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
Carl O.
- Role: Operations
- Industry: Technology
- Involvement: Initial Implementation
Submitted Nov 2023
Very old school software
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
They charge a very expensive setup fee, which many providers do not do.
What is your favorite aspect of this product?
The main thing I like about Five9 is how easy to use the dashboard was, it didn't take me long to get used to the platform.
What do you dislike most about this product?
As a technology company, everything we want is to make life easy and automate as much as possible. This software did not feel as 'cloud-based' as I like, and it did not feel like a nice platform to use, purely from a personal perspective.
What recommendations would you give to someone considering this product?
Bear in mind how expensive the setup costs are.
Pros
- Reliable
- Respectful
- Acts with Integrity
- Generous Negotitation
Please tell us why you think this review should be flagged.
José Martín R.
- Role: Consultant
- Industry: Telecommunications
- Involvement: IT Leader or Manager
Submitted Aug 2025
Five9 as an innovative brand in AI and digital CX
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
“Five9 transforms the way businesses communicate with their customers. Its seamless integration with third-party applications centralizes digital channels like webchat, social media, and video, combined with the robustness of voice as its core foundation. With intelligent dialing rules, multiple contact models, and the power of artificial intelligence applied to voice and chatbots, Five9 drives faster, smoother, and more personalized interactions. The result: a robust ecosystem that takes your business's customer experience and operational efficiency to the next level.”
What is your favorite aspect of this product?
It's a Gartner platform on the market. Its customer service, 24/7 support, and, most importantly, its operational stability.
What do you dislike most about this product?
Its cost in the Latin American market.
What recommendations would you give to someone considering this product?
If you decide to acquire Five9 as a Contact Center, you'll be guaranteed service levels, revenue, and platform stability.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Valerie S.
- Role: C-Level
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Aug 2025
intelligent call routing and real-time analytics.
Likeliness to Recommend
What differentiates Five9 Intelligent CX Platform from other similar products?
Implementing Five9 has been a game-changer for our customer support operations. As a cloud-based solution, it gave us the flexibility to scale quickly without the burden of on-premise hardware. The omnichannel capabilities allow our team to seamlessly manage calls, chats, and emails in one place, which has significantly improved our response times and customer satisfaction.
What is your favorite aspect of this product?
One of the biggest wins for us has been the intelligent call routing and real-time analytics. These features ensure that customers are connected to the right agent faster, and we can monitor performance to make data-driven decisions. The integration with our CRM was smooth, enabling personalized interactions that our customers truly appreciate.
What do you dislike most about this product?
There was a learning curve initially, the benefits far outweigh the challenges.
What recommendations would you give to someone considering this product?
Five9 has helped us boost efficiency, reduce wait times, and deliver a better overall experience for our customers. We highly recommend Five9 to any organization looking to elevate their customer support operations.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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