Five9 Reviews

33 Ratings
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Score 7.9 out of 100

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Reviews (1-18 of 18)

Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

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.
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Valery Mezentsau | TrustRadius Reviewer
Score 7 out of 10
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Use Cases and Deployment Scope

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.
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Horacio Carcamo | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

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.
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Sally Emch | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

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.
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Anonymous | TrustRadius Reviewer
Score 4 out of 10
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Use Cases and Deployment Scope

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.
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Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

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!
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Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

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.
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Matt Zemon | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

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.
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Corbin McCabe | TrustRadius Reviewer
Score 10 out of 10
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Use Cases and Deployment Scope

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.
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Ariana Thompson | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

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.
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Sean Conyette | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

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.
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Kristin Page | TrustRadius Reviewer
September 30, 2016

Five9 is the best

Score 9 out of 10
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Verified User
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Use Cases and Deployment Scope

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.
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Anthony Tate | TrustRadius Reviewer
September 23, 2016

My Experience with Five9

Score 9 out of 10
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Use Cases and Deployment Scope

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.
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Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Use Cases and Deployment Scope

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.
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Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Use Cases and Deployment Scope

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.
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Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Use Cases and Deployment Scope

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.
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Feature Scorecard Summary

Agent dashboard (1)
7
Validate callers (1)
8
Outbound response (1)
8
Call forwarding (1)
6
Warm transfer (1)
7
Predictive dialing (1)
8
Call tracking (1)
9
Multichannel integration (1)
9
CRM software integration (1)
9
Inbound call routing (1)
9
Recording (1)
9
Quality management (5)
8.6
Call analytics (1)
9
Historical reporting (1)
9
Live reporting (1)
9

About Five9

Five9's call center software is designed to enable agents to make more calls and be more effective on the phone. This solution includes Smart Dialers which are designed to give agents more time with live prospects. Intelligent Routing gets calls to the right agent. The On Screen Caller Info puts customer information at their fingertips. All interactions are automatically logged to the user’s CRM.

According to the vendor, makes call center agents up to 300% more productive.

Five9 Features

Contact Center Software Features
Does not have featureAgent dashboard
Does not have featureValidate callers
Does not have featureOutbound response
Does not have featureCall forwarding
Does not have featureClick-to-call (CTC)
Does not have featureWarm transfer
Does not have featurePredictive dialing
Does not have featureInteractive voice response
Does not have featureREST APIs
Does not have featureCall scripts
Does not have featureCall tracking
Does not have featureMultichannel integration
Does not have featureCRM software integration
Does not have featureAutomatic speech recognition (ASR)
Does not have featureNatural language processing for IVR
Does not have featureCommunications forecasting
Workforce Optimization (WFO) Features
Does not have featureInbound call routing
Does not have featureOmnichannel inbound routing
Does not have featureRecording
Has featureQuality management
Does not have featureCall analytics
Does not have featureHistorical reporting
Does not have featureLive reporting
Does not have featureCustomer surveys
Does not have featureCustomer interaction analytics
Omnichannel support Features
Does not have featureEmail
Does not have featureVoice (phone)
Does not have featureVoIP
Does not have featureSMS/Text
Does not have featureVideo channel
Does not have featureLive chat channel
Does not have featureCo-browse
Does not have featureScreen-share
Does not have featureSocial media channels
Does not have featureMobile applications
Predictive Analytics Features
Does not have featureIntelligent call routing
Does not have featureChatbots
Does not have featureAI assistance for live agents
Additional Features
Has featureACD
Has featureIVR/ Voice Recognition
Has featureCTI
Has featurePredictive Dialer
Has featurePower Dialer
Has featurePreview Dialer
Has featureProgressive Dialer
Has featureClick-to-Call
Has featureCRM Integrations
Has featureEmail Customer Care
Has featureChat Customer Care
Has featureSocial Customer Care
Has featureMobile Customer Care
Has featureWorkforce Optimization
Has featureReporting & Analytics
Has featureBlended Call Center
Has featureCall Logging
Has featureCall Recording
Has featureCall Routing
Has featureCall Scripting
Has featureCampaign / Lead Management
Has featureCompliance Management
Has featureInbound Call Center
Has featureKnowledge Base
Has featureEscalation Management

Five9 Screenshots

Five9 Integrations

Zendesk, NetSuite, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Salesforce, Oracle RightNow

Five9 Competitors

Avaya Intelligent Xperiences Contact Center, 8x8 X Series (Formerly Virtual Office), inContact, Interactive Intelligence, Genesys, Cisco

Pricing

  • Has featureFree Trial Available?Yes
  • 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
Email
FAQ/Knowledgebase

Five9 Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS