Agent dashboard (10)
Quality management (19)
Call analytics (11)
Call tracking (11)
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Entry-level set up fee?
- No setup fee
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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.
- 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
- 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
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Live chat channel
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
- Zendesk Support Suite
- NetSuite ERP
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
- Oracle RightNow
|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.|
- Menus are intuitive
- Smart reports
- Small graphs for significant data
- Requires significant amount of coding time
- Getting along with Five9 team to get delivered a new feature set
- 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.
- Easy to use
- Contact remotely with agents
- Contact across phone, email, chat and mobile
- Calls drop off
- High price
- Internal Transfers.
- Call Screening.
- Setting call status Inbound/Outbound.
- 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.
- Inbound call management.
- Ease of system use.
- Voice to text automation.
- 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.
- Ease of Use.
- Great call quality.
- Amazing data insight.
- The software was glitchy.
- A better UX.
- Helps deliver outstanding customer service
- Communication with email, phone or chat
- Facilitates the speed and productivity
- Nothing at this moment requires improvement.
- 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.
- Tailored and targeted support
- Personalized approach to business
- Some outsourcing of support elements (i.e., workforce management)
- Voicemails were easy to transfer
- Nice colors
- Unstable servers
- Poor customer service
- Clunky user interface
- Disposition Reporting
- Dial Attempt Reporting
- More specified search fields
- Custom Reporting to be more simplified
- Easy deployment.
- It's web-based.
- It's flexible.
- It's not good with local contingencies.
- No local service.
- 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.
- The voice recognition function.
- The ability to communicate effectively.
- Stability issues.
- Unexpected connectivity errors.
- 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.
- 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
- 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.
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.
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.
- Organizations that rely on texting.
- Organizations with low tech literacy on their teams.
- Organizations with little ability to manage tools like this.
- 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
- 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.
It needs work when dropping unnecessary calls. On more sensitive records, it is better to set it up as manual.
- 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.