"The most valuable features of this solution are its flexibility, scalability and most of all the stability."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"I like the ease with which we can make changes if necessary. Currently, we are using it for phone and email distribution, but we're talking about adding chat and delving into the omnichannel features more."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"Five9 has a lot of AI tools, which I find valuable. It offers transcription services and a power dialer for outbound dialing. I like that Five9 is built for outbound and suitable for that purpose."
"What I found most valuable in Five9 is its AI feature, mainly the feature that gives AI summaries called Agent Assist, where the AI listens to the call, transcribes it, and then creates a summary at the end of the call, which has cut the ACW of agents in half."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"Agent Assist and AI server are the two best features because they remind new and existing agents about tips and generate detailed case summaries, saving them the time and effort of making small modifications before posting."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"This solution needs to be made more cloud-centric."
"I rate Five9 support five out of 10. My experience with Five9 support has been mixed. It's good at times but not particularly helpful sometimes."
"The pricing could be improved. It is set in US dollars, so it doesn't account for the exchange rate with other regions."
"It would be ideal if they could combine the tools into one suite."
"An area for improvement in Five9 is the reporting on the emails, as it's not very user-friendly. It's a bit tricky because you must manually add filters to see how many emails each agent answers."
"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
"The SMS feature could use some improvement as far as the opt-out process goes."
"What would make Five9 better is a partnership with an SMS AI solution, which would make Five9 pretty powerful."
"The knowledge base of their support is not as strong as the IVR build."
Earn 20 points
Avaya Aura [EOL] doesn't meet the minimum requirements to be ranked in Contact Center Infrastructure while Five9 is ranked 1st in Contact Center Infrastructure with 20 reviews. Avaya Aura [EOL] is rated 10.0, while Five9 is rated 8.6. The top reviewer of Avaya Aura [EOL] writes "Can enable any organization to become agile and dynamic in unified communications". On the other hand, the top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". Avaya Aura [EOL] is most compared with , whereas Five9 is most compared with Genesys Cloud CX, Cisco Webex Contact Center, Amazon Connect, 8x8 Contact Center and NICE CXone.
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