Five9 Reviews, Ratings & Features 2026 | Gartner Peer Insights

Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction.

The core capabilities of WEM products include:
•	Evaluation and improvement
•	Time management
•	Metrics and recognition (that is, performance management)
•	Assistance and task management
•	Voice of the employee (VoE) feedback
•	Recruitment and onboarding

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Find the top Contact Center Workforce Engagement Management Software with Gartner. Compare and filter by verified product reviews and choose the software that’s right for your organization.

Contact Center Workforce Engagement Management (Transitioning to Contact Center as a Service & Contact Center Workforce Management Solutions)

Contact Center Workforce Engagement Management

Five9 Intelligent CX Platform

Five9

MANAGER, CUSTOMER SERVICE AND SUPPORT

Awesome implementation process, and Five9 service is second to none. My only minor complaint would be that working with reporting and Virtual Observer with all the applications is not always user-friendly.

50M - 250M USD

500M - 1B USD

250M - 500M USD

<50M USD

1B - 3B USD

30B + USD

Gov't/PS/ED <5,000 Employees

3B - 10B USD

Gov't/PS/ED 5,000 - 50,000 Employees

Manager

Overall experience has been average, from the WFM product to general technical support team and working with our assigned technical support manger has been average at best.

Director of Real Estate

Strong partners and always available to help us understand the product

NiCE

Genesys

Avaya (Verint)

Calabrio

Verint

Talkdesk

Zen3

Ericsson (Vonage)

Avaya (KnoahSoft)

VoiceCyber

Autonomy

Other...

Microsoft

Mitel

Collab

Enghouse Interactive

DVSAnalytics

Eleveo

TTEC

West

NewVoiceMedia

Puzzel

Twilio

SAP (WalkMe)

FurstPerson

Cisco Systems

Oracle

PanTerra Networks is a unified communications provider that delivers secure, cloud-based solutions for businesses of all sizes. Its flagship product, Streams, combines voice, video, messaging, collaboration, and file sharing into a single platform designed to support remote and hybrid work environments. PanTerra’s solutions include features such as integrated softphone, mobile apps, contact center tools, AI-driven virtual assistants, call recording, CRM and app integrations, and real-time analytics. The platform supports omnichannel communications and allows for flexible configuration to meet specific business needs. With a focus on uptime, security, and scalability, PanTerra Networks offers organizations a reliable way to manage communications and streamline workflows across distributed teams.

Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty.

Five9 is a provider of cloud contact center solutions, delivering cloud-based innovation to over 2,000 customers globally and managing numerous customer engagements each year. The solutions offered by Five9 focus on digital engagement, analytics, workflow automation, workforce optimization, and artificial intelligence, all in the interest of enhancing customer experience. Highlighting reliability, security, compliance, and scalability, the Five9 platform is designed to amplify the efficiency of both agents and supervisors, bridge the gap between the contact center and the rest of the business, and facilitate measurable business outcomes, including greater revenue and improved customer trust.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Key partner for today and the future

Critical Review

Five9 WEM platform has unforeseen pitfalls.

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