What users are saying about
23 Ratings
23 Ratings
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Score 8 out of 101

Likelihood to Recommend

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
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Feature Rating Comparison

Contact Center Software

Five9
7.9
Agent dashboard
Five9
7.0
Validate callers
Five9
8.0
Outbound response
Five9
8.0
Call forwarding
Five9
6.0
Warm transfer
Five9
7.0
Predictive dialing
Five9
8.0
Call tracking
Five9
9.0
Multichannel integration
Five9
9.0
CRM software integration
Five9
9.0

Workforce Optimization (WFO)

Five9
8.9
Inbound call routing
Five9
9.0
Recording
Five9
9.0
Quality management
Five9
8.6
Call analytics
Five9
9.0
Historical reporting
Five9
9.0
Live reporting
Five9
9.0

Pros

Five9

  • IVR building
  • Managing users with profiles and ease
  • Ability to create whisper prompts from text
  • Pretty consistent mostly
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Cons

Five9

  • 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 ...
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Alternatives Considered

Five9

I believe Five9 is more effective.
Kristin Page profile photo

Return on Investment

Five9

  • Positive: Being able to manage our stats help our company.
  • Positive: Being able to share feedback from our agents and monitor calls.
  • Positive: Being able to utilize the personal dashboard and get all information we need.
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Pricing Details

Five9

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

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