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Five9: Use-Cases, Insights and Reviews | 2025 Cuspera

4.11 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(6060)

Five9 | Leading Cloud Contact Center Platform for the Digital Enterprise

AI Powered

App Partner

Five9 Overview

Five9 offers cloud-based contact center solutions, integrating AI to enhance customer interactions. It supports over 3,000 global clients, demonstrating its reliability and effectiveness. The platform's AI capabilities streamline customer service operations, improving response times and personalizing customer experiences. Recognized as a leader in the Gartner Magic Quadrant for CCaaS, Five9 stands out for its consistent performance and innovation in the contact center industry. Businesses can leverage Five9 to gain a competitive edge through superior customer experience management, ultimately driving higher customer satisfaction and loyalty.

Use Cases

Customers recommend Helpdesk Management, Engagement Management, Call Recording, as the business use cases that they have been most satisfied with while using Five9.

Other use cases:

Contact List Management
Communication Management
Workflow Management
Campaign Management
Customer Feedback Management
Performance Management
Social Media Management

See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Five9.

Other priorities:

Improve Efficiency
Increase Sales & Revenue
Scale Best Practices
Improve ROI
Improve Internal Communications
Enter New Markets Internationally Or Locally
Improve Consistency
Improve Visibility
Launch New Products
Shorten Ramp Up Time
Improve Stakeholder Relations
Improve Digital And Social Presence
Establish Thought Leadership
Increase Customer Life Time Value

See all business priorities See less business priorities

Five9 Use-Cases and Business Priorities: Customer Satisfaction Data

Five9 works with different mediums / channels such as Phone Calls.

Five9's features include Recording, Personalization, Dashboard, etc. and Five9 support capabilities include Chat Support, Phone Support, Email Support, etc. also Five9 analytics capabilities include Analytics, and Custom Reports.

Reviews

"Five9 offers much more automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients." - Sajan Choksi

Five9, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Five9 offers a reliable cloud contact center for exceptional customer experiences. A demo can be requested.

Popular Business Setting

for Five9

Top Industries

Financial Services
Retail
Marketing and Advertising

Popular in

Mid Market
Small Business
Enterprise

Five9 is popular in Financial Services, Retail, and Marketing And Advertising and is widely used by Mid Market, Small Business, and Enterprise.

Comprehensive Insights on Five9 Use Cases

How efficiently Does Five9 manage your Helpdesk Management?

Five9 is a call center software that monitors call volume and agent activity, facilitating efficient communication with clients. The software is user-friendly and integrates seamlessly with other platforms. Five9 lacks comprehensive self-service support documentation for troubleshooting.

"...Five 9 is a great partner in delivering both flexibility and ease of use in a call center software application...." Peer review by Cesar Garcia

How can Five9 optimize your Engagement Management Workflow?

Five9 Engagement Management offers comprehensive capabilities for managing customer interactions. It facilitates intelligent routing, automated call scheduling, and seamless integration with CRM systems. The system can be time-consuming to resolve open tickets due to difficulties in accessing previous interactions.

"...Five9 Digital Outreach Automate follow-up when calls fail through email, SMS, or social to let your contacts know you missed them. ..." Consistently deliver extraordinary customer experiences.

How can Five9 optimize your Call Recording Workflow?

Five9's call recording capabilities are automatic and readily available, providing searchable access to recordings and call logs with detailed information. Users can sort data by various metrics, enabling analysis of call performance and quality. A limitation is the inability to record outbound calls.

"...I also liked the access to call stats and recorded calls that were needed to improve on customer service and quality control...." Peer review by Arlaena W, Order Entry Rep, Restaurants

What makes Five9 ideal for Contact List Management?

Five9 facilitates efficient customer contact management by enabling agents to access and utilize past interaction data, seamlessly transfer calls, and build contact lists. The platform integrates with Zendesk to streamline inbound customer interactions. Five9's contact list management features are limited by the inability to customize contact list views within the Admin Center.

"...Cloud Based Call & Contact Center Software..." Cloud Based Call & Contact Center Software

How does Five9 address your Communication Management Challenges?

Five9 Communication Management provides call tracking, recording, and reporting capabilities. It enables supervisors to monitor and manage staff interactions. Limitations include a lack of history tracking for messaging features.

