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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Respectful
- Enables Productivity
- Transparent
- Reliable
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
The New CX Starts Here
Five9 Intelligent CX Platform Reviews
Adam A.
- Role: Information Technology
- Industry: Electronics
- Involvement: IT Leader or Manager
Submitted Aug 2025
Legacy admin systems that are being improved
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
I have not used nor evaluated other products yet to make this determination. I took over managing and administrating this system about a year ago. Once our contract comes due I will do a review of others in the market to determine this.
What is your favorite aspect of this product?
That changes you make in the system are live as soon as you make them. No one needs to log out or a change has to propagate out to the users. This makes requests from my supervisors and end users very easy and quick to implement and they appreciate the quick turn around to requests that might take a day normally, only taking 10 minutes.
What do you dislike most about this product?
The administration system is caught between 2 systems at the moment. An old legacy system where all changes to IVR's skills, general call system configuration occurs, and a modern system that can manage the users, phone numbers, and few other aspects. So finding the place where to make a change is challenging at times. Also the legacy system programming can be cumbersome at times to get basic functions to work like updating a message on a inclement weather hotline.
What recommendations would you give to someone considering this product?
Read the documentation it lays out how to do a lot of the things that you'd want to do with the system. Form a good relationship with your technical account manager as they can get a lot of help and things done for you that aren't clear in documentation. Setup a test line and system inside of your production environment since there is no way to move things from dev to prod currently in there systems.
Pros
- Trustworthy
- Efficient Service
- Effective Service
- Respectful
Cons
- Under Delivered
- Charges for Enhancements
Please tell us why you think this review should be flagged.
Kc N.
- Role: Operations
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Jul 2025
Efficient, Built for High Performing Teams.
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
Five9 leans into AI, but not at the expense of the human touch. It integrates Practical AI with real-time agent assist, predictive analytics, and intelligent virtual agents (IVAs) that actually understand natural language well.
What is your favorite aspect of this product?
WFO/WFM/Gamification/Dashboards and reporting.
What do you dislike most about this product?
Would like to see more organic plug ins vs. vendors.
What recommendations would you give to someone considering this product?
If you are not a contact center analyst, budget for one as the robust reporting available is game changing and often requires daily/weekly/monthly report outs on several different KPI factors for both call center and agents.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Tom E.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Leader or Manager
Submitted Jul 2025
Five 9 provides great call center capability
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
The ability to manage our agents while using the supervisor functionality provides so much more information to our managers as well as it ease of support from an IT standpoint allow Five 9 to stand above any other platform that I have managed.
What is your favorite aspect of this product?
It is generally easy to support from an IT standpoint and provides a great system for the Agents, and managers that are utilizing the system
What do you dislike most about this product?
Some connectivity issues that we have been experiencing have been difficult to find the RCA to the issue. I have been working with Five 9 support and the issue we are experiencing seems to be elusive. I am however confident that by working with the knowledgeable Five 9 support staff and TAM team we will come to a resolution of this issue.
What recommendations would you give to someone considering this product?
Five 9 is a good sturdy product that will provide your call center with a means to connect to your customers at an affordable rate.
Pros
- Reliable
- Trustworthy
- Inspires Innovation
- Respectful
Please tell us why you think this review should be flagged.
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