Five9 Intelligent CX Platform

What I value most is the overall platform reliability and the strength of core contact center functionality, particularly around voice routing, outbound capabilities, and reporting. The agent experience is relatively intuitive, which helps reduce onboarding time and supports operational consistency. I have also found the vendor support and partnership engagement to be strong, especially when working through production issues or configuration questions. The platform integrates well into broader CX and CRM ecosystems, which supports long-term automation and AI enablement strategies.

The voice product is very reliable. Although they have not had to do it in an emergency situation, Five9 has demonstrated many times that it can quickly move our service between hosting centers. As expected, the cloud product is easier to maintain than our previous on-prem product since we don't have to manage any upgrades. While the integration between Five9 and Verint isn't exactly what we want, the implementation was far simpler than if we had gone with competing products.

We like the customization of the product. Although we felt the implementation was slow to get started, overall the implementation process went well and we felt supported by the team. I love the AI functionality and look forward to future development of their AI tools.

From an operational standpoint, some advanced configuration and workflow design can be complex and may require specialized administrative knowledge, particularly in larger or highly customized environments. While the core voice platform is strong, digital channel capabilities and orchestration sometimes require additional design effort to optimize. Additionally, reporting is powerful but can require experience to fully leverage and standardize across teams. Finally, like most cloud platforms, occasional session, audio, or connectivity issues can occur, although these have generally been manageable with vendor support engagement.

Professional services does not engage directly when scope of their work is being discussed. Our Voice IVA implementation was initially underscoped, and the go-live is currently at risk because of instability in the IVA environment. Other than the voice soft phone, the product does not naturally integrate with Salesforce. Digital offerings such as web chat and chat bot are not well thought out in the overall customer experience, and the integration into Verint for WFM is weak.

Training took place too close to Go Live. While the training was thorough, we were not ready to implement the training as we were focused on Go Live. The WFM tool is not as strong as I would like. It is cumbersome to navigate, the forecasting options are not robust, and it we feel there are not as many options as we would like to customize scheduling. We had a deadline with Five9 to launch the product. We felt like there was not a sense of urgency to start the implementation process. We ultimately met the deadline, but it could have been less stressful if we had been assigned and implementation team more quickly at the beginning.