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March 02, 2020
Our law office has a call center that uses Five9 to call purchased leads to qualify clients for disability. We use an automatic dialing system with an IVR script that calls clients based on time zone, priority, and redial rules. We have separate campaigns and dialers, depending on where our clients are in the filing process. The dialer allows us to call more people at specialized ratios, and the system auto dispositions phone calls for voicemails, dead air, fax machines, busy, etc., so that our call center agents spend most of their time talking to our clients and not working through bad contacts or leads.
- 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
We use Five9 to manage all interactions with customers. It is always good to increase productivity with our team, and this tool can use calls for training purposes and increase transitions from different locations, the benefits with this services are excellent since communication is always effective at all times.
- The voice recognition function.
- The ability to communicate effectively.
- Stability issues.
- Unexpected connectivity errors.
April 30, 2020
We have a small contact center of 50-60 agents. Five9 is our telephony provider that supports our operational team and therefore is the base element for our corporate infrastructure. Our call center is primarily inbound but does perform a small number of outbound calls as well--both directions are supported by Five9.
- Collaboration
- Tailored and targeted support
- Personalized approach to business
- Some outsourcing of support elements (i.e., workforce management)
May 02, 2020
Nixplay uses Five9 for its US customer service department to take support calls from its US B2C customers. The Customer Service team is based in the Philippines and I am the Overall Operations manager fo the Philippines operation. We have been a Five9 customer since 2013 though I have been with the company for 3 years only.
- 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.
We use Five9 to track all of our inbound and outbound dialing. In digital marketing, we dive more into the data than most other departments. I use it most commonly for dispositions and to listen to call recordings in order to identify trends. We often use it to identify which campaign certain calls are coming in on.
- Recordings
- Disposition Reporting
- Dial Attempt Reporting
- More specified search fields
- Custom Reporting to be more simplified
March 03, 2020
Five9 has provided a quick deployment and simple commercial model to plan and execute with support, assistance, and experience.
- Easy deployment.
- It's web-based.
- It's flexible.
- It's not good with local contingencies.
- No local service.
We used to use Five9 in our office to manage our customer contacts. The system is slow, clunky, and not intuitive at all. Calls would be dropped often. There was also a regular problem with the servers going down and being unavailable. Overall, we ended up switching to a different program because of all the problems with Five9.
- Voicemails were easy to transfer
- Web-based
- Nice colors
- Unstable servers
- Poor customer service
- Clunky user interface
November 12, 2019
We used the Five9 Predictive dialer for our outbound sales call centers. The business problem this addressed for us was to quickly contact, qualify, and communicate with hundreds of thousands of customer inquiries per year.
- 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.
April 16, 2019
We are using Five9 as the main phone system in our call center. We have on average about 150 call center employees and didn't have major issues with Five9 (that were caused by the vendor). The platform is used for phone calls to our customers to perform financial services. The quality of the phone call is a very important part for us and Five9 matches that.
- 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
Five9 is a great software that is mainly used in our company for monitoring support calls and it does a great job doing that. This has some awesome side utility features that will provide great performance to the person performing the call and also to the agents analyzing the call with metrics given.
- 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
We utilize the Five9 dialer for all of our call center needs. It is by far the easiest to install, train on, and use by any agent. We are a third party outsource center and we can manipulate the dialer to meet any project service level and reporting needs. We are 100% virtual and rarely do our agents have any technical issues that cannot be immediately resolved. In five years we have only ever had one issue with downtime, and that only lasted 30 minutes until we were rerouted to another hub and were back up. We also have quarterly meetings with Five9 engineers who assist us in utilizing all of Five9's enhancements to the fullest. I wouldn't have or even entertain using another dialer.
- 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.
March 23, 2018
My department used Five9 Predictive Dialing for making calls to potential donors. This really helps our department go through more calls, less down time, and increase dials and 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.
October 09, 2017
Bernard uses Five9 Virtual Contact Center for inbound and outbound purposes across the entire organization for all clients who do not require us to use their phone system. We use Five9 in our physical call centers as well as with our work-at-home agents.
- 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.
October 05, 2017
The Sales and Recruiting Department of our company uses Five9 to handle inbound and outbound calls for 2 major branches of our business.
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.
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.
February 14, 2017
We use Five9 for our remote customer support department. It helps us provide a phone solution for remote agents spread over different timezones. Five9 provides us with recording capability for quality audits and training examples. Additionally, it gives us detailed, custom reporting that our team can create and schedule within the platform, in addition to exportable data into other programs, such as Looker.
- 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.
February 17, 2017
We utilize the entire Five9 offering with the exception of Workforce Management. Inside Sales and Customer Support utilize Five9 to manage all access channels (Phone, Chat, Email & Social Media), along with utilizing Web to Lead functionality to immediately contact potential or existing customers when they have selected to complete a web form.
- 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
It was used for the marketing and sales team to have an automatic dialer for reaching out to prospects. It was mostly pretty good, but would drop calls every once in a while.
- Click to call works well
- Sometimes the calls drop or don't connect. Improve the call drop issue. I've had it drop calls quite a bit before.
Five9 is the main phone system we use for all our daily calls inbound and outbound. It is used across our entire organization. Five9 is easy to use but does have some issues that I believe could easily be fixed. The main one is that I would like to be on "ready" while being on a campaign without receiving inbound calls. Basically pause my status on the campaign to receive regular calls. For instance when I know I have someone calling in but not sure exactly when, I can be on ready.
- Inbound and outbound calls are extremely easy. Dial out or find a previous contact and double click.
