Five9 Cloud Contact Center Review - why 4.2 stars?

Five9 Cloud Contact Center Review
ITQlick Score: 89/100
ITQlick Rating:
(4.2/5)
Pricing: 10/10 - high cost
Category: VoIP -> Five9 Cloud Contact Center review
Ranking:Ranked 8 out of 164 VoIP systems
Company: Five9
Pricing: starts at $100 per feature/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Five9 Cloud Contact Center pricing, Five9 Cloud Contact Center alternatives
Shlomi LaviShlomi 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.

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.
ITQlick rating
Score
Pricing
License pricing
Functionality
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Five9 Cl...
ITQlick rating
4.2/5
Score
89/100
Pricing
10/10
License pricing
$100 per feature/month
Functionality
18
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RingCent...
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4.2/5
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93/100
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4.2/10
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$19.99 per user/month
Functionality
34
jive com...
ITQlick rating
4.6/5
Score
93/100
Pricing
2.8/10
License pricing
$19.95 per user/month
Functionality
7
Nextiva ...
ITQlick rating
4.2/5
Score
93/100
Pricing
3.2/10
License pricing
$11.95 per user/month
Functionality
27
ShoreTel
ITQlick rating
4.9/5
Score
92/100
Pricing
5.4/10
License pricing
$19.99 per user/month
Functionality
6

Frequently Asked Questions (FAQs)

Is it the best VoIP system?

Five9 Cloud Contact Center is ranked 8 out of 164 software in their category (VoIP systems).

How they are rated on ITQlick?

The rating of Five9 Cloud Contact Center is 4.2 stars out of 5 and the total score is 89 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Is it an easy to use Software?

Yes, Five9 Cloud Contact Center makes it fairly easy to use. This product is user friendly and intuitive.

Is it cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

Yes, you can access Five9 Cloud Contact Center on your mobile/smart phone.

Differences between Five9 Cloud Contact Center and alternatives?

The most popular alternatives to Five9 Cloud Contact Center in 2022: RingCentral Phone, jive communications, Nextiva VoIP, ShoreTel, 3CX. Access the complete competitors analysis here - Five9 Cloud Contact Center VS VoIP Software alternatives.

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.

List of categories

Business Phone Systems
Call Recording
Cloud PBX
Online Meeting
UCaaS Providers
CRM
Banking CRM
Call Center
Call Center Workforce Management
Casino CRM
Healthcare CRM
Insurance CRM

List of features

Chat
Blended Call Center
Call Queue Management
Call Recording
Inbound Call Center

Author - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.