Overview
What is Five9?
Five9 is cloud contact center software for inbound, outbound, blended, or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting, and call recording.
User Friendly CRM Integration Tool
Perfect solution for not big businesses
Best CRM tool to have it.
Easy way to connect.
Five9 FTW
Five9 - A solid product but make sure you fully understand the capabilities
Thanks to five9 we improve our relationship with our customers
Great tool to drive higher customer satisfaction.
Five9 worked well for me as a first hand user!!
Great Call Center Tech.
Five9 Review
Nixplay is a long time Five 9 Customer
Consistent in both performance and relationships
Five9 is not a 10
FIve9 For The Win
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Agent dashboard (12)9.393%
- Call tracking (12)9.292%
- Validate callers (12)9.191%
- Quality management (21)7.272%
Reviewer Pros & Cons
Pricing
Core
Contact sales team
Premium
Contact sales team
Optimum
Contact sales team
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Five9: Salesforce Demo
Five9Web2Campaign Demo
Five9 Intelligent Virtual Agent Integration to Salesforce
Five9 Performance Dashboard Demo
Five9: Agent Demo
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.3Agent dashboard(12) Ratings
Enables agents to track and view their individual and team performance.
- 9.1Validate callers(12) Ratings
Authenticates inbound callers with a customer ID.
- 9.1Outbound response(11) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 9.4Call forwarding(9) Ratings
Forwarding of calls to the appropriate agents.
- 9.1Click-to-call (CTC)(10) Ratings
Allows one-click calling for agents.
- 9.4Warm transfer(10) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.5Predictive dialing(10) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.2Interactive voice response(9) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9.4REST APIs(7) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 6.7Call scripts(10) Ratings
Providing agents with a predefined conversation script.
- 9.2Call tracking(12) Ratings
Enables agents and managers to see the origin of the call.
- 8.6Multichannel integration(11) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.2CRM software integration(11) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9.3Inbound call routing(10) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.5Omnichannel inbound routing(8) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.3Recording(11) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.2Quality management(21) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.8Call analytics(12) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 7.8Historical reporting(12) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.8Live reporting(10) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.3Customer interaction analytics(10) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Five9?
A Five9 Contact Center aims to eliminate the hassle and expense of traditional on-premise contact centers. Five9 is completely cloud-based contact center service, agents can log in from anywhere — they just need a computer, a headset, and a high-speed Internet connection.
Users can communicate with customers through the channel they prefer whether it’s phone, web, chat, email, video, or social media. Five9 boasts delivering better customer engagements and faster response times by empowering agents to handle inbound and outbound contacts from multiple channels all from a single agent desktop.
Five9 Omnichannel Routing is designed to ensure that every interaction is delivered to the right resource at the right time, every time.
Five9 aims to provide everything needed to run an effective inbound, outbound, or blended contact center, including management applications such as real-time and historical reporting, recording, and CRM integrations.
Five9 Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Live chat channel
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
Five9 Screenshots
Five9 Videos
Five9 Integrations
- Zendesk Suite
- NetSuite ERP
- Microsoft Dynamics 365
- Salesforce
- Oracle RightNow
Five9 Competitors
- Avaya Experience Platform
- 8x8 Work
- inContact
- Interactive Intelligence
- Genesys
- Cisco
Five9 Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
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Operating Systems | Unspecified |
Mobile Application | Apple iOS |
Supported Countries | North America, Honduras, Panama, El Salvador, Mexico, Colombia, Brazil, Peru, Germany, United Kingdom, Ireland, United Arab Emirates |
Supported Languages | English, French-Canadian, French, Spanish, German, Brazilian Portuguese, and Polish. |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(102)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Five9 is a versatile and user-friendly software that serves as the main phone system for call centers, providing solutions for inbound and outbound calls. Users have reported using Five9 to handle customer support, sales, and fundraising calls, among other applications. The software's features, such as call recording capabilities and detailed reporting, have proven valuable for quality audits, training, and performance analysis.
