Five9 Cloud Contact Center Review - why 4.2 stars?

Shlomi Lavi / updated: Apr 03, 2022

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What is Five9 Cloud Contact Center?

Five9 Cloud Contact Center is a cloud-based VoIP software designed to help organizations delight customers, empower their digital and human workforce, and increase overall business agility. The software comes with features such as:

• Agent Empowerment: This feature helps end-users connect the dots for their agents to concentrate on consumers. Five9 enables the agents of customers to perform excellent service by integrating the touchpoints of a customer journey across time and channels, allowing them to focus on consumers rather than the technology facilitating their interactions.
• Business Agility: This feature helps end-users gain control over their contact center operations with easy-to-use UIs. Five9 equips contact centers with the tools and insights they need to quickly and intelligently respond to constantly changing conditions and meet the heightened expectations of customers with a more human experience.
• Unified Communications: Five9 UC Integration provides pre-built connections with popular UC systems such as Zoom Phone and Microsoft Teams, allowing agents to locate and communicate with subject matter experts around the company to answer the issues of their customers.
• Digital Engagement: Agents can engage with their consumers through their preferred medium. Five9 enables agents to service their consumers across a wide range of channels accessible now and new channels of the future.

Five9 Cloud Contact Center is a VoIP software that started in 2001. The company is headquartered in San Ramon, California, United States. The company has a workforce of more than 2,000 customers worldwide.

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Who is it best for?

The common customers of Five9 Cloud Contact Center are entrepreneurs operating small (with 10 – 100 employees) to medium-sized (with 100 to 1,000 employees) and even large enterprises that make use of the services offered by the industry of IT, data hosting and other related information services, particularly in the field of VoIP, business phone systems and contact centers.

Main features and functionalities

Five9 Cloud Contact Center offers users with an IVR solution that comes with multi-channel ACD, speech recognition, customer relationship management (CRM) and predictive dialer integrations. Other features include integrated workforce optimization functionalities and agent scripting, quality monitoring components and built-in call recording.

Setting up this tool is easy because it simply needs computers that are connected to the Internet. This tool has the capability of adapting to the users changing business needs and can be scaled with the growth of the users business.

What is the actual cost?

Five9 Cloud Contact Center offers four license pricing options; Core, Premium, Optimum, and Ultimate. Core starts at $149 per month, Premium starts at $169 per month, Optimum starts at $199 per month, and Ultimate starts at $229 per month. Core comes with features such as Multiple concurrent Agents, Blended calling, Real-time reporting, and administrative tools. Premium comes with all capabilities of the Core Bundle plus omnichannel support and essential quality management.

Optimum comes with all capabilities of the Premium Bundle plus full WFO capabilities, workforce management, agent performance, and Customer Experience. Ultimate comes with all capabilities of the Optimum Bundle plus Analytics & Workflow Automation Tools & Apps, Automated Repetitive Agent Tasks & Complex Workflows, and Proactive Notifications.

ITQlick pricing score is 10 out of 10 (10 is most expensive). Access ITQlick pricing guide for Five9 Cloud Contact Center. You can also find here pricing information from Five9 Cloud Contact Center's website.

Pros

• Five9 is easy to use and allows users to set callbacks
• The software is feature-rich and easy to navigate
• The software is designed to be user-friendly

Cons

• The software uses mechanics that are difficult to understand with minimal documentation

How it stacks up?

Access a head to head analysis of Five9 Cloud Contact Center vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is Five9 Cloud Contact Center right for you or your business?

Five9 Cloud Contact Center is a good fit for call center agents seeking a system to help them engage customers on their channel of choice, streamline their operations, and use the power of practical AI, automation, and the cloud to increase their business agility and exceed the expectations of their customers. Five9 helps agents reimagine their customer experience and achieve tangible business results.