Five9 Intelligent Cloud Contact Center Platform Reviews & Product Details

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.

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 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.

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.

I use the Five9 Intelligent Cloud Contact Center Platform to manage and streamline customer interactions across multiple channels, and I love how effortless it makes my interactions. The interface is user-friendly and reliable. I really appreciate the platform's stability and scalability, as it performs well even during high-volume periods. The stability of Five9 adds value to our operations, and its scalability allows us to easily adjust the number of users as our business grows. Plus, setup was a breeze and I find it very user-friendly. Review collected by and hosted on G2.com.

I would say the chat feature, I don't really utilize that. Better visibility for multiple chats - when managing several conversations at once, it can be challenging to keep track of all ongoing chats, especially if agents need to reference past messages quickly. A cleaner interface or color-coded conversation tab could help. 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.