One of the key advantages of Five9 is its flexibility, allowing call centers to seamlessly integrate with other programs like Looker and ZenDesk for enhanced functionality. Users appreciate the ease of installation and training on Five9, finding it convenient for both physical call centers and remote work-at-home agents, especially those operating in different time zones. The software's dialer has been praised for increasing call volume and maximizing agent-client interactions through auto-disposition of calls. Overall, Five9 has proven to be reliable with minimal technical issues and offers a friendly interface that streamlines workflows and improves productivity in various industries.
Intuitive User Interface: Users have consistently praised Five9 for its highly intuitive and user-friendly interface, with numerous reviewers highlighting the ease of navigation and task completion. Many users have found the pleasing design and layout of the interface to be effortless in performing their daily call center activities efficiently.
Comprehensive Data Insight: The comprehensive data insight provided by Five9 has garnered high appreciation from users. Being able to access and analyze call logs, recorded calls, and other collected information easily allows users to gain valuable insights into their call center activities. This feature is particularly helpful in identifying trends, improving agent performance, and enhancing overall call handling strategies.
Customizable Reporting Options: Users find the customizable reporting options in Five9 extremely helpful, enabling them to generate agent or team-level statistics on various metrics such as handle time, abandoned call rate, and occupancy. This transparency offers valuable insights for increasing agent productivity and improving call handling efficiency. Numerous reviewers mention that these reporting capabilities contribute to a more efficient operation of their call centers.
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Limited Advanced Analytics: Some users have expressed the need for more advanced analytics, such as graphical representations of data, to gain deeper insights into their call center operations.
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Difficult Button Access: Several reviewers have found it challenging to locate the active green button in Five9's interface, particularly when working remotely. They suggest making it easier to access for improved usability.
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Connectivity Issues: A number of users have reported experiencing poor connection quality and encountering unstable servers while using Five9. These issues may be attributed to internet bandwidth limitations or technical problems within the software itself.
Users commonly recommend paying for a technical account manager (TAM) when using Five9 for voice cloud customer support. They suggest becoming familiar with the software and its features to ensure ease of use. Users also recommend integrating Five9 with Salesforce for better functionality.
Additionally, users recommend using Five9 for start-up businesses and managing contact centers. The software is praised for its ability to efficiently handle both inbound and outbound calling, as well as its seamless integration with multiple other tools. Users also appreciate how Five9 brings all agents together in one place, making it easier to manage calls.
Furthermore, users highly recommend Five9 for its reporting features, which provide valuable insights into call center performance. They suggest having a backup phone system in case of crashes to ensure uninterrupted service.
Users also emphasize the importance of considering additional software offerings from Five9 and understanding the limitations of third-party integrations. They suggest investing in a TAM for a great experience and taking advantage of premium support services.
Lastly, users advise minimizing complexity when using Five9 and exploring alternative options if needed. They stress the benefits of becoming experts in the system to fully maximize its capabilities. Overall, users find that Five9 is easy to use, reliable, and well-suited for call centers and customer service agents.
Attribute Ratings
Reviews
(1-15 of 15)Perfect solution for not big businesses
- Outbound calls
- Tracking of executed calls
- Collaboration with hubspot
- No records of my call
- No opportunity to impact on this
- No work if system is overloaded with calls
- A lot of bags that make the job complicated
Nixplay is a long time Five 9 Customer
- Five9 support replies quickly over email and follows up with calls for outstanding issues.
- Flexible account management where we can increase/decrease our licenses on a monthly basis.
- Ease of use.
- Lost integration with Zendesk.
- Recently encountered spam calls during the 2019 Christmas sales season.
- Limited capability to eliminate spam calls.
Consistent in both performance and relationships
- Collaboration
- Tailored and targeted support
- Personalized approach to business
- Some outsourcing of support elements (i.e., workforce management)
Five9 is not a 10
- Voicemails were easy to transfer
- Web-based
- Nice colors
- Unstable servers
- Poor customer service
- Clunky user interface
Five9 is a great overall solution for quick deployments
- Easy deployment.
