienced several incidents leading to business loss and seek improvements in reliability. |
Works | 4.5 | I work for a system integrator deploying Five9, known for its ease of management and CRM integration with platforms like Salesforce. It offers valuable omnichannel features but requires improved training resources for end users such as agents and admins. |
Works | 4.5 | I have 2.5 years of experience using Five9, which efficiently handles borrower calls with features like disposition configurations and Loan Pop. However, connection issues arise with audio and headset use. Despite this, I prefer it over Avaya for its dashboard and features. |
Director of Contact Center Solutions at Invoca | 5.0 | Five9, a Contact Center as a Service system, enhances call centers by providing tools like AI, transcription, and screen pop features, which improve connectivity and customer experience. Its integration capabilities and Workforce Optimization feature helped us increase revenue and decrease costs. |
Manager Telephony at a consultancy with 10,001+ employees | 5.0 | We use Five9 for our contact center, benefiting from its user-friendly IVR script editor and configurable agent interface. However, maintaining the original DNS across campaigns is challenging. Five9 has improved our operation's efficiency and revenue compared to Cisco. |
Senior Manager at a insurance company with 10,001+ employees | 4.5 | We operate contact centers in 34 countries, using Five9's robust tools like their virtual contact center, workflow automation, and CRM integrations. While Five9 offers great solutions, their email channel's formatting needs improvement, and some carrier issues persist globally. |
Contact Center Director of Operations at Shugarman's Bath | 4.0 | We use Five9 for managing outbound and inbound calls, providing effective cadence customization and CRM integration. Despite minor issues with scheduling, it significantly boosts efficiency and growth compared to previous solutions like RingCentral, contributing to our substantial revenue increase. |