Five9 Features
What are the features of Five9?
Agent Tools
- Call Recording
Channels
- Voice
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
- Auto Dialer
- IVR
- Inbound Screen Pop
- Persistent Data
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
Technology Glossary Features
View definitions of the features and discover new technology terms.
Five9 Categories on G2
Filter for Features
Platform
Customization | Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views. 46 reviewers of Five9 have provided feedback on this feature. | 87% (Based on 46 reviews) | |
Integration APIs | As reported in 44 Five9 reviews. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications. | 81% (Based on 44 reviews) | |
Internationalization | Enables users to view and transact business with the same content in multiple languages and currencies. This feature was mentioned in 40 Five9 reviews. | 83% (Based on 40 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 46 Five9 reviews. | 88% (Based on 46 reviews) | |
Performance | Is consistently available (uptime) and allows users to complete tasks reliably. This feature was mentioned in 45 Five9 reviews. | 86% (Based on 45 reviews) | |
Mobility | Is accessible from a mobile device and by users on the go. 37 reviewers of Five9 have provided feedback on this feature. | 67% (Based on 37 reviews) | |
Reporting | As reported in 42 Five9 reviews. Provides analytics tools that reveal important business metrics and track progress. | 84% (Based on 42 reviews) | |
Dashboards | Has a centralized dashboard for users to interact with. This feature was mentioned in 45 Five9 reviews. | 76% (Based on 45 reviews) | |
Omnichannel | Based on 77 Five9 reviews. Allows inflow of requests through various digital channels such as email, social media, etc. | 80% (Based on 77 reviews) | |
Mobile Access | As reported in 72 Five9 reviews. Allows users to access the software using mobile devices. | 71% (Based on 72 reviews) | |
Queue Management | Provides queue management in case of increase in case/call inflow. This feature was mentioned in 81 Five9 reviews. | 83% (Based on 81 reviews) | |
Call Routing | Allows distribution of incoming calls to agents. This feature was mentioned in 84 Five9 reviews. | 88% (Based on 84 reviews) | |
Call Back | Based on 84 Five9 reviews. Allows users to request a call back. | 87% (Based on 84 reviews) | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. 81 reviewers of Five9 have provided feedback on this feature. | 86% (Based on 81 reviews) | |
Automatic Call Distribution | Based on 84 Five9 reviews. Allows automatic distribution of incoming calls to the agents. | 90% (Based on 84 reviews) |
Workforce Management Platform Features
Labor Forecasting | See feature definition | Predict the number and types of employees necessary to meet anticipated demand to control labor costs. 35 reviewers of Five9 have provided feedback on this feature. | 85% (Based on 35 reviews) |
Shift Scheduling | See feature definition | Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. 38 reviewers of Five9 have provided feedback on this feature. | 87% (Based on 38 reviews) |
Time & Attendance Tracking | As reported in 40 Five9 reviews. Let employees track the hours they have worked through integrations with time tracking products or built in time tracking features. | 85% (Based on 40 reviews) | |
Absence & Leave Management | Employees can submit paid time off (PTO) or leave of absence requests that managers can approve or deny within the platform. This feature was mentioned in 37 Five9 reviews. | 82% (Based on 37 reviews) | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. 38 reviewers of Five9 have provided feedback on this feature. | 86% (Based on 38 reviews) | |
Succession Planning | Based on 34 Five9 reviews. Identify high performing employees with potential to be promoted with minimal development. | 83% (Based on 34 reviews) | |
Workforce Analytics | Based on 36 Five9 reviews. Tools designed to help analyze employee data and develop baselines for evaluating and optimizing workforce management. | 82% (Based on 36 reviews) | |
Self-Service Capabilities | Based on 36 Five9 reviews. Web portals through which employees can view their schedules, submit PTO requests, configure work availability and preferences, and self-schedule from available work times. | 83% (Based on 36 reviews) | |
Mobile Shift Scheduling | Managers and employees can create or claim available work shifts and receive notifications on their mobile device. This feature was mentioned in 34 Five9 reviews. | 72% (Based on 34 reviews) | |
Team Communication | Message other team members or managers through built-in text or emailing functions and communicate scheduling or leave requests. 37 reviewers of Five9 have provided feedback on this feature. | 84% (Based on 37 reviews) |
Communication
Pop-up Chat | Based on 47 Five9 reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 89% (Based on 47 reviews) | |
Notifications | Based on 47 Five9 reviews. Delivers notifications to both sides of the conversation. | 89% (Based on 47 reviews) | |
Targeted Emails | As reported in 41 Five9 reviews. Sends automated emails to further engage clients and potential clients. | 84% (Based on 41 reviews) | |
In-App Messaging | As reported in 43 Five9 reviews. Allows for live chat to be enabled within the app for customer help. | 88% (Based on 43 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. 33 reviewers of Five9 have provided feedback on this feature. | 84% (Based on 33 reviews) |
Internal Use
Customization | As reported in 42 Five9 reviews. Allows users to customize chat colors, text, logos, and branding. | 84% (Based on 42 reviews) | |
