Five9 Reviews and Ratings

Use Cases and Deployment Scope

Great call center solution to keep dials moving along with a simple approach. There isn't much lag time in between calls kicking in to the next roll out and it is easy to disposition. I really like the features of 'chirp' in as it helps with training and helping reps close deals.

Likelihood to Recommend

If you are in a churn-and-burn environment where maximizing call volume is crucial, this solution is perfect for you. Although it may not offer the best pricing or support, it is really easy for new users to navigate and keep calls rolling. Ideal for entry-level sales reps, focusing on the sheer volume of calls made daily.

Use Cases and Deployment Scope

We use Five9 as a tool to make and receive calls from various departments such as Customer Care, Underwriting, Claims, and others. These departments have experienced issues primarily from supervisor consoles, as they sometimes lose access without making significant changes to the admin console. While it's a tool that has helped us complete various tasks to contact our customers, it has also enabled us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, whereas Zoom Phone only allows reusing existing numbers.

Likelihood to Recommend

We use Five9 as a tool to make and receive calls from various departments such as Customer Service, Underwriting, Claims, and others. It's a tool that has helped us complete various tasks to contact our customers. It has also allowed us to replace Zoom Phone, as it makes it easier to assign new contact numbers to agents, while Zoom Phone only allows reusing numbers. It's a good tool with an easy-to-use interface for new users.

Use Cases and Deployment Scope

We are using for our member enrollment process.We get eligible members data from our marketing team and integrated with the Marketing cloud. After automation is complete, all these will be loaded as records in our Salesforce environment and syncs into Five9 dialer via List Sync Plus add on package from Five9. Our agents login to Salesforce and then open engage widget. With the progressive dialer from Five9 calls get automatically connected to our agents. Previously our agents used to make manual calls and able to complete only 30-40 calls per individual. But now every agent is completing almost 100 calls which has increased their productivity by 300%.

Likelihood to Recommend

very well suited for large number of enrollments, registrations by insurance companies. Also we recently implemented it for automating a order placement.

Maybe not very well suited for live agent chat experience as there are limitations on texting, laggy performance in this area. I think its also hard to incorporate a payment system within the five9- salesforce automation.

Use Cases and Deployment Scope

We use Five9 in different departments in our agency. In my particular department we do transfer calls to other departments if they select the wrong option on the phone tree. We are currently working on redoing the phone tree so that the agents are transferred to the correct department. Overall, Five9 has been a great experience.

Likelihood to Recommend

Five9 has been a great experience for my team in my organization. The only issue we find is that agents don't listen to the prompts in the phone tree and will select the wrong options. My team also likes the messaging option to other users. I personally as a supervisor like the option that you can listen to the phone call while the user is on the phone talking.

Use Cases and Deployment Scope

Our Five9 contact center is fully integrated with our CMR and used for both inbound and outbound call campaigns. In addition, we use digital channels for all email and SMS activity.

Likelihood to Recommend

Five9 is a great tool you can integrate with your CRM allowing you to track all activity. Both user and automated activity. Creating outbound call campaigns to ensure available agents are making outbound calls has a ton of features so you can customize to your business needs. Building inbound IVR's with all types of call routing rules is also great. The way activity can be seen and managed between Five9 and Nextiva, our office telephony system, however is lacking.

Use Cases and Deployment Scope

We re-sell Five9 to our customers and partner as a fully CCaaS solution to better assist in their customer journey. The key business challenge Five9 assist in is where you can have a RoI withough disrupting th existing UC or UCaaS solution in place and adding an extra layer but in the cloud.

Likelihood to Recommend

Five9 Contact Center solution is a perfect fit for a customer that is looking to add a cloud based CX solution that will complement its existing Unified Communications or UCaaS system withough disruption. This allows for a flexile system that will (scale) on demand with changes in existing CX environemnt.

Use Cases and Deployment Scope

We us it to make calls every day. We have a lot of issues with connectivity and calls being dropped. We have to clear our cache frequently to get it to work. It requires high speed internet and a lot of the time we have issues getting it to work. It can be frustrating.

Likelihood to Recommend

It is used to contact clients and be able to log the time of the calls. If you take a lot of inbound calls it doesn't always log the inbound calls. Would be nice i it worked better for that. I am not sure what is not appropriate for using.

Use Cases and Deployment Scope

Our company work is in healthcare awareness and uses Five9 to contact patients regarding their prescription usage and results. Clients have live interaction with pharmacy techs and/or pharmacists depending on the questions or their needs.

Likelihood to Recommend

When I was working for a collections company, Five9 was great for handling high-volume outbound and inbound call traffic.

Any small to medium company that doesn't have the call volume to offset the cost. Also, healthcare Insurance can tend to be unbalanced by mainly receiving inbound calls, so you lose the benefit of the smart dialer.

Use Cases and Deployment Scope

We had a homebrew ACD system that was very buggy, and many functions did not work. So we implemented Five9 ACD system and it solved many of our issues. We were able to leverage Five9 ACD to setup an IVR that allowed customers to do self-service and leveraged Agent Assist and AI insights to streamline operations for Care agents in generating case notes and analyze effectiveness and efficiency of our Care agents.

Likelihood to Recommend

Very robust ACD system including AI reporting. Might not be the best for centers primarily using email or chat.

Use Cases and Deployment Scope

We use Five9 for Inbound and Outbound customer support. We use the application for campaign management, checking agent system availability, call screening and call recording functionality.

Likelihood to Recommend

We use Five9 to communicate with our customers on a daily basis The application is well suited for scenarios such as: Call back timers for outbound campaigns, Salesforce integration (Ability to log every call that is made), Call recordings, Campaign Configuration, Auto answering and allows us to manage employee stats.