"...If wait times are long you can send them a message indicating when you will call them back...." Omnichannel SMS

50+ more Business Use Cases

8 buyers and buying teams have used Cuspera to assess how well Five9 solved their Contact Center Software needs. Cuspera uses 6060 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Sajan Choksi CEO Innovative Vision	Five9 offers much more automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients. Testimonial By Sajan Choksi
Matt Zemon President and CEO American Support	Since switching to Five9, we have experienced a 160% increase in contacts per hour. Testimonial By Matt Zemon
Bernie Fraser Technical Support Director NetSuite	No matter what concept we come up with, Five9 seems to have a solution for it. Testimonial By Bernie Fraser

CUSTOMERS	TESTIMONIALS
Sajan Choksi CEO Innovative Vision	Five9 offers much more automation and efficiency, which keeps our costs low and helps us translate those benefits to our clients. Testimonial By Sajan Choksi
Matt Zemon President and CEO American Support	Since switching to Five9, we have experienced a 160% increase in contacts per hour. Testimonial By Matt Zemon
Bernie Fraser Technical Support Director NetSuite	No matter what concept we come up with, Five9 seems to have a solution for it. Testimonial By Bernie Fraser

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
Sentinel Management Consulting	Management Consulting	Case Study Sentinel Sentinel improving contact center operations through the cloud Read More
Siemens Mechanical or Industrial Engineering	Mechanical or Industrial Engineering	Case Study Siemens Learn how Siemens uses Five9 Read More
NexRep Consumer Services	Consumer Services	Case Study NexRep NexRep has become a powerhouse in the highly competitive world of virtual contact centers that utilize 100 percent at-home agents. For the past eight years, Five9 has been a key driver behind its success. Read More

Video

Five9 Platform Demonstration

Video Thumbnail

Frequently Asked Questions(FAQ)

for Five9

What is Five9?

Five9 is a Contact Center Software for inbound, outbound, blended and omnichannel contact centers world-wide. It helps organizations of every size transition from premise-based software to the cloud. Business takes advantage of secure, reliable cloud contact center software to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

Five9 Genius derives customer intent data to provide agents with next step guidance before they pick up the phone. Four adjustable dialing modes skip no-answers and busy signals to triple agent talk time. The cloud-based solution provides omnichannel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more.

The inbound call center distinguishes a brand in the crowded marketplace. Preview Dialer is an outbound call center that allows sales reps to review customer contact records prior to dialing. The blended call center enables follow-ups and courtesy calls during slow periods of the day. Omnichannel call center features the engagement of customizable channels.

What is Five9 used for?

Five9 is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Engagement Management and Call Recording .

What are the top features of Five9?

Recording, Personalization and Dashboard are some of the top features of Five9.

Who uses Five9?

Five9 is used by Financial Services, Retail and Marketing And Advertising among other industries.

What are Five9 alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for Five9.

Where is Five9 located?

Five9 is headquartered at 4000 Executive Parkway, Suite 400, San Ramon, CA 94583, USA.

lightning

Peers used Five9 for helpdesk management and engagement management

Five9 Competitors

More Five9 Alternatives...

Five9 Features

Low
Medium
High

FEATURE	RATINGS AND REVIEWS
AI Powered	4.26/5 ★ Read Reviews (165)
Analytics	4.04/5 ★ Read Reviews (296)
Custom Reports	3.72/5 ★ Read Reviews (628)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.26/5 ★ Read Reviews (165)
Analytics	4.04/5 ★ Read Reviews (296)
Custom Reports	3.72/5 ★ Read Reviews (628)

Five9 Integrations

Five9 integrates with a wide range of software applications through its robust data import and export capabilities.

Data Export

3.85/5 ★

Read Reviews (371)

Data Import

3.77/5 ★

Read Reviews (717)

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Few API Integrations for Five9

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Software Failure Risk Guidance

?

for Five9

Overall Risk Meter

Low Medium High

Top Failure Risks for Five9

Five9, Inc. News

Product 29/04/2025

New Five9 Fusion for Salesforce Deepens Partnership to Deliver Integrated AI-Powered Customer Experiences

Five9 has launched Five9 Fusion for Salesforce, a new product and services bundle that integrates Five9s Intelligent CX Platform with Salesforce Service Cloud Voice. This solution enables businesses to deliver AI-powered, personalized customer experiences and streamlines deployment for joint customers seeking advanced contact center capabilities.

Read more →

Partnership 16/03/2025

Teaming Up for Success in Government: Five9 and Microsoft Teams

Five9 and Microsoft Teams are collaborating to enhance success in government sectors. Five9 is recognized as a leader in the Gartner Magic Quadrant and has announced its 2024 Global Partner Awards. Additionally, Five9 released a new 2025 Customer Experience Report.

Read more →

Product 12/03/2025

Acqueon Proactive Customer Engagement by Five9

Five9 introduces Acqueon Proactive Customer Engagement, an AI-powered platform to enhance revenue, compliance, and customer interaction through omnichannel solutions like Acqueon Campaigns, Compliance, Dialer, and Outreach.

Read more →

M&A 26/01/2025

Five9 AI Playbook: Pre-Implementation

Five9 is recognized as a Magic Quadrant Leader by Gartner and has acquired Acqueon. The company offers cloud contact center solutions, AI and automation tools, and various engagement and management products across industries like healthcare and retail.

Read more →

Five9, Inc. Profile

Company Name

Five9, Inc.

Company Website

https://www.five9.com/

Year Founded

2001

HQ Location

4000 Executive Parkway, Suite 400, San Ramon, CA 94583, USA

Employees

501-1000

Social

Financials

IPO