Five9 Reviews

33 Ratings
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Score 7.9 out of 100

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Score 8 out of 10
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Verified User
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Pros and Cons

  • 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  • The admin panel is a desktop Java application that feels really old and outdated.
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Valery Mezentsau profile photo
Score 7 out of 10
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Pros and Cons

  • 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.
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Sally Emch profile photo
Score 10 out of 10
Vetted Review
Verified User
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Pros and Cons

  • 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.
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Score 4 out of 10
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Pros and Cons

  • 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.
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Score 8 out of 10
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Pros and Cons

  • 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
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Alora Valadez profile photo
Score 8 out of 10
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Pros and Cons

  • 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.
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Score 10 out of 10
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Verified User
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Pros and Cons

  • 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.
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Score 7 out of 10
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Verified User
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Pros and Cons

  • 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 ...
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Matt Zemon profile photo
Score 10 out of 10
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Pros and Cons

  • 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.
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Corbin McCabe profile photo
Score 10 out of 10
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Pros and Cons

  • 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.
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Ariana Thompson profile photo
Score 9 out of 10
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Verified User
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Pros and Cons

  • 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.
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Sean Conyette profile photo
Score 8 out of 10
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Pros and Cons

  • 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
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Kristin Page profile photo
September 30, 2016

Five9 is the best

Score 9 out of 10
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Pros and Cons

  • 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.
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Anthony Tate profile photo
September 23, 2016

My Experience with Five9

Score 9 out of 10
Vetted Review
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Pros and Cons

  • 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.
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Score 7 out of 10
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Pros and Cons

  • 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.
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Score 7 out of 10
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Verified User
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Pros and Cons

  • 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.
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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