- Contact information is stored particularly well. As a caller comes up on the screen, if pulled from a created list, the caller details are easily seen and easy to verify.
- I have used many other virtual contact centers and this one is by far the easiest to use.
- More options while on campaigns.
- Pause campaign button.
Five9 Virtual Contact Center is being used across the whole organization, we have found that it allows us to streamline the actual time agents now use going back and forth between a computer and the Avaya system. With Five9 the computer becomes the actual phone and allows the agent the opportunity to go into action states without spending time searching for an Aux code on the phone. Five9 also allows the agent a 3 to 5 sec window to identify who the caller is before they actually begin conversation. I have found that overall adherence numbers have been consistent and performance issues have decreased across the board.
- 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.
February 19, 2019
Who
Sales and customer service types of roles use Five9 at my company to communicate with our customers. Our customers are students at various higher ed institutions. We have 5 different roles that our students may communicate at any given point during their time with us, and each of these internal roles use slightly different systems (versions of Salesforce, Zendesk, etc).
What it does
These different roles use Five9 both for inbound calls (to individual lines and round-robin lines) and for outbound calling. Then they use the Five9 widget to record their call notes into our CRM, Salesforce.
Sales and customer service types of roles use Five9 at my company to communicate with our customers. Our customers are students at various higher ed institutions. We have 5 different roles that our students may communicate at any given point during their time with us, and each of these internal roles use slightly different systems (versions of Salesforce, Zendesk, etc).
What it does
These different roles use Five9 both for inbound calls (to individual lines and round-robin lines) and for outbound calling. Then they use the Five9 widget to record their call notes into our CRM, Salesforce.
- 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
We used Five9 in our call center with about 200 employees to communicate with our clients. I recommend the service to any company starting or needing call center contact service. I don't have any negative feelings about this software and it works really well as a whole to communicate outside and inside of the call center. Also allows you to manage your employees stats. Kudos Five9!
- 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
Five9 Virtual Contact Center is used for one department of our organization that is a call center. It allows us a unified interface for all forms of contact (phone, email, text, chat, social media, and video calls). We use the Five9 platform to provide resources and relief to our clients.
- Unified environment for all forms of contact
- Pleasing UI that is easy to use
- Provides a high degree of training at all levels of the call center to ensure that everyone is well versed in their platform
- We have not experienced any major issues so far. All minor issues are handled quickly by help desk staff.
February 14, 2018
We have over 20 agents that use Five9 daily to make calls to patients, insurance agencies and other organizations. It's our main source of a communication portal across the whole organization, except for a few of us that still use ShoreTel because we own the license and that saves us subscription fees. Five9 is used in a medical bill negotiating company to manage all communications with concerned individuals and organizations, to schedule queue callbacks, handle voicemail and generate reports on team performance and more.
- 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 ...
February 20, 2017
It is being used by our sales department our CSR department and our QA department. It is a great communication tool, to contact our customers. The best thing about it is its reports are customizable. You can gather as much data as you want (within the last 60 days) The thing I would want improved are the integrations, and the overall friendliness of the UI, it can be scary and hard to use.
- Reporting: Five9 has all the information you will need to make the right judgement calls for your call center.
- Pricing: Reasonable pricing that allows you to get a good service for a price that won't break the bank.
- The ability to log into various Five9 access points is helpful - Admin, Reports, Agent, Supervisor, etc.
- Has too many pages and buttons. It needs to be simplified to improve the user experience.
- The UI is ugly and hard to navigate.
- The cloud history is only 60 days, It should be longer with some data.
February 13, 2017
We use Five9 as our primary voice solution in customer service. The primary benefit we gain from its offering is its relatively seamless integration with Zendesk, which serves as our de facto CRM for customer communication. This allows us to cross-reference inbound calls against previous contact history, often allowing us to serve customers remarkably quicker. Customers' expectations have heightened in the data age to the point that they expect us to have access to all of their conversations, regardless of channel.
- Very strong integration with Zendesk, which serves our reporting and NPS purposes.
- Multiple platforms available, making it easy for us to align on a best practice as an org, but also to provide additional options for associates to download when necessary.
- Fluid back-end reporting that allows leadership to automate insights.
- Account managers provide strong relationship building, but their direct customer support is overly reliant on phone technology to communicate. Often challenging to contact them through other preferred channels, e.g. email.
- Most products are reliant on Javascript, which adds a challenge to get everyone on our CS team equipped and updated with the latest version. That requires discipline on our part that we would prefer to automate.
Five9 Scorecard Summary
Feature Scorecard Summary
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 Screenshots
Five9 Videos (3)
Five9 Downloadables
Five9 Integrations
Zendesk Support Suite, NetSuite ERP, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Salesforce, Oracle RightNow
Five9 Competitors
Avaya OneCloud CCaaS, 8x8 X Series, inContact, Interactive Intelligence, Genesys, Cisco
Five9 Pricing
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Required
Five9 Support Options
| Paid Version | |
|---|---|
| Phone | |
| Live Chat | |
| FAQ/Knowledgebase |
Five9 Technical Details
| Deployment Types: | SaaS |
|---|---|
| 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
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.
What are Five9's top competitors?
Avaya OneCloud CCaaS, Cisco Unified Contact Center, and NICE CXone (formerly NICE inContact) are common alternatives for Five9.
What is Five9's best feature?
Reviewers rate Quality management highest, with a score of 9.4.
Who uses Five9?
The most common users of Five9 are from Mid-size Companies and the Marketing & Advertising industry.