Five9 Reviews, Ratings & Features 2026 | Gartner Peer Insights

Conversation analytics platforms enable service departments to extract insights by processing natural language interactions between customers and the organization. Conversation analytics platforms focus on voice and text interactions, whether postcontact or real-time, by telephone, chatbot, virtual assistant, live chat, messaging, and email channels.

Extracting insights from natural language customer interactions is crucial for optimizing customer service. Conversation analytics allows customer service leaders to identify opportunities to improve customer and agent experience. It helps track process improvements, customer sentiment and service department compliance with regulatory and quality assurance guidelines; reduces the cost of agent training; and provides agent assistance to improve productivity.

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Find the top  Conversation Analytics Platforms with Gartner. Compare and filter by verified product reviews and choose the software that’s right for your organization.

Conversation Analytics Platforms

Five9 Intelligent CX Platform

Five9

HEAD OF CUSTOMER SERVICE AND SUPPORT

We have changed our previous software due to enhancements in Workforce Engagement Management in Five9.

<50M USD

250M - 500M USD

500M - 1B USD

3B - 10B USD

30B + USD

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

CUSTOMER SERVICE & SUPPORT ASSOCIATE

For a call center, it is not the most reliable system.  But the service team is very helpful and knowledgable.

Manager, Customer Service and Support

The scalability and ease of use is just what we need for a large company with multiple call centers interacting with each other.

Amazon Web Services (AWS)

Avaya

Genesys

Google

Calabrio

NiCE

ZoomInfo

MiaRec

CallFinder

Cogito

RepsMate

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

Scalable platform simplifies operations across multiple call center locations

Critical Review

Tends to time out and reconnect

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