We are happy to share some insights about Five9 drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Five9 and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Five9 as Innovative, ranking seventh in the overall research with a 69.5% performance. Five9’s best performance came in Product Experience at 71.3%, 
ranking fifth, due in part to its third-place ranking in Usability. In Customer Experience, Five9 placed 14th at 61.7% due to low performance in TCO/ROI. Five9 was designated a Leader in Usability. Five9 partially participated in the RFI process.
Five9’s Product Experience was impacted by its 66.9% performance in Adaptability, where it shows a lack of strong knowledge management features and a minimal ability to coordinate customer data. Customer Experience was impacted by its 58.2% performance in TCO/ROI, where it shows little documentation for helping buyers prepare a robust business case.
Five9 performed best in Product Experience, notably in Usability, where its 75.4% performance was due to its excellent interaction routing and handling analytics. In addition, Five9’s strong integration features led to its performance in Usability.
In the Agent Management Buyers Guide, our analysis classified Five9 as a vendor of Merit, ranking eighth in the overall research with a 69.7% performance. Five9’s best performance came in Product Experience at 71.8%,
ranking seventh, due in part to its fourth-place ranking in Usability. In Customer Experience, Five9 placed 10th at 61.7% due to low performance in TCO/ROI.
Five9’s Product Experience was impacted by its 66.9% performance in Adaptability, where its configuration and customization capabilities could be improved. Customer Experience was impacted by its 58.2% performance in TCO/ROI, where it could show more value in the documentation demonstrating its ability to deliver innovation, sustainability, agility and competitiveness.
Five9 performed best in Product Experience, notably in Usability, where its 75.4% performance was due to its user experience, which fosters productivity and is easy to use. In addition, Five9’s performance uptime and scalability strengths led to its high performance in Reliability.
In the Contact Centers Buyers Guide, our analysis classified Five9 as Innovative, ranking sixth in the overall research with a 69.5% performance. Five9’s best performance came in Product Experience at 71.5%, ranking fourth, due in 
part to its third-place ranking in Usability. In Customer Experience, Five9 placed 13th at 61.7% due to low performance in TCO/ROI. Five9 was designated a Leader in Usability.
Five9’s Product Experience was impacted by its 66.9% performance in Adaptability, where it could better differentiate the extent of its preconfigured configuration capabilities. Customer Experience was impacted by its 58.2% performance in TCO/ROI, where it could increase the documentation of its costs and pricing.
Five9 performed best in Product Experience, notably in Usability, where its 75.4% performance was due to an overall good user experience that promotes efficiency. In addition, Five9’s overall uptime SLAs led to its 79.5% performance in Reliability. The company is strong in measures of viability, including customer count and growth relative to the industry.
This assessment was based on Five9 Intelligent CX Platform, and was available in July 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
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