- It's web-based.
- It's flexible.
- It's not good with local contingencies.
- No local service.
Five9 is one-stop shop for Call Center needs
- Auto dials and dispose of records
- Allows call back timers to be set so that clients returned calls aren't forgotten.
- Reporting on agent KPI's
- Helping call center agents manage their time
- Weeding out "bad" or "junk" leads
- Easier to use IVR scripting
- A web based administration console
- The gamification element automatically tied to the agent console.
A Great, High Volume Outbound Dialer
- Salesforce integration. We leveraged Five9's Salesforce integration to log all call activity into Salesforce as Tasks. This allowed us to be able to report on our sales team's activities to know who our team interacted with.
- Inbound IVR. We had a very complex use case for inbound call routing, so we leveraged Five9's IVR to determine where a call should be routed, to an agent directly? To the general queue? etc.
- Automation for dialing cadences. We had a very aggressive and complex dialing cadence that, in our research and evaluation of other dialers, only Five9 could handle. It was consistent and reliable, which gave us the confidence that we could execute our exact dialing strategy/cadence with every lead.
- Tying call records to Salesforce records. This was a drawback for us when we integrated Five9 with Salesforce was that the default integration did not allow us to access call recordings directly in Salesforce.
- Five9 doesn't have a way to count up the total number of dials a given phone number has been dialed across all lists. For example, if a lead belonged to both our West Coast list and part of our "Special Promotion" list, that phone number had 2 separate dial counts which were very inconvenient to cap the total number of calls to a particular phone number and to report on such a metric.
- The admin panel is a desktop Java application that feels really old and outdated.
- Web interface for call center agents and supervisors.
- Minimal software requirements to make phone calls.
- Call recordings, reports, analysis charts - everything is right here.
- Quality of calls and number of different dialer options and features.
- Full access to user profiles in the admin application, no need to contact the vendor for user management.
- Very flexible configuration of campaigns, skill-sets, roles, etc.
- Tablet version of Supervisor application for training and QA purposes.
- Customer support -- in many cases useless, especially for minor issues.
- The Java-based application was horrible, but since we moved to the Web-based application, this is no longer the issue.
- A lot of issues related to cached Internet files, Web Cookies, etc.
- The user interface for the agent app should become more user-friendly.
- No history tracking for the messaging system.
Great software for BPO and contact centers
- Monitor calls
- Supports inbound and outbound calling
- Logs every call that is made
- Features a cloud based platform
- UX must be more friendly
- Confusing pricing on the website
- Calls drop without warning
Five9 Virtual Call Center Review: the good and the bad.
- IVR building
- Managing users with profiles and ease
- Ability to create whisper prompts from text
- Pretty consistent mostly
- Customer support that is quick to respond, but unable to figure out issues that are not cut and paste, for weeks on, which can be frustrating.
- A Java-based VCC application that requires Java and is not web-based in 2018!? You actually have to download the Java file every time you login if you want to keep current.
- An incredibly complex report-generating tool that the support team from Five9 themselves have told me "It's a hit or miss" deal.
- Some of the weirdest issues with audio quality, service interruptions and login issues happen, and there's almost always no explanation and the blame is shifted back on us even though we have an excellent network that has been tested by Five9 themselves, and our devices are impeccable and well managed. In the end, you just close the tickets because the issues randomly stop occurring, just as they started. Until the next one ...
We rely on Five9 for our inbound and outbound contact centers
- Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
- Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
- Security- We do not have to worry about security.
- Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
- Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
- Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
- Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
- Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
- We don't have any requests currently for Five9.
Companies that need scalability up and down throughout the year.
Companies with premise based and at-home agents.
Companies with inbound and outbound needs.
