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Five9

Five9 Intelligent CX Platform

Composite Score

8.5 /10

CX Score

8.6 /10

85 Reviews Write a Review

Claim Software

What is Five9 Intelligent CX Platform?

Five9 Intelligent CX Platform Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.

Company Details

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Awards & Recognition

Five9 Intelligent CX Platform won the following awards in the Contact Center as a Service - Enterprise category

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0 Top Rated Capabilities

6 Top Rated Features

Latest Award, 2025

0 Top Rated Capabilities

7 Top Rated Features

2025

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2024

2024 Data Quadrant Champion

2024

5 Top Rated Capabilities

8 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Champion

2023

4 Top Rated Capabilities

9 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2022

2022 Data Quadrant Champion

2022

3 Top Rated Capabilities

3 Top Rated Features

2022

Five9 Intelligent CX Platform Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Five9 Intelligent CX Platform.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

94 Plan to Renew

1
Since last award

74 Satisfaction of Cost Relative to Value

5
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+85 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Five9 Intelligent CX Platform?

5% Negative

11% Neutral

84% Positive

Pros

Respectful
Enables Productivity
Transparent
Reliable

Feature Ratings

Average 82

Multi Channel Queue Management

Call Recording

Skills Based Routing

Call Scripting and Call Flow Management

Contact Center Analytics

Ticket Management

Screen Prompts

Knowledge Management

Contact Center Compliance Management

Workforce Management

Multi Channel Intake Integration

Vendor Capability Ratings

Average 78

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Availability and Quality of Training

Vendor Support

Ease of IT Administration

Quality of Features

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Five9 Intelligent CX Platform Downloads

US Radiology + Five9 Case Study

IAA + Five9 Case Study

TruConnect + Five9 Case Study

Five9 Intelligent CX Platform Videos

Five9 Intelligent CX Platform Reviews

Chad S.

Role: Operations
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2025

Reliable Call Center Solution with Strong Support

Likeliness to Recommend

9 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

Five9 makes customer service easier with a flexible cloud setup, smart AI tools, and an easy-to-use design that really improves the customer experience.

What is your favorite aspect of this product?

My favorite aspect of Five9 is how easy it is to use while still offering powerful AI and automation tools that save time for both agents and customers.

What do you dislike most about this product?

At times, the system can be a little slow or complex to navigate, but overall these challenges are manageable and outweighed by the platform’s benefits.

What recommendations would you give to someone considering this product?

Take advantage of the training and support resources Five9 offers—the platform is feature-rich, and investing time up front will help you unlock its full potential. Also, explore its AI and automation tools early, since they can significantly improve efficiency and customer experience

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Joel S.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2025

Intuitive Product with Competitive Features

Likeliness to Recommend

9 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

The integration and available features to use in tandem with the other platforms that we utilize were big selling points. We're looking forward to expanding our use cases and leveraging this product to its fullest potential.

What is your favorite aspect of this product?

The reporting capabilities and ServiceNow integration

What do you dislike most about this product?

The admin tool isn't as intuitive as the end-user product, but I appreciate that all of that can still be managed in house.

What recommendations would you give to someone considering this product?

This product is supported by a great team who is committed to a successful partnership. Have a conversation.

Pros

Trustworthy
Efficient Service
Caring
Respectful

Briana L.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2025

Great features!

Likeliness to Recommend

8 /10

What differentiates Five9 Intelligent CX Platform from other similar products?

Ease of use, reporting, and features

What is your favorite aspect of this product?

Live transcription

What do you dislike most about this product?

Reporting isn't the easiest, but still easier than others

What recommendations would you give to someone considering this product?

If you're looking for a company who is trying to keep up in the industry and releasing new features, this is for you.

Pros

Reliable
Respectful
Client Friendly Policies
Fair

Five9 Intelligent CX Platform

What is Five9 Intelligent CX Platform?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

Five9 Intelligent CX Platform Ratings

86 Likeliness to Recommend

94 Plan to Renew

1 Since last award

74 Satisfaction of Cost Relative to Value

5 Since last award

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Five9 Intelligent CX Platform?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Five9 Intelligent CX Platform Downloads

US Radiology + Five9 Case Study

IAA + Five9 Case Study

TruConnect + Five9 Case Study

Five9 Intelligent CX Platform Videos

The New CX Starts Here

Five9 Intelligent CX Platform Reviews

Chad S.

Reliable Call Center Solution with Strong Support

Likeliness to Recommend

Pros

Joel S.

Intuitive Product with Competitive Features

Likeliness to Recommend

Pros

Briana L.

Great features!

Likeliness to Recommend

Pros

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Feature Ratings

Multi Channel Queue Management

Call Recording

Skills Based Routing

Call Scripting and Call Flow Management

Contact Center Analytics

Ticket Management

Screen Prompts

Knowledge Management

Contact Center Compliance Management

Workforce Management

Multi Channel Intake Integration

Vendor Capability Ratings

Business Value Created

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Availability and Quality of Training

Vendor Support

Ease of IT Administration

Quality of Features

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement