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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)9.191%
- Validate callers (12)9.090%
- Quality management (21)7.272%
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Entry-level set up fee?
- 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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Product Details
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- Integrations
- 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 and Omnichannel inbound routing 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
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.
July 01, 2022
Perfect solution for not big businesses
I use Five9 for inbound and outbound calls with customers, tracking of KPIs, the connection with Hubspot, and for monitoring of my activities.
March 27, 2022
Best CRM tool to have it.
Score 7 out of 10
Vetted Review
Verified User
Five9 is the best CRM tool we can use in business areas. It is the primary source for communication in or out of the organization. It gives a very user-friendly experience. Using Five9 as a newbie on the path for any business is the communication between clients or customers. Five9 helped a lot to get inbound calls and outbound calls and get in touch with the progress of the business needs.
March 22, 2022
Easy way to connect.
There is no doubt that Five9 is a useful program for companies of medium and large sizes in which you can make calls and follow up with agents through phone, email, chat, mobile, social, and more all over the world. It is a special program that saves time with friendly interface and is easy to use.
March 22, 2022
Five9 FTW
I use Five9 to make outbound calls to the accounts I manage. At times & when needed, I have the ability to conference multiple decision-makers into a call with ease & without needing to put current participants on hold. I'm able to easily & efficiently dial out to my accounts as well as make quick & immediate internal transfers.
Five9 was used as our telephony platform in our customer support call center primarily serving external customers. We chose it to replace a legacy old fashioned POTS PBX which could not handle our remote workforce and obviously had no omnichannel capabilities. Five9 gave us the ability for call recording/quality controls, chat functionality, etc.
This software has helped us a lot with our customer service. The agents have found the program very easy to use and its various tools such as call recordings, omnichannel system and chatbots, allow our work to be much faster, efficient and better serve customers.
March 21, 2022
Great tool to drive higher customer satisfaction.
Our company would provide customer support for a new form of events that were taking places such as Hybrid or virtual events. It started during the pandemic and as much as people were ok to send tickets of support, clients become more demanding on the support level and would like to use inbound calls as the satisfaction level of resolving issues was much higher.
March 16, 2022
Five9 worked well for me as a first hand user!!
I have used Five9 for more than 10 months and I must say it made my life easy to track my outbound activity.
March 15, 2022
Great Call Center Tech.
We used Five9 at LendingTree to make outbound calls as an organization our whole call center ran on five9.
December 03, 2021
Five9 Review
Five9 Is not being used by our organization but I have used it in the past and it was the best cloud contact center for solutions. I do appreciate the fact that it is easy to use and has all-around access. Even more because this access includes providing customer experiences through the communication methods of phone, email or chat.
May 02, 2020
Nixplay is a long time Five 9 Customer
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.
April 30, 2020
Consistent in both performance and relationships
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.
April 30, 2020
Five9 is not a 10
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.
April 22, 2020
FIve9 For The Win
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.
March 03, 2020
Five9 is a great overall solution for quick deployments
Five9 has provided a quick deployment and simple commercial model to plan and execute with support, assistance, and experience.
March 02, 2020
Five9 is one-stop shop for Call Center needs
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.
February 23, 2020
A powerful and functional product to reach customers.
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.
November 12, 2019
A Great, High Volume Outbound Dialer
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.
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.
February 25, 2019
Great software for BPO and contact centers
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.
February 22, 2019
Five9 - A Partner Not Just a Vendor
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.
February 19, 2019
Five9 gets the job done, but has texting issues and is very complex
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.
December 13, 2018
Five9 is an awesome call center manager!
Score 8 out of 10
Vetted Review
Verified User
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!
March 23, 2018
Great dialing program to increase productivity
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.