Five9 - The Swiss Army Knife Solution for Contact Centers
Five9 helps us communicate with and convert our leads. It also allows us to reach out to and monetize leads in an automated fashion that generated online (that would otherwise be wasted if we did not reach out to them). Also, Five9's robust administrator settings, supervisor functionality, and customizable reports are very handy.
- 24/7 Customer Support is based in the Philipines and, although sometimes time consuming, they resolve problems and have solutions 99% of the time in my experience.
- California-based account reps are responsive and very involved and interested in our needs.
- Five9's robust administrator settings, supervisor functionality, and customizable reports are very handy and meet almost any need you could think of.
- The agent script is one long page. You can write it in HTML yourself or get customer service to put it into HTML format for you for free.
- I've found the agent script to be outdated and lacking in tech function.
- Sometimes there is a lot of pressure from account reps to increase the quantity of agent licenses. This can be frustrating during slow times in business.
- Aquiring international numbers can take several weeks. It would be nice if that process was quicker, and if international plans were more affordable.
If your agent script can shoot off in dozens of different directions during a call, due to their outdated agent script tech, Five9 may not be the best option.
If you are handling high volume of calls that are more of a one-and-done type situation, Five9 is an efficient, smart, and aggressive dialing solution.
If you are wanting a dialer that is trusted, has been around a while, and is NOT a bare bones solution, Five9 likely has the solution to complex dialing problems you haven't even thought of yet.
- Provides easy to use infrastructure for IVR deployment. It took our Contact Center less than 2 business days to successfully implement five9 into our environment.
- Blended functionality has allowed us to increase revenue per day by allowing for transparent transition from IB to OB.
- Reporting has helped increase agent productivity and afforded us transparency when attempting to improve agent's ability to handle more calls in a typical 8 hour shift
- Real time reporting (Supervisor Desktop) allows for immediate access to agents positions and states. We have utilized this tool by allowing all agents to have access and to manage their non-ready time with their peers. Service Levels are 90/10, along with lower than 10-15 ASAs.
- Technical Support has room for improvement still. In the last year, this particular service had improved tremendously. We experienced typically 4-6 outages a year and last year we experienced two outages.
- Adding the new agent desktop feature has been a godsend for us and we have moved our entire agent workforce over to this web based application and abandoned the Java application. There are additional costs to do this and that was unexpected. The offset for me, is that we still have access to Java in the event we experience future challenges with the web based app.
- More extensive Email channel adaptability would be nice
Five9 - A Scalable VoIP Solution for Remote Contact Centers
- Ease of user administration and permission level customization for all users.
- Easy to navigate, searchable access to recorded calls and call logs, complete with phone numbers, lengths of time, number of holds, and sortable by any piece of collected information.
- Data collection and reporting customization for agent or team level statistics on handle time, abandoned call rate, occupancy, and duration.
- Java based desktop application is a pain to keep updated.
- The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
- The help center for documentation isn't well organized and the documentation needs substantial editing.
Five9 is a great idea for anyone who is doing an outbound campaign where they are using an auto-dialer and has features like a do not call list and a salesforce integration to help organize contact information.
Five9 is less useful for managers or people who don't have specific metrics because it will throw off the reporting with long handle times or non applicable dispositions.
My Experience with Five9
- It allows you to streamline adherence, this now increases the number of calls agents can take during the day.
- Allows a complete historical database at finger touch of customer account without having to search multiple windows, all of the options you need to assist customer is on one main screen.
- No need for any hard line phone units. So the need to put in the correct Aux code no longer is relevant.
- The system is very user friendly.
- Depending on bandwidth you have with your provider there can be drops in service.
- Agents have struggled with doing three way calling and then passing that customer to the next department without disconnecting the entire call.
- I would like to see the historical not disappear from the history once you have logged off for lunch. I have found that the accounts I worked on in the early portion of the day would be erased once I have logged back on. There were times where agents needed to do follow-up and found it difficult to see what they have listed and that at times can lead to a call to the customer which is what we want to avoid because it takes you away from available status even longer.