Conversation Archiving | Based on 37 Five9 reviews. Archives conversations in a separate location for later reference. | 82% (Based on 37 reviews) | |
Lead Development | Enables employees to denote potential customers. This feature was mentioned in 36 Five9 reviews. | 84% (Based on 36 reviews) | |
Knowledge Base | Based on 39 Five9 reviews. Establishes a knowledge base for employee reference during conversations. | 85% (Based on 39 reviews) | |
Team Inbox | As reported in 40 Five9 reviews. Provides a central location for help requests, helping employees respond sooner. | 84% (Based on 40 reviews) | |
Customer Profiles | As reported in 41 Five9 reviews. Allows for the creation of profiles for contacts and customers. | 88% (Based on 41 reviews) |
Dialing Options
Preview Dialing | Based on 128 Five9 reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins. | 90% (Based on 128 reviews) | |
Progressive Dialing | Based on 122 Five9 reviews and verified by the G2 Product R&D team. Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | 89% (Based on 122 reviews) | |
Predictive Dialer | Based on 122 Five9 reviews and verified by the G2 Product R&D team. Uses an algorithim to predictive when an operator will be available to handle their next call. | 87% (Based on 122 reviews) |
Agent Tools
Omnichannel | Based on 96 Five9 reviews and verified by the G2 Product R&D team. Ensures that the caller experience is seamless across their entire call. | 88% (Based on 96 reviews) | |
Whisper Coaching | Based on 106 Five9 reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time. | 89% (Based on 106 reviews) | |
Callback Scheduling | Based on 119 Five9 reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves. | 87% (Based on 119 reviews) | |
Call Recording | Based on 129 Five9 reviews and verified by the G2 Product R&D team. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | 91% (Based on 129 reviews) |
Automation
Voice Activity Detection | Based on 111 Five9 reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine. | 85% (Based on 111 reviews) | |
Voice Broadcast | Based on 97 Five9 reviews and verified by the G2 Product R&D team. Presents a prerecorded audio message when the call is answered. | 89% (Based on 97 reviews) | |
Interactive Voice Response (IVR) | Based on 109 Five9 reviews and verified by the G2 Product R&D team. Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | 88% (Based on 109 reviews) | |
Call Scrubbing | Based on 104 Five9 reviews and verified by the G2 Product R&D team. Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | 86% (Based on 104 reviews) | |
API / Integrations | Based on 112 Five9 reviews and verified by the G2 Product R&D team. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | 86% (Based on 112 reviews) | |
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents 17 reviewers of Five9 have provided feedback on this feature. | 75% (Based on 17 reviews) | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence This feature was mentioned in 17 Five9 reviews. | 82% (Based on 17 reviews) | |
Intelligent Routing | As reported in 16 Five9 reviews. When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to | 78% (Based on 16 reviews) |
Quality Assurance
Evaluation | As reported in 44 Five9 reviews. Provides tools for evaluating customer interactions | 87% (Based on 44 reviews) | |
Calibration | Offers features for maintaining fair and consistent scoring 43 reviewers of Five9 have provided feedback on this feature. | 86% (Based on 43 reviews) | |
Reports | Generates quality and performance reports This feature was mentioned in 45 Five9 reviews. | 87% (Based on 45 reviews) |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions This feature was mentioned in 43 Five9 reviews. | 86% (Based on 43 reviews) | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback 48 reviewers of Five9 have provided feedback on this feature. | 86% (Based on 48 reviews) | |
Training | Based on 44 Five9 reviews. Tools for educating and training agents | 86% (Based on 44 reviews) |
Performance
Integrations | Integrates with other customer service or CRM software 46 reviewers of Five9 have provided feedback on this feature. | 88% (Based on 46 reviews) | |
Compliance | Based on 45 Five9 reviews. Helps ensure customer privacy and data protection | 90% (Based on 45 reviews) |
Channels
Voice | Based on 177 Five9 reviews and verified by the G2 Product R&D team. Provides voice call functionality. | 89% (Based on 177 reviews) | |
Social | Based on 128 Five9 reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels. | 78% (Based on 128 reviews) | |
Web Chat | Based on 122 Five9 reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site. | 79% (Based on 122 reviews) | |
Mobile SMS | Based on 119 Five9 reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions. | 75% (Based on 119 reviews) | |
Based on 129 Five9 reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails. | 78% (Based on 129 reviews) |
Functions
Session Routing | Based on 211 Five9 reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 88% (Based on 211 reviews) | |
Session Queuing | Based on 214 Five9 reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 89% (Based on 214 reviews) | |
Concurrent Calling | Based on 188 Five9 reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 87% (Based on 188 reviews) | |
Speech Analytics | Based on 123 Five9 reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones. | 82% (Based on 123 reviews) | |
Auto Dialer | Based on 151 Five9 reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use. | 88% (Based on 151 reviews) | |
IVR | Based on 171 Five9 reviews and verified by the G2 Product R&D team. Includes an interactive phone menu. | 89% (Based on 171 reviews) | |
Inbound Screen Pop | Based on 169 Five9 reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data. | 88% (Based on 169 reviews) | |
Persistent Data | Based on 151 Five9 reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses. | 87% (Based on 151 reviews) |
Administrative
Session Summary Notes | Based on 193 Five9 reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 83% (Based on 193 reviews) | |
Administrator Access | Based on 205 Five9 reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 87% (Based on 205 reviews) | |
Reporting & Dashboards | Based on 217 Five9 reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 83% (Based on 217 reviews) | |
Session Recording | Based on 161 Five9 reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 87% (Based on 161 reviews) | |
Agent Scheduling and Assignment | Based on 134 Five9 reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 86% (Based on 134 reviews) | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. 81 reviewers of Five9 have provided feedback on this feature. | 91% (Based on 81 reviews) | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 84 Five9 reviews. | 88% (Based on 84 reviews) |
Compliance
Regulations | As reported in 50 Five9 reviews. Help companies comply with state and federal laws such as TCPA and DNC. | 88% (Based on 50 reviews) | |
Updates | Updates compliance information based on the most recent changes to regulations. This feature was mentioned in 53 Five9 reviews. | 88% (Based on 53 reviews) | |
Exemptions | Manage exemptions to reclaim phone numbers that are incorrectly classified. This feature was mentioned in 48 Five9 reviews. | 84% (Based on 48 reviews) |
Integration
Phone Systems | Provide integration with phone systems and auto-dialers. This feature was mentioned in 52 Five9 reviews. | 87% (Based on 52 reviews) | |
Marketing & CRM | As reported in 51 Five9 reviews. Provide integration with marketing and CRM software. | 83% (Based on 51 reviews) | |
Third-Party | Provide integration with other third-party applications that use phone numbers. 48 reviewers of Five9 have provided feedback on this feature. | 84% (Based on 48 reviews) |
Management
Scrubbing | Provide or integrate with scrubbing services to validate dialing lists. This feature was mentioned in 47 Five9 reviews. | 85% (Based on 47 reviews) | |
Blocking | Deliver blocking features to ensure that employees cannot call restricted numbers. 50 reviewers of Five9 have provided feedback on this feature. | 84% (Based on 50 reviews) | |
Campaign Management | As reported in 51 Five9 reviews. Ability to create custom rules for each campaign to ensure compliance. | 86% (Based on 51 reviews) | |
Screening | Based on 51 Five9 reviews. Validate phone numbers when gathering information on new customers. | 84% (Based on 51 reviews) |
ServiceNow Apps
ServiceNow Integration | How satisfied are you with this app/integration in the ServiceNow ecosystem? | Not enough data | |
Value | How valuable is it to be able to use this product with ServiceNow? | Not enough data |
Workforce Management
Agent Availability | Based on 39 Five9 reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules. | 85% (Based on 39 reviews) | |
Skills Management | Based on 41 Five9 reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | 86% (Based on 41 reviews) | |
Shift Scheduling | Based on 40 Five9 reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | 83% (Based on 40 reviews) | |
Agent Self-Service | Based on 39 Five9 reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts. | 82% (Based on 39 reviews) | |
Mobile Access | As reported in 36 Five9 reviews. Allows users to access the software using mobile devices. | 72% (Based on 36 reviews) | |
Call Monitoring | As reported in 79 Five9 reviews. Allow managers/supervisors to monitor calls for quality assurance purposes. | 90% (Based on 79 reviews) | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. This feature was mentioned in 78 Five9 reviews. | 90% (Based on 78 reviews) |
Administration
Automation | Based on 39 Five9 reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks | 81% (Based on 39 reviews) | |
Performance Analysis | Based on 43 Five9 reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance. | 82% (Based on 43 reviews) | |
Dashboards | Based on 43 Five9 reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with. | 82% (Based on 43 reviews) | |
Forecasting | Based on 37 Five9 reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data. | 84% (Based on 37 reviews) | |
Intraday Management | Based on 35 Five9 reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | 86% (Based on 35 reviews) |
Customer Support
Text | Based on 18 Five9 reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS | 84% (Based on 18 reviews) | |
Speech | Comprehends human speech and can transcribe it to text for processing 18 reviewers of Five9 have provided feedback on this feature. | 81% (Based on 18 reviews) | |
Knowledge Base | Based on 18 Five9 reviews. The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | 80% (Based on 18 reviews) |
Artificial Intelligence
Learning | Based on 16 Five9 reviews. The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | 78% (Based on 16 reviews) | |
Language | Based on 16 Five9 reviews. Multilingual capabilities allow the AI to process inquiries from many languages | 76% (Based on 16 reviews) | |
Conversational AI | The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers 16 reviewers of Five9 have provided feedback on this feature. | 74% (Based on 16 reviews) |
