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Five9 is a versatile and user-friendly software that serves as the main phone system for call centers, providing solutions for inbound and …
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.
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Popular Features
- Agent dashboard (12)9.292%
- Call tracking (12)9.090%
- Validate callers (12)9.090%
- Quality management (21)7.272%
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- No setup fee
For the latest information on pricing, visithttp://www.five9.com/products/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Five9: Salesforce Demo
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Five9Web2Campaign Demo
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Five9 Intelligent Virtual Agent Integration to Salesforce
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Five9 Performance Dashboard Demo
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Five9: Agent Demo
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- Competitors
- Tech Details
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- 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
Learn about Five9 in 14 Seconds
Five9 WFO: Create Happy Customers Without Busting Your Budget
Why you should choose Five9
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 |
|---|---|
| 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
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.
Avaya Experience Platform and 8x8 Work are common alternatives for Five9.
Reviewers rate Predictive dialing highest, with a score of 9.4.
The most common users of Five9 are from Mid-sized Companies (51-1,000 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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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
(1-25 of 36)Companies can't remove reviews or game the system. Here's why
August 23, 2023
User Friendly CRM Integration Tool
- Call recording
- Outbound Call Campaign Management
- Call routing
- internal transfers
- Call Quality
- Workforce Management
- System Glitch
July 01, 2022
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
March 27, 2022
Best CRM tool to have it.
Score 7 out of 10
Vetted Review
Verified User
- Inbound and outbound calls it process is so well.
- The service is so good and they give very efficient support in customer need.
- The calls we can do in Five9 include incoming, outgoing, voicemails and we can also send a note to a specific person. It's a very reliable mode of communication.
- Sometimes Five9 is inconsistent with the quality of the calls. It can be hard to hear the calls because of poor quality.
- The UI Five9 provides should be more singular in handling rather than opening multiple tabs for every feature. It must be compacted on a single screen.
- The calls we connect must have an attached screen just like a keypad so we can take notes as well as attend the calls.
March 22, 2022
Easy way to connect.
- Easy to use
- Contact remotely with agents
- Contact across phone, email, chat and mobile
- Calls drop off
- Lag
- High price
March 22, 2022
Five9 FTW
- Internal Transfers.
- Call Screening.
- Setting call status Inbound/Outbound.
- Connectivity/Reliability.
- Call quality.
- Call routing and true skill level prioritization
- Supervisor level visibility in realtime of call center key metrics
- Call recording and analyzing functionality
- System uptime and availability. Truly 5 9's
- The detailed reporting and particularly report building functions were clunky and complicated
- No ability to truly integrate post call survey data to the representative level
- Customer support was lacking and slow to respond
- Interactive responses are very useful to be able to serve the customer automatically, without the need for a real agent.
- It has omnichannel functions where all the information from different platforms such as chats, emails, telephony, messages, is centralized in a single system.
- The tool to analyze the interaction with customers has allowed us to improve relationships and we keep a record of what to do and what not to do.
- If it could also work offline or without internet it would be great, so it would not be limited only to when you have a good connection.
- It is a big limitation that it does not have a mobile application, I depend on a computer to be able to serve customers.
- Its omnichannel support is very good, but they should integrate social networks, because there are also customers who need our attention.
March 21, 2022
Great tool to drive higher customer satisfaction.
- Inbound call management.
- Ease of system use.
- Reporting.
- Voice to text automation.
March 16, 2022
Five9 worked well for me as a first hand user!!
- Simple to use.
- Great tool to help analyze and track progress.
- Hardly had down time or software issues while using the platform.
- I'll say analytics to the user, like a was a BDR and I saw basic numbers but some graphical representation would be great to have.
- I feel the active green button could be made easier like I do not have to look for it if I am off my seat (especially with WFH setup) if that could be.
- NA
March 15, 2022
Great Call Center Tech.
- Ease of Use.
- Great call quality.
- Amazing data insight.
- The software was glitchy.
- A better UX.
December 03, 2021
Five9 Review
- Helps deliver outstanding customer service
- Communication with email, phone or chat
- Facilitates the speed and productivity
- Nothing at this moment requires improvement.
May 02, 2020
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.
April 30, 2020
Consistent in both performance and relationships
- Collaboration
- Tailored and targeted support
- Personalized approach to business
- Some outsourcing of support elements (i.e., workforce management)
April 30, 2020
Five9 is not a 10
- Voicemails were easy to transfer
- Web-based
- Nice colors
- Unstable servers
- Poor customer service
- Clunky user interface
April 22, 2020
FIve9 For The Win
- Recordings
- Disposition Reporting
- Dial Attempt Reporting
- More specified search fields
- Custom Reporting to be more simplified
March 03, 2020
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.
March 02, 2020
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.
February 23, 2020
A powerful and functional product to reach customers.
- The voice recognition function.
- The ability to communicate effectively.
- Stability issues.
- Unexpected connectivity errors.
November 12, 2019
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.
February 25, 2019
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
February 22, 2019
Five9 - A Partner Not Just a Vendor
- Training for new agents - quick and easy
- Allows you to reach maximum outbound dialing which increases responses
- Allows project prioritization so each call plan is unique
- The only negative is you cannot do remote monitoring. You have to do monitoring with clients.
February 19, 2019
Five9 gets the job done, but has texting issues and is very complex
- Easy dialing and call logging. The process of starting or answering a call, then logging a call disposition with its notes, is simple and easy.
- Voicemail drops. You can pre-record voicemails to leave for customers without needing to speak the voicemail content each time. This is a huge timesaver for our reps.
- You can customize the call dispositions / call labels to match what's used in your CRM.
- Text. Texting is incredibly difficult on Five9. We've had issues with only some texts logging to Salesforce, issues with threading of text conversations, and issues with having Salesforce contact information appear on the text widget (knowing who you are texting, not just their phone number).
- The interface to "pause" is challenging. There are not good reminders to our reps to remember to pause or log out of Five9. If you forget to log out, this can affect stats about who worked the longest hours that day - and it's hard to know who actually was active on the phones.
- Inbound voicemails are too-easily hidden. It's challenging for a lot of our reps to remember to check their inbound voicemails because it is hard to access them in the Five9 widget.
December 13, 2018
Five9 is an awesome call center manager!
Score 8 out of 10
Vetted Review
Verified User
- Call monitoring and recording work well and can easily manage
- Call center statistics with personalized dashboards
- Voicemail service for callers
- Call forwarding feature
- Mapping and integration with other applications
- Quality in connection sometimes is poor but could be due to internet bandwidth as well
March 23, 2018
Great dialing program to increase productivity
- It dials more records in less times. It eliminates the no answers, so it allows are callers to spend better use of their time than sitting around listening to ringing or dead air.
- Sometimes, the dialer doesn't allow the record to ring long enough or doesn't send the call to the caller fast enough.
- Also, it can be difficult at times for the dialer to detect the voicemails